Refund policy
At shohrad.shop, we want customers to shop with confidence. This Return and Refund Policy explains our voluntary return arrangements as well as how we handle cancellations, damaged products, faulty products, incorrect orders, exchanges, and refunds.
This policy does not limit any statutory rights that customers may have under applicable UK consumer law.
1. Our 30-Day Return Policy
In addition to any statutory rights that apply, shohrad.shop generally allows eligible products to be returned within 30 days of delivery.
To qualify for a voluntary return, the product should normally:
- Be returned within 30 days after delivery;
- Be in substantially the same condition in which it was received;
- Be unused except for reasonable inspection;
- Be unworn where applicable;
- Be clean and undamaged;
- Include original packaging where reasonably possible;
- Include accessories, manuals, tags, and components originally supplied with it; and
- Be accompanied by sufficient proof of purchase.
Reasonable handling necessary to inspect a product will not automatically prevent a statutory cancellation return.
2. UK Statutory Cancellation Rights
For qualifying online purchases, UK consumers generally have the right to cancel without giving a reason by informing the seller within 14 days after receiving the goods. After notifying the seller of cancellation, the consumer generally has another 14 days to return the goods, subject to statutory exclusions.
To exercise a cancellation right with shohrad.shop, email:
Your message should clearly state that you wish to cancel the relevant purchase and should include your order number and sufficient information for us to identify the order.
3. Starting a Return
Before sending any product back, contact:
Please include:
- Your order number;
- The name associated with the order;
- The product you wish to return;
- The reason for the return, where applicable; and
- Photographs where the product arrived damaged, defective, or incorrect.
Once the return request has been reviewed, we will provide the appropriate return instructions and return destination for that order.
Do not send products to an address obtained independently or to a carrier, manufacturer, or other location unless shohrad.shop has specifically instructed you to do so.
Unauthorised returns may be delayed because we may be unable to associate the package with your order.
4. Return Shipping Costs
For voluntary change-of-mind returns outside statutory rights, customers are generally responsible for the cost of returning the goods unless shohrad.shop agrees otherwise.
Where a return is required because the product is faulty, damaged upon delivery, materially not as described, or an incorrect product was supplied, shohrad.shop will handle reasonable return costs where required by applicable law.
Please contact us before arranging a return of a faulty or incorrect product.
5. No Restocking Fee
shohrad.shop does not normally charge a restocking fee for approved consumer returns.
However, where legally permitted, we may make an appropriate deduction from a refund if a customer has handled goods beyond what is reasonably necessary to establish their nature, characteristics, and functioning and that additional handling has reduced their value.
UK guidance recognises that online customers may inspect goods in a manner broadly comparable to what they could reasonably do in a shop.
6. Damaged Products
If your order arrives damaged, please contact info@shohrad.shop as soon as reasonably possible after discovering the damage.
Please provide:
- Your order number;
- A description of the damage;
- Clear photographs of the product;
- Photographs of the packaging where relevant; and
- Any other information reasonably necessary to investigate the issue.
Depending on the circumstances and your applicable legal rights, an appropriate remedy may include a replacement, repair, refund, or another solution.
7. Faulty Products
Goods supplied to consumers must meet applicable statutory requirements.
If you believe a product is faulty, please contact us at info@shohrad.shop.
UK consumer law provides separate remedies for products that are faulty, not as described, or otherwise fail to meet applicable legal standards. A store policy cannot unlawfully restrict those rights.
Our voluntary 30-day return policy therefore operates in addition to, and not instead of, applicable statutory rights.
8. Incorrect Products
If you receive a product different from the item you ordered, contact us at:
Please do not return the product without contacting us first.
Once the error has been verified, we will provide instructions and an appropriate remedy.
9. Missing Items
If an order contains multiple products and one or more products appear to be missing, first check the shipping information because an order may occasionally be divided into separate shipments.
If the shipment appears complete but an item is genuinely missing, contact info@shohrad.shop with your order number and details of the missing product.
10. Products That May Not Be Eligible for Change-of-Mind Returns
Certain categories of goods may be excluded from statutory change-of-mind cancellation rights where permitted by law. Depending on the products sold, these may include:
- Bespoke or personalised goods;
- Goods made to the customer's specifications;
- Perishable goods;
- Sealed goods that are unsuitable for return for health protection or hygiene reasons after the seal has been broken;
- Certain sealed audio, video, or software products after unsealing; and
- Other categories specifically excluded by applicable law.
These exclusions do not remove rights that apply when goods are faulty, misdescribed, damaged, or otherwise non-conforming.
UK government guidance identifies several such statutory exceptions.
11. Exchanges
Where an exchange is operationally available, we may offer one after reviewing your request.
However, the quickest method may sometimes be to return the eligible product for a refund and place a separate order for the desired item.
Contact info@shohrad.shop before sending a product back if you wish to request an exchange.
12. Refund Processing
After an eligible return is received and reviewed, we will notify you regarding the refund.
Approved refunds will ordinarily be sent to the original payment method unless another method is required by law or expressly agreed.
For statutory cancellation returns, refunds will be handled within the applicable legal timeframe. UK guidance generally requires refunds for qualifying cancelled distance sales within 14 days after the seller receives the returned goods, subject to the applicable rules.
After we issue a refund, banks, payment processors, card issuers, and other financial institutions may require additional processing time before the funds appear in your account. That processing time is controlled by the relevant financial provider.
13. Shipping Charges and Refunds
shohrad.shop provides free standard shipping on eligible orders.
Because customers are not charged for standard delivery under our Shipping Policy, there is normally no standard outbound shipping charge to refund.
If any optional paid delivery service is offered in the future, applicable statutory rules concerning delivery-cost refunds will apply.
14. Refused and Uncollected Packages
Customers are responsible for providing an accurate delivery address and reasonably cooperating with delivery attempts.
If an order is returned because:
- The customer refused delivery without exercising applicable cancellation rights properly;
- The address supplied was incorrect or incomplete;
- The customer failed to collect the parcel; or
- Delivery repeatedly failed due to circumstances attributable to the recipient,
we will assess the order after it is returned to us.
Nothing in this section removes any statutory cancellation or refund right.
15. Order Cancellation Before Dispatch
If you wish to cancel shortly after placing an order, contact:
We will attempt to cancel the order before dispatch where operationally possible.
If the order has already entered fulfilment or has been dispatched, it may no longer be possible to stop shipment. You may instead use any applicable return or statutory cancellation rights after delivery.
16. Proof of Purchase
We may request reasonable evidence that a product was purchased from shohrad.shop before processing a return, refund, replacement, or repair.
Evidence may include an order confirmation, order number, payment confirmation, or other appropriate proof.
UK sellers may request proof of purchase in connection with returns.
17. Abuse of the Return Process
We reserve the right to investigate suspected fraudulent return activity, including altered products, substituted products, false claims, repeated abuse, or attempts to obtain refunds for goods not purchased from shohrad.shop.
This provision will not be used to interfere with legitimate consumer rights.
18. Statutory Rights
Nothing in this Return and Refund Policy is intended to exclude, restrict, or replace any consumer right that cannot lawfully be excluded or restricted.
19. Contact Us
For returns, cancellations, damaged products, incorrect orders, refund questions, or other assistance, contact:
shohrad.shop
Email: info@shohrad.shop
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