Refund, Return, and Exchange Policy

Customer Satisfaction Policy

We value your satisfaction and strive to ensure that you are happy with your purchase. Return and exchange requests, including reports of items that arrived defective, damaged, or incorrect, must be made within 14 days of receipt. This is the deadline to contact us and make a request, not to complete return transit, inspection, refund processing, or an exchange. Eligibility conditions and exclusions below apply.

General Return Policy

• Eligibility Period: Return and exchange requests, including reports of defective, damaged, or incorrect items, must be made within 14 days of receipt.
• Sale Items:
  • All sales are final for discounted or promotional items.
  • Only regular-priced items are eligible for return, exchange, or refund.

Return Eligibility

To qualify for a standard return:

1. Items must be in the same condition as received:
   • Unopened and unused.
   • In original packaging.
2. Items not in their original condition, damaged, or missing parts due to reasons not attributable to our error are not eligible for a standard return.
3. A receipt or proof of purchase must be provided.

SHi® may, at its discretion, agree to accept an exception for an opened or used item, or an item missing its original packaging. These returns require prior approval and are not guaranteed to be accepted. Approved exceptions are subject to the 35% restocking fee described below. Items that arrived defective, damaged, or incorrect are not subject to this fee.

How to Initiate a Return

1. Contact Us: Email us at info@shiprofessionals.com to request a return authorization.
2. Approval Process: Once approved, we will:
   • Notify you by email of acceptance or rejection.
   • Provide a return shipping label (if applicable) along with instructions.
   • Note: Unauthorized returns (sent without prior approval) will not be accepted.
3. Shipping Costs: Customers are responsible for return shipping fees unless:
   • The product is defective, damaged, or incorrect.

Return Address:

SHi® Professionals
124 Rose Lane, Suite 103
Frisco, TX 75036
United States

Refund Policy

Refunds are subject to authorization and inspection. They may be issued for:

• Standard eligible returns of regular-priced items that are unopened, unused, and in original packaging, with proof of purchase and within the stated return period.
• Items that arrived defective, damaged, or incorrect.
• Discretionary exceptions that SHi® expressly agrees to accept for opened or used items, or items missing original packaging.

Process:

1. Once the return is received and inspected, you will be notified of approval or rejection.
2. If approved:
   • Refunds will be processed within 30 business days.
   • The 35% restocking fee is deducted only for approved discretionary exceptions involving opened or used items, or missing original packaging. It is not deducted from standard eligible unopened, unused returns in original packaging, or from returns of items that arrived defective, damaged, or incorrect.
   • Shipping costs are handled as described in the Shipping Costs sections below.
   • Refunds will be issued to the original payment method.
3. Non-Refundable Circumstances:
   • Returns that do not meet the eligibility requirements and have not been expressly approved as a discretionary exception.
   • Custom products, personalized items, or personal care goods.
   • Sale or discounted items.

Note: Shipping costs are non-refundable. For high-value returns (over $75), we recommend using a trackable shipping service or purchasing shipping insurance.

Exchange Policy

We only replace items if:

• They are defective, damaged, or incorrect.
• Exchange requests must be made within 14 days of receipt. This is a request deadline, not a deadline to complete the exchange.

How to Exchange:

• Contact us at info@shiprofessionals.com to request an exchange.
• Eligible items must be unused, unaltered, and in their original packaging.
• For faster processing, return the item and place a new order once the return is approved.

Damaged or Incorrect Items

Inspect your order upon receipt. If an item arrived defective, damaged, or incorrect, contact info@shiprofessionals.com within 14 days of receipt to report the issue and request a return or exchange. Please include clear photos of the package and items. Prior authorization and the eligibility conditions and exclusions in this policy apply.

We will work to resolve the issue promptly. The 35% restocking fee does not apply to items that arrived defective, damaged, or incorrect.

Exceptions / Non-Returnable Items

The following items are not eligible for return:

• Custom or personalized products.
• Personal care goods (e.g., beauty products).
• Sale or discounted items.

For specific concerns, please email us at info@shiprofessionals.com.

Restocking Fee

A 35% restocking fee applies only when SHi® agrees, as a discretionary exception, to accept an opened or used item, or an item missing its original packaging. Opening or using an item does not automatically make it eligible for return; prior approval is required.

The fee does not apply to:

• Standard eligible returns that are unopened, unused, and in original packaging.
• Items that arrived defective, damaged, or incorrect.

Order Cancellation/Changes

• Contact info@shiprofessionals.com within 24 hours of placing your order and before carrier handoff to request cancellation or changes. Requests are not guaranteed.
• Orders canceled before processing will receive a 100% refund.
• Once the package has been handed to the carrier, the order cannot be canceled or changed. Customers must wait to receive the package and then request a return, subject to authorization and the eligibility requirements in this policy. Receipt of the package does not guarantee return approval.
• The 35% restocking fee is not a cancellation fee. It applies only to the approved discretionary returns described above.
• Special/Discounted Orders: Cannot be canceled or changed.

Shipping Information

For returns, send the product to:

SHi® Professionals 
124 Rose Lane, Suite 103
Frisco, TX 75036
United States

Shipping Costs:

• Return shipping is the customer’s responsibility unless the item is defective, damaged, or incorrect.
• Original shipping costs are non-refundable.

Late or Missing Refunds

If you haven’t received a refund after 30 business days:

1. Check your bank account.
2. Contact your credit card company (processing times may vary).
3. If unresolved, email us at info@shiprofessionals.com for further assistance.