Return & Refund Policy

Return and Refund Policy

Effective Date: 31 March, 2026

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Shorestead website located at www.shorestead.com ("Website").

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

• Email: support@shorestead.com

• Phone: (260) 400-3966
• Address: 8 The Green, STE R, Dover, Delaware, 19901, United States
• Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

 

3. Return Eligibility

Customers in the United States have the right to return the product within 30 days of receipt without providing a reason, subject to the conditions below.

3.1 Conditions for Return

• Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.

• Original Packaging: The item must be in the original packaging, with all labels and tags attached.

• Proof of Purchase: A receipt or proof of purchase is required.

 

4. Return Process

4.1 Initiating a Return

To initiate a return:

1. Contact Customer Service: Email us at support@shorestead.com or call (260) 400-3966 within 30 days of receiving your order.

2. Provide Information: Provide your order number and a detailed reason for the return.

3. Restocking Fee: Please note that change-of-mind returns are subject to a 20% restocking fee, which will be deducted from your refund.

4. Return Authorization: After review, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.

4.2 Preparing Your Return

• Package the Item Safely: Securely pack the item in its original packaging.

• Include Documentation: Include all accessories, manuals, and the return authorization form.

4.3 Shipping the Return

• Shipping Method: Use a trackable shipping method such as USPS, UPS, or FedEx.

• Return Window: Ship the item within 7 days after receiving the return authorization.

 

5. Return Shipping Costs

The customer is responsible for paying return shipping costs.

 

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Eligibility: Items must be unused, in original packaging, and reported within 30 days.

• Refund: A refund will be issued to the original payment method, minus a 20% restocking fee.

6.2 Defective or Damaged Goods

• Notification: Contact us within 7 days of delivery.

• Documentation: Provide photos or videos of the defect or damage.

• Resolution: We will offer a replacement or a full refund for products that arrive damaged.

6.3 Incorrect Product Received

• Resolution: Inform us immediately. We will arrange for the incorrect item to be returned and ensure you receive the correct product.

6.4 Product Never Arrived

• Notification: Contact us if your product does not arrive within the estimated delivery time of 3-5 business days.

• Resolution: We will investigate with the carrier and offer a refund or replacement if the item is confirmed lost.

6.5 Order Cancellation

• Before Shipment: You can cancel your order for a full refund within 24 hours of order placement if it has not yet been shipped.

 

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

• Custom or Personalized Products: Items made to specific specifications.

• Gift Cards: Non-refundable and valid for 1 year.

• Perishable/Sanitary Goods: Unless unopened and unused.

 

8. Refunds

8.1 Approval

Refunds are issued after we receive and inspect the returned item to ensure it meets eligibility criteria.

8.2 Processing

• Method: Refunds will be processed to the original payment method (Shopify Payments).

• Time Frame: Refunds are processed within 5-7 business days of receiving the returned item.

 

9. Exchanges

We replace items if they are defective, damaged, or incorrect. To request an exchange, contact support@shorestead.com.

 

10. Legal Rights

This policy does not affect any statutory rights you may have under Delaware or United States law.

 

11. Questions and Support

Shorestead

• Phone: (260) 400-3966
• Email: support@shorestead.com
• Business Hours: Monday to Friday, 9:00 AM to 5:00 PM EST
• Address: 8 The Green, STE R, Dover, Delaware, 19901, United States

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.