Return Refund Policy
SHAPEONIX CUSTOMER CARE
Return & Refund Policy
We want you to feel comfortable choosing Shapeonix products for your home. This policy explains our 180-day return window, return eligibility, return shipping responsibility, damaged or incorrect orders, cancellations and the way approved refunds are processed.
180-Day Return Window
Eligible Shapeonix purchases may be returned within 180 days from the date of delivery, subject to the conditions described in this policy.
Before returning any item, please contact our customer service team. We will review your request and provide the appropriate return instructions and return address.
Returns sent without first contacting Shapeonix may be more difficult to identify, receive or process.
Return Eligibility
To qualify for a return, an item should generally be returned in substantially the same condition in which it was received, together with any included accessories, components or parts where applicable.
Products that have been materially altered, misused, damaged after delivery for reasons unrelated to a product issue, or used in a way that is inconsistent with the applicable product instructions may not qualify for return.
These conditions do not limit the handling of an item that arrives damaged, defective, incorrect or materially different from its description.
How to Start a Return
Please contact us before sending any item back. The return location may depend on the specific order, product and fulfillment location.
Email service@shapeonix.com and tell us that you would like to request a return.
Include your order number, the email address used for your order and a brief explanation of your return request.
If the item is damaged, defective, incorrect or materially different from its description, include clear photographs or other relevant supporting information when possible.
Wait for our customer service team to provide the applicable return instructions and return address.
Send the item back in accordance with the instructions provided by our customer service team.
Our registered business address is provided for business identification only and is not a universal return address. Do not send a return to that address unless our customer service team has specifically instructed you to do so.
Return Shipping Costs
For preference-based returns or other returns that are not caused by a product issue or fulfillment error, the customer is responsible for return shipping costs.
If an item arrives damaged, defective, incorrect or materially different from its description, Shapeonix will provide an appropriate replacement, refund or return solution at no additional cost to the customer once the issue has been reviewed and confirmed.
When practical, we recommend using a trackable shipping service for returns and keeping the shipping receipt until the return has been fully resolved.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, incorrect or materially different from its product description, please contact service@shapeonix.com as soon as you identify the issue.
Please provide:
- Your order number
- A brief description of the issue
- Clear photographs of the product when possible
- Photographs of the packaging where relevant
- Any other information that may help us review the issue
After reviewing the circumstances, Shapeonix will provide the appropriate replacement, refund or return solution.
An approved resolution for a damaged, defective, incorrect or materially different item will be provided without additional cost to the customer.
Refund Review
After a returned item has been received, or after a refund request that does not require a physical return has been reviewed, we will determine whether the refund is approved based on the circumstances of the request and the terms of this policy.
If additional information is required, our customer service team may contact you using the email address associated with your order.
Approved Refunds
Approved refunds are issued to the original payment method used for the order.
Once a refund has been approved, Shapeonix will generally process it within 1–3 business days.
After the refund has been issued by Shapeonix, it generally takes an additional 5–10 business days for the funds to appear through the original payment method.
The exact posting time depends on the bank, card issuer or payment provider and may vary.
Order Changes & Cancellations
If you need to change or cancel an order, please contact service@shapeonix.com as soon as possible.
Orders may be changed or cancelled before they have been shipped.
Once an order has shipped, we may no longer be able to cancel or modify it. If applicable, you may instead request a return after delivery under this Return & Refund Policy.
Shipping & Delivery Issues
If your concern relates to a delayed, missing or undelivered shipment rather than a return, please contact our customer service team with your order number so we can review the available tracking information and assist with the issue.
Additional delivery information is available in our Shipping Policy .
Questions About a Return
If you are unsure whether an item is eligible for return, need the correct return address, or have questions about a refund, contact us before sending anything back.
Email service@shapeonix.com with your order number and a brief description of your request.
RETURN & REFUND ASSISTANCE
Need Help With a Return?
For questions about return eligibility, return instructions, damaged or incorrect products, cancellations or refunds, contact Shapeonix Customer Care.
9:00 AM–6:00 PM Pacific Time
Company Information
Handan Yucheng Information Technology Co., Ltd.
No. 009, Technology Entrepreneurship Base, No. 3005 Tianyu Road, Wei County Economic Development Zone, Handan, Hebei, China