Refund policy

Return and Refund Policy

Thank you for choosing Shinora! We want you to be completely satisfied with your purchase. If you're not, we offer a 60-day money-back guarantee under certain conditions. Please read our return and refund policy carefully.

Medical and Hygiene Products – Excluded from Returns

Our products are classified as medical and hygiene devices, which, under applicable law, are excluded from returns for health and safety reasons. Specifically, products that come into direct contact with the skin, such as face masks or skincare devices, cannot be returned once opened or used. This policy is in place to protect our customers and ensure that all delivered products meet the highest hygiene standards. Please note that used or opened items can only be returned if there are proven quality defects.

Right of Withdrawal under German Law (only German customers)

According to § 355 BGB, consumers have the right to return goods purchased online within 14 days without giving any reason. However, this right of withdrawal does not apply to sealed products that are not suitable for return due to health protection or hygiene reasons if the seal has been removed after delivery (§ 312g Para. 2 No. 3 BGB).

Therefore, unopened products can be returned within 14 days. Opened or used hygiene items are excluded from the right of withdrawal.

60-Day Money-Back Guarantee

We offer a 60-day money-back guarantee as a voluntary service for our customers. This guarantee allows you to test and use the product to ensure it meets your expectations. If you're not satisfied with your purchase, you can request a return or refund within 60 days of the purchase date.

Please note that this guarantee is a goodwill offer. We reserve the right to reject return or refund requests if we consider the reason invalid or find evidence of misuse of our policy. Our decision on return requests is final and binding.

We aim to assess each return request fairly while ensuring our policies and the rights of all customers are respected.

Please contact our customer service for more information or questions about returns at support@shinorabeauty.com.

Return Shipping Costs

The customer is responsible for return shipping costs, including shipping fees and any customs duties or fees for international returns. Our generous 60-day money-back guarantee allows you to try our products risk-free, but Shinora does not cover return shipping costs.

Packing & Returns

Please pack the product securely to prevent damage during return shipping. Be sure to include a note with your name, order number, and the product being returned inside the package – without this information we cannot identify your return.

You can use any shipping service of your choice. Optionally, you may send us the tracking number so we can better monitor the return.

As we work with warehouses worldwide, you will receive the appropriate return address automatically via email depending on your location.

Please follow the return instructions on our page "Request Return".

Return Address

Our return centers are located in various countries around the world. You will automatically receive a return address as close to your home address as possible – depending on where you are located. This address will be sent to you via email after you submit your return request.

Main warehouse address:
Shinora Beauty
1007 N Orange St. 4th Floor Suite #3063
Wilmington, Delaware 19801
United States

Requesting a Return

1. Log into your account: Customers can access their account by clicking on the profile icon in the shop navigation or via the new customer account URL:
   
   Start Return
   
   Link: accounts.shinorabeauty.com
   You'll need to enter your email address and a six-digit confirmation code that will be sent to your email.

2. Select your order: After logging in, click on the order you wish to return.

3. Select item(s) to return: If the order contains multiple items, you can select the specific items you want to return.

4. Provide return reason: Customers must select a reason for the return and may optionally add a note to the shop.

5. Submit request: Finally, click "Submit Request" to send your return request. Then email photos of the product to support@shinorabeauty.com along with your order number. No additional comments or messages are necessary.

You will be informed within 24 hours how to return the product(s), if the return is approved.

Return Process via Email

1. Contact our support: Send an email to support@shinorabeauty.com to request a return or refund. Include your order number and reason for the return.

2. Send photos: To confirm your return, we require photos of the product. These photos must clearly show the item's condition. Please include the photos in your return request email.

3. Get approval: After reviewing your request and photos, we will approve the return. We reserve the right to decline returns if misuse or improper use is suspected. You will receive detailed instructions on how and where to send the product.

4. Send product: Once you've received our instructions, return the product to the provided address. The customer must cover return shipping costs.

5. Receive refund: After receiving and inspecting the returned item, your refund will be processed within 7–10 business days. The refund will be issued to the original payment method used at purchase.

Conditions for Returns

• The product must be returned in the same condition you received it. Products showing signs of use or that are incomplete may be excluded from return.
• Refunds are only offered for products purchased through shinorabeauty.com.
• Abuse of the 60-day money-back guarantee may result in denial of returns for future purchases.

Non-Refundable Items

• For hygiene reasons, used products without quality defects cannot be returned.
• Custom-made or personalized items are also excluded from return unless they are faulty due to a manufacturing defect.

Contact

If you have questions about returns or refunds, our customer service team is always here to help. Please contact us at support@shinorabeauty.com.