Refund policy

Returns & Refunds

We want you to be satisfied with your ShaFar order. If something isn't right, contact us and we'll resolve it.

At a glance

  • 30 days to return an unused item for a refund
  • 14 days to report a damaged, defective, or incorrect item
  • We cover all costs when the fault is ours

30-Day Returns

You may request a return within 30 days of delivery. Items must be unused, unwashed, and returned in their original packaging with all accessories and tags included.

You may try an item on over clothing to check fit. Items that have been worn against bare skin, washed, or used cannot be accepted for hygiene reasons.

Damaged, Defective, or Incorrect Items

Please contact us within 14 days of delivery if your item arrives damaged, defective, or is not what you ordered. Include:

  • Your order number
  • Clear photos of the item and the outer packaging
  • A short video if the issue is not visible in photos

We will send a replacement or issue a full refund, whichever you prefer. In most cases you will not need to ship the item back.

How to Start a Return

Email support@shafar.us with your order number and reason for return. We respond within 24 hours and will confirm the return address and instructions.

Please wait for our confirmation before shipping anything back. Returns sent without prior authorisation cannot be processed or refunded.

Return Shipping Costs

  • Change of mind, wrong size, or no longer needed: return shipping is paid by the customer. We recommend a tracked service — we cannot refund returns that do not reach us.
  • Damaged, defective, or incorrect item: we cover all costs.

Size Exchanges

We offer one size exchange per order on the Posture Support Belt and 3D Knee Support Sleeve. You cover shipping to us; we cover shipping on the replacement. Please review the size guide on the product page before ordering.

What We Cannot Accept

  • Items that have been worn against bare skin, washed, or used
  • Items returned without original packaging or with accessories missing
  • Requests made more than 30 days after delivery
  • Items marked final sale or clearance
  • Gift cards

Orders That Have Not Arrived

If your tracking has not updated for 10 or more days, or your order has not arrived within 30 days of dispatch, contact us. We will investigate with the carrier and arrange a replacement or refund.

Packages Marked as Delivered

If tracking shows your package as delivered but you have not received it, please:

  • Check with household members, neighbours, and building management
  • Look in any safe or concealed delivery locations
  • Contact your local carrier with the tracking number

Then contact us within 7 days of the recorded delivery date. We are not able to refund packages confirmed as delivered to the correct address, but we will help you file a carrier claim and will review each case individually.

Incorrect Addresses

Please check your shipping address carefully at checkout. We cannot refund or replace orders sent to an address entered incorrectly. If a package is returned to us as undeliverable, we will refund the order value less shipping and handling costs.

Refused or Unclaimed Packages

Packages refused at delivery or not collected from a carrier holding location will be returned to us. We will refund the order value less shipping and handling costs once the package is received.

Order Cancellations

Orders can be cancelled free of charge within 12 hours of purchase, provided fulfillment has not started. After that point the order is with our warehouse and cannot be cancelled, but you may return it under the terms above once it arrives.

Refunds

Once your return is received and inspected, we will email you with the outcome and issue your refund to the original payment method within 5 business days. Your bank or card issuer may take a further 5–10 business days to post the credit. Original shipping charges are non-refundable unless the return is due to our error.

Questions

Email support@shafar.us  We're here to help.