Refund and Return Policy
Your Satisfaction Is Our Promise
At SHINEWIS LLC, we believe that every purchase should bring joy, not disappointment. We understand that when you shop for home decor, kitchen accessories, or the perfect gift, you are investing in more than just an object—you are investing in the feeling a space creates, the memories a gift represents, and the quality of your daily life. That is why we stand behind every product we sell with a commitment to your complete satisfaction.
We know that sometimes, despite our best efforts to provide accurate descriptions, detailed photographs, and careful packaging, a product may not meet your expectations. Perhaps the color looks different in your living room light, the size isn’t quite what you envisioned, or you simply changed your mind. Whatever the reason, we are here to make things right.
This Refund and Return Policy is designed to be transparent, fair, and easy to understand. We want you to shop with confidence, knowing that if something isn’t perfect, you have options.
Our 30-Day Satisfaction Guarantee
We offer a 30-day return policy on most items purchased through our website, shinewis.online. This means you have 30 calendar days from the date you receive your order to request a return.
Key Points at a Glance
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Return Window: 30 days from delivery date
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Condition: Items must be unused, in original packaging, with all tags attached
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Proof of Purchase: Receipt or order confirmation required
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Processing Time: 2-3 business days after receiving and inspecting your return
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Refund Method: Original payment method via Stripe
Eligibility for Returns
To ensure fairness for all customers and to maintain the quality of our inventory, we have established clear guidelines for what constitutes a returnable item.
Items That Are Eligible for Return
You may return an item for a full refund if:
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You Changed Your Mind: The item simply isn’t right for your space, and you no longer want it.
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Incorrect Item Received: We shipped the wrong product due to a picking or packing error.
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Size or Fit Issues: The item is larger or smaller than you anticipated, and it doesn’t work in your intended space.
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Color or Design Mismatch: The product looks different in person than it did in our product photos (though we strive for accurate representation, some variation can occur due to monitor settings).
Items That Are NOT Eligible for Return
To protect the health and safety of all our customers and to maintain the integrity of our inventory, the following items cannot be returned:
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Personalized or Custom Items: Any product that has been customized, engraved, or specially made for you
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Final Sale Items: Products clearly marked as “Final Sale” on their product page
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Gift Cards: Gift card purchases are non-refundable
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Personal Care Items: Due to hygiene reasons, certain items cannot be returned
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Items Damaged by Customer: Products that have been used, altered, washed, or damaged after delivery
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Items Missing Original Packaging: Returns without original boxes, poly bags, or tags may be rejected
Condition Requirements for Returns
We take pride in offering new, high-quality products to all our customers. When you return an item, we need to be able to resell it to someone else as new. Therefore, we require that all returned items meet the following condition standards:
Acceptable Condition
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Unused: The item must not have been used, assembled, installed, or worn
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Original Packaging: The product must be returned in its original packaging, which protects it during transit
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All Components Included: All parts, accessories, hardware, and instructions must be included
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Tags Attached: Any original tags or labels must still be attached to the product
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Undamaged: The item must be free from scratches, dents, stains, odors, or any other signs of use or damage
Items Returned in Unacceptable Condition
If we receive a return that does not meet these condition requirements, we reserve the right to:
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Reject the return entirely and send the item back to you at your expense
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Assess a restocking fee to cover the cost of refurbishing or cleaning the item
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Issue a partial refund based on the item’s diminished value
Our team inspects every return carefully. If your return is rejected due to condition, we will notify you via email with photographs and an explanation.
How to Initiate a Return
We have designed our return process to be as simple and hassle-free as possible. Please follow these steps to return an item to SHINEWIS:
Step 1: Contact Customer Service
Before shipping anything back, you must contact our customer service team to initiate the return process. This allows us to provide you with the correct return address and any special instructions.
Email: lemaiquoccuongamz@gmail.com
Phone: +84379514822
When you contact us, please include:
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Your order number
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The item(s) you wish to return
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The reason for the return
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Photographs (if the return is due to damage or defect)
Step 2: Receive Return Authorization
Our customer service team will review your request and, if approved, provide you with a Return Authorization Number and the correct shipping address. Please do not return any item without first receiving authorization—this helps us track returns efficiently and prevents items from getting lost.
Step 3: Pack the Item Securely
Carefully repack the item in its original packaging, using additional protective materials if necessary. Include all original components, tags, and accessories. Write your Return Authorization Number clearly on the outside of the package.
Step 4: Ship the Item Back
You are responsible for the cost of return shipping unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing insurance for high-value items, as we cannot be responsible for lost or damaged return shipments.
Step 5: Confirmation and Refund
Once we receive your return, our team will inspect the item within 2-3 business days. If the return is approved, we will process your refund to the original payment method through Stripe. You will receive email confirmation at each stage of this process.
Return Shipping Costs
Understanding who pays for return shipping is important. Here’s how we handle shipping costs for returns:
Returns Due to Customer Preference
If you are returning an item because you changed your mind, ordered the wrong size, or simply decided you don’t want it, you are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the item reaches us safely.
Returns Due to Our Error
If you are returning an item because we shipped the wrong product, the item arrived damaged, or the item is defective, we will cover the cost of return shipping. In these cases, please contact us first, and we will provide you with a prepaid shipping label or arrange for alternative return shipping arrangements.
International Returns
For customers outside the United States returning items, please note that you are responsible for all return shipping costs, customs duties, and taxes unless the return is due to our error. International returns can be expensive, so we encourage you to review product details carefully before purchasing.
Refund Processing Timeline
We know that waiting for a refund can be stressful. Here is exactly what you can expect regarding timing:
After We Receive Your Return
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Inspection Period: Once your return arrives at our facility, our team will inspect it within 2-3 business days.
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Refund Initiation: If approved, we will initiate your refund through Stripe immediately after inspection.
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Bank Processing Time: After we initiate the refund, your bank or credit card issuer controls how quickly the funds appear in your account. Typical timeframes are:
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Credit Cards: 5-10 business days
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Debit Cards: 3-5 business days
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Digital Wallets (Apple Pay/Google Pay): 3-7 business days
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International Cards: Up to 15 business days
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Communication Throughout the Process
You will receive email notifications at every step:
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Confirmation that we received your return
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Notification that your refund has been approved (or rejected)
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Confirmation that your refund has been initiated
Exchanges
At this time, SHINEWIS does not offer direct exchanges. If you would like a different item—whether a different size, color, or completely different product—we recommend following these simple steps:
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Return the original item for a refund following the process outlined above
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Place a new order for the desired item on our website
This two-step process ensures you receive your new item as quickly as possible, without waiting for us to receive and process your return before shipping the replacement.
Damaged, Defective, or Incorrect Items
While we take every precaution to ensure your order arrives in perfect condition, occasionally mistakes happen or items are damaged in transit. If you receive an item that is damaged, defective, or simply not what you ordered, please accept our sincere apologies and contact us immediately.
What to Do If Your Item Arrives Damaged
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Photograph the Damage: Take clear photographs of the damaged item, the packaging, and any visible shipping box damage.
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Contact Us Within 48 Hours: Email us at lemaiquoccuongamz@gmail.com with your order number and photographs. Prompt reporting helps us file claims with our shipping partners when necessary.
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We’ll Make It Right: We will provide you with a prepaid return shipping label and either send you a replacement (if available) or issue a full refund, including original shipping costs.
What to Do If You Received the Wrong Item
If we made a mistake and sent you the wrong product:
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Contact Us Immediately: Email us with your order number and a photograph of what you received.
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We’ll Arrange the Return: We will provide a prepaid shipping label for you to return the incorrect item.
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We’ll Send the Correct Item: Once we confirm the incorrect item is on its way back to us, we will ship the correct item to you at no additional cost.
Late or Missing Refunds
If you haven’t received a refund within the expected timeframe, here are some steps you can take:
First, Check Your Bank Account
Sometimes refunds post to your account without notification. Log into your banking app or portal and check for a credit in the amount of your refund.
Check with Your Credit Card Company
It can take some time before a refund is officially posted to your statement. Contact your credit card issuer directly to inquire about pending refunds.
Contact Your Bank
For debit card purchases, your bank may have different processing times for refunds. Your bank can provide the most accurate information about when funds will be available.
Still Missing Your Refund?
If you’ve checked with your bank and the expected time has passed, please contact us:
Email: lemaiquoccuongamz@gmail.com
Phone: +84379514822
Please include your order number and the date of your return, and we will investigate immediately.
Cancellations
We process orders quickly to ensure you receive your items as soon as possible. This means that our window for canceling an order is very short.
Order Cancellation Window
You may cancel your order within 1 hour of placing it without any penalty. To cancel, please contact us immediately by phone or email.
After 1 Hour
Once our fulfillment team begins processing your order, we cannot guarantee cancellation. If your order has already been picked, packed, or shipped, you will need to follow the standard return process after receiving the items.
Restocking Fees
We do NOT charge restocking fees for returns that meet our condition requirements. The refund amount will be for the full purchase price of the item(s), excluding original shipping costs.
However, if an item is returned in unsalable condition—such as with missing parts, damaged packaging that cannot be resold, or obvious signs of use—we may deduct a restocking fee of up to 20% to cover our losses.
Shipping Costs and Refunds
Shipping costs are handled as follows:
Original Shipping Costs
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Non-refundable: Original shipping charges are generally non-refundable unless the return is due to our error (wrong item, damaged item, defective item).
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Free Shipping Promotions: If you received free shipping as part of a promotion and then return items, the actual cost of shipping may be deducted from your refund if the return reduces your order total below the free shipping threshold.
Return Shipping Costs
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Customer Preference Returns: You pay for return shipping.
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Our Error Returns: We provide a prepaid return shipping label.
International Returns
For our valued customers outside the United States, please be aware of the following additional considerations:
Customs and Duties
When returning items from outside the US, you are responsible for all customs fees, duties, and taxes associated with the return shipment. Unfortunately, we cannot control or reimburse these charges.
Shipping Time
International returns can take significantly longer to reach us—sometimes 2-4 weeks depending on the origin country and customs clearance. Please be patient, and use a trackable shipping method.
Refund Timing
Refunds for international returns will be processed within 2-3 business days after we receive and inspect the items. However, the time for the funds to reach your account may be extended due to international banking processes.
Proof of Purchase Requirement
To process any return or refund, we require proof of purchase. This can be:
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Your order confirmation email
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The packing slip included with your shipment
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Your credit card or bank statement showing the charge from SHINEWIS
If you purchased a SHINEWIS product from a third-party retailer, please contact that retailer directly regarding their return policy.
Contact Information for Returns
For all return-related inquiries, please contact us:
Email: lemaiquoccuongamz@gmail.com
(Please include “RETURN” in the subject line followed by your order number)
Phone: +84379514822
*(Our team is available Monday-Friday, 9 AM-6 PM Central Time)*
Mailing Address for Returns:
(Please do NOT send returns to this address without first obtaining a Return Authorization Number. Unauthorized returns may be rejected.)
SHINEWIS LLC
Returns Department
5900 Balcones Drive #20708
Austin, TX, 78731
United States
Policy Updates and Changes
SHINEWIS LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically.
The version of this policy in effect at the time of your purchase will govern your return.
Our Commitment to Fairness
We created this Refund and Return Policy not as a legal barrier between us and our customers, but as a framework for fairness. We want you to shop with confidence, knowing that if something goes wrong, we will work with you to find a solution.
Our team is empowered to make reasonable accommodations for unique circumstances. If your situation doesn’t perfectly fit the policy outlined above, please reach out to us. We will listen to your story, consider your circumstances, and do our best to find a resolution that leaves you feeling respected and valued.
At SHINEWIS, your satisfaction isn’t just a policy—it’s our purpose.
Frequently Asked Questions About Returns
Q: Can I return an item if I no longer have the original packaging?
A: Unfortunately, we cannot accept returns without original packaging. The packaging protects the item during return shipping and ensures it reaches us in salable condition.
Q: How long do I have to return a gift I received?
A: The 30-day return window applies from the original purchase date. If you received an item as a gift, please contact the purchaser to initiate the return, or contact us with the order number if you have it.
Q: Do you offer price adjustments if an item goes on sale after I buy it?
A: We do not offer retroactive price adjustments. However, you are welcome to return the item for a refund and repurchase it at the sale price, subject to availability and our standard return policy.
Q: What if my return is lost in transit?
A: If you ship a return and the tracking shows it was delivered to us but we have no record of it, please contact us with the tracking information. We will investigate with our receiving department and the shipping carrier. For this reason, we strongly recommend using trackable shipping methods.
Q: Can I return items from multiple orders together?
A: Please keep returns separate by order and include the Return Authorization Number for each order. Mixing items from different orders can cause processing delays.
Final Words
Thank you for taking the time to read and understand our Refund and Return Policy. We hope you never need to use it, but we’re grateful that if you do, you’ll find the process clear, fair, and straightforward.
At SHINEWIS LLC, we are more than just a company that sells home decor and gifts. We are a team of people who care deeply about the experience our customers have, from the moment you discover our website to the moment your new favorite piece arrives at your door—and beyond.
Shop with confidence, knowing that we have your back.
SHINEWIS LLC
5900 Balcones Drive #20708
Austin, TX, 78731
Phone: +84379514822
Email: lemaiquoccuongamz@gmail.com
Website: shinewis.online