Return & Refund Policy

RETURN POLICY

Thank you for shopping at Shade.

We offer a 30-day return policy. You may request a return within 30 days from the date your order is delivered.

To start a return, contact us at support@shopshade.co.

ELIGIBILITY FOR RETURNS

To qualify for a standard return:

  • The item must be unworn and unused
  • The item must be in its original condition
  • Original tags and packaging must be included where applicable
  • Proof of purchase or your order number must be provided

Items that show signs of wear, washing, damage caused after delivery, alteration, or improper use may not qualify for a refund.

RETURN PROCEDURE

Before sending anything back, contact support@shopshade.co with:

  • Your order number
  • The item you wish to return
  • The reason for the return

We will provide the appropriate return instructions and return address.

Please do not send products back without contacting us first. Unauthorized returns may not be accepted.

RETURN SHIPPING COSTS

For standard returns or change-of-mind returns, the customer is responsible for return shipping costs.

For verified damaged, defective, or incorrect items, Shade will cover reasonable return shipping costs where applicable.

Original shipping charges are generally non-refundable unless required by applicable law or the return is caused by an error on our part.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or different from what you ordered, contact support@shopshade.co as soon as possible.

Please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging where relevant
  • A clear description of the issue
  • Additional photos or video if reasonably required to verify the claim

Once the issue has been reviewed and verified, we may offer a replacement, refund, or another appropriate resolution.

Nothing in this section limits any mandatory rights you may have under applicable consumer law.

ORDER CANCELLATIONS

If you wish to cancel or change an order, contact support@shopshade.co as soon as possible.

We will make reasonable efforts to assist if the order has not entered processing or fulfillment.

Once processing, production, or fulfillment has started, we cannot guarantee that an order can be changed or cancelled.

If an order has already shipped, you may request a return after delivery where eligible under this policy.

Any mandatory cancellation or withdrawal rights available under applicable law remain unaffected.

INCORRECT SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error, contact us immediately.

We will make reasonable efforts to correct the address before shipment, but changes cannot be guaranteed once processing or shipping has started.

If an order cannot be delivered because an incorrect or incomplete address was provided by the customer, additional shipping costs may apply where permitted by law.

REFUSED OR UNCLAIMED PACKAGES

If a package is refused, left unclaimed, or returned to us because the customer did not complete required delivery steps, the order will be reviewed once it is returned.

Where permitted by law, actual shipping, return, customs, or carrier charges may be deducted from the refund.

This does not apply where the delivery failure was caused by Shade or where applicable law provides otherwise.

LOST PACKAGES

If your tracking has not updated or your order has not arrived within the expected delivery period, contact support@shopshade.co.

We may investigate the shipment with the carrier before issuing a replacement or refund.

If the shipment is confirmed lost in transit, we will provide an appropriate resolution.

MARKED DELIVERED BUT NOT RECEIVED

If tracking shows your order as delivered but you cannot locate it, please first check:

  • Around the delivery location
  • With household members
  • With neighbours
  • With building reception or management
  • With the carrier

If the parcel is still missing, contact support@shopshade.co.

We may request information needed to investigate the delivery with the carrier.

A tracking status marked "delivered" does not automatically prevent us from reviewing a legitimate claim.

NON-RETURNABLE ITEMS

Certain items may not qualify for standard change-of-mind returns, including:

  • Gift cards
  • Personalized items
  • Custom-made products
  • Products made specifically to customer instructions
  • Hygiene-sensitive products where a legally valid hygiene seal has been removed, where applicable

Any product-specific return restriction will be disclosed on the relevant product page where appropriate.

These exclusions do not remove rights relating to defective, damaged, incorrect, or non-conforming goods.

SALE ITEMS

Unless specifically stated otherwise, sale items remain eligible for return under the same conditions as other products.

Any item that is genuinely excluded from standard returns will be clearly identified before purchase where required.

Mandatory consumer rights remain unaffected.

EXCHANGES

Exchange requests may be submitted within 30 days of delivery.

The item must satisfy the same eligibility requirements as a normal return.

To request an exchange, contact support@shopshade.co with your order number and the details of the item you would like to exchange.

Availability of replacement sizes or products cannot be guaranteed.

REFUNDS

Once your return has been received, it will be inspected.

If approved, your refund will be issued to the original payment method.

Please allow up to 7 business days for us to process an approved refund.

Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

RESTOCKING FEES

Shade does not charge restocking fees for approved standard returns.

FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate claims that appear fraudulent, manipulated, duplicated, or abusive.

Where reasonably necessary, we may request additional information or evidence before approving a refund, replacement, or other resolution.

Claims may be refused where reliable evidence shows fraud, material misrepresentation, return abuse, or intentional damage, subject to applicable law.

PAYMENT DISPUTES AND CHARGEBACKS

If you experience a problem with your order, please contact support@shopshade.co first so we have an opportunity to resolve the issue.

If a payment dispute or chargeback is opened, Shade may provide relevant transaction information to the payment provider, including:

  • Order records
  • Tracking information
  • Proof of shipment or delivery
  • Customer communications
  • Return or refund records
  • Relevant account or transaction information

This information may be used solely to respond to and resolve the payment dispute.

CONSUMER RIGHTS

Nothing in this policy is intended to limit rights that cannot legally be excluded.

Where local law provides additional rights, including statutory cancellation, withdrawal, refund, repair, replacement, or warranty rights, those rights will continue to apply.

CONTACT

For returns, refunds, exchanges, damaged products, or order issues, contact:

Shade
Email: support@shopshade.co