We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Support.sharmate@gmail.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Support.sharmate@gmail.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support.sharmate@gmail.com

# Return and Refund Policy

**Last updated: 30/07/2026**

Thank you for shopping at SharMaté. We want you to be happy with your purchase. Please read our policy below to understand your options regarding returns, exchanges, and refunds.

Because items ship directly from our suppliers, processing times for returns and refunds may take a little longer than with traditional retailers. We appreciate your patience.

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## 1. Order Cancellations

- You may cancel your order for a full refund **within 12 hours** of placing it, or before it has shipped, whichever comes first.
- Once an order has been processed and shipped by our supplier, it can no longer be cancelled. You may still request a return once the item arrives (see below).

To cancel an order, email us at Support.sharmate@gmail.com with your order number as soon as possible.

## 2. Return Eligibility

You may request a return within **30** days of the delivery date. To be eligible, your item must be:

- **Unopened, unused, and sealed** in its original packaging — for skincare, makeup, and personal care items, this means any protective seal, shrink wrap, or hygiene liner must be intact
- Accompanied by proof of purchase (order number or receipt)

**For hygiene and safety reasons, the following items cannot be returned once opened, used, or with a broken seal:**
- Skincare (serums, creams, cleansers, masks)
- Makeup, especially products that contact the lips, eyes, or skin directly (lipstick, mascara, foundation, concealer)
- Brushes, sponges, and other applicators
- Hair, nail, and body care items (shampoo, lotion, nail polish, etc.)
- Fragrances and perfumes once opened

**Other items not eligible for return:**
- Items marked as Final Sale or Non-Returnable on the product page
- Gift cards or digital products
- Items damaged due to customer misuse rather than a manufacturing defect

If a product arrives with a broken or missing safety seal, or shows signs it was tested/used before reaching you, treat it as a defective/damaged item — see Section 4 below.

## 3. How to Start a Return

1. Email Support.sharmate@gmail.com with your order number, the item(s) you'd like to return, and the reason for the return.
2. We'll review your request and, if approved, send you return instructions and (where applicable) a shipping address for your specific supplier.
3. Please do not send items back before receiving confirmation — because we work with multiple suppliers, returns sent to the wrong address may not be processed.

## 4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered:

- Contact us within **[7]** days of delivery at Support.sharmate@gmail.com
- Include your order number and photos of the item and packaging
- We will offer a full refund, free replacement, or store credit — your choice — at no additional cost to you

## 5. Refunds

Once your return is received and inspected (or once a damaged/defective item claim is approved), we will notify you of the approval status of your refund.

- **Approved refunds** are processed within **5–10** business days to your original payment method.
- Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
- Original shipping costs are non-refundable, except in cases of our error (damaged, defective, or incorrect items).
- If a return is not approved, we will let you know the reason and any alternative options available.

## 6. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you'd like a different size, color, or product, please return the original item (if eligible) and place a new order.

## 7. Shipping Costs for Returns

- If the return is due to our error (wrong, damaged, or defective item), we cover return shipping costs.
- If the return is due to a change of mind or incorrect order placed by the customer, the customer is responsible for return shipping costs, and these will be deducted from the refund where applicable.

## 8. Late or Missing Refunds

If you haven't received a refund yet:

1. Check your bank account again.
2. Contact your credit card company — it may take some time before your refund is officially posted.
3. Contact your bank — there is often processing time before a refund is posted.
4. If you've done all of this and still have not received your refund, please contact us at Support.sharmate@gmail.com

## 9. Contact Us

If you have any questions about this Return and Refund Policy, please reach out:

**SharMaté**
Email: Support.sharmate@gmail.com
Phone: +31687864147

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*This policy is a general template and does not constitute legal advice. Consumer protection laws vary by country and region (e.g., EU/UK distance selling regulations often require a minimum 14-day cooling-off period regardless of merchant policy). Please review and adapt this document with a qualified professional to ensure compliance with the laws that apply to your store and customers.*