4.1 Our Commitment
We want you to be completely satisfied with your Shaiglo skincare products. However, due to health, safety, and hygiene regulations governing personal care products, our return policy is necessarily limited.
4.2 Return Window
Returns must be requested within 7 days of delivery. Requests made after 7 days cannot be accommodated.
4.3 Eligible Returns
We accept returns only for products that are:
Damaged in Transit:
- Product container is broken, leaking, or crushed
- Product is contaminated or spoiled upon arrival
Incorrect Items:
- You received the wrong product
- You received the wrong shade, size, or variant
Unopened/Unused Products:
- Product remains sealed in original packaging
- Product has not been opened, tested, or used in any way
- Product is in resalable condition
4.4 Non-Returnable Items
For health and safety reasons, we cannot accept returns of:
- Opened skincare products
- Used or partially used products
- Products without original packaging or labels
- Products damaged due to misuse
- Sale or clearance items (unless defective)
- Gift cards or promotional items
4.5 Return Process
Step 1: Contact Us Email info@shaiglo.ca within 7 days of delivery with:
- Order number
- Product name and description of issue
- Clear photos showing the problem (for damaged/incorrect items)
Step 2: Return Authorization Our team will review your request and, if approved, provide:
- Return authorization (RMA) number
- Return shipping instructions
- Deadline for return shipment
Step 3: Ship the Return
- Pack the item securely in original packaging
- Include a copy of your order confirmation
- Write the RMA number clearly on the outside of the package
- Ship via trackable method
Returns Without Authorization: Unapproved or unauthorized returns will not be processed and may not be returned to you.
4.6 Return Shipping Costs
Customer Responsibility: You are responsible for return shipping costs unless:
- The return is due to our error (wrong/damaged item)
- The product is defective
Our Responsibility: If the return is due to our mistake, we will:
- Provide a prepaid return label, or
- Reimburse your return shipping costs upon receipt
Shipping Insurance: We recommend using trackable, insured shipping for returns. We are not responsible for returns lost or damaged in transit.
4.7 Refund Processing
Inspection Period: Once we receive your return, we will inspect it within 2-3 business days.
Refund Approval: If approved, refunds are issued to your original payment method within 5-10 business days.
Refund Amount:
- Full refund for eligible returns (product price + tax)
- Original shipping charges are non-refundable unless the return is due to our error
- Return shipping costs are not refunded unless the return is due to our error
Refund Notification: You will receive email confirmation once the refund is processed. Please allow additional time for your financial institution to post the credit.
4.8 Exchanges
Exchange Policy: We do not offer direct exchanges at this time. If you wish to exchange a product:
- Return the original item following our return process
- Place a new order for the desired product
This ensures faster processing and accurate inventory management.
4.9 Damaged or Defective Products
If your product arrives damaged or is found to be defective:
Report Immediately: Contact us within 48 hours of delivery at info@shaiglo.ca with:
- Order number
- Product description
- Photos of the damage or defect
- Description of the issue
Resolution Options: At our discretion, we may offer:
- Full refund
- Replacement product at no charge
- Store credit for future purchases
4.10 Incorrect Orders
If we shipped the wrong product to you:
- Contact us within 7 days at info@shaiglo.ca
- We will arrange for the correct product to be sent
- We will provide a prepaid return label for the incorrect item
- No charge to you for our error
4.11 Refused or Undeliverable Packages
Refusal of Delivery: If you refuse delivery of your order:
- Original shipping charges are non-refundable
- A 15% restocking fee may be deducted from your refund
- Refund is processed once the package returns to us
Undeliverable Returns: Packages returned to us as undeliverable due to incorrect address or unclaimed delivery are subject to the same terms as refused packages.
4.12 Allergic Reactions or Skin Sensitivities
Product Safety: While our products are formulated with high-quality ingredients, individual reactions can occur.
Our Policy:
- We do not accept returns of opened products due to allergic reactions or skin sensitivities
- It is your responsibility to review ingredient lists before purchase
- We recommend patch testing if you have sensitive skin or known allergies
Exceptions: If you experience a severe adverse reaction, contact us immediately. We will review the situation on a case-by-case basis and may request documentation from a healthcare provider.
4.13 Order Cancellations
Before Shipment: If your order has not yet shipped, you may request cancellation by contacting info@shaiglo.ca. If cancellation is successful, you will receive a full refund.
After Shipment: Once an order has shipped, it cannot be cancelled. You must follow the return process after receiving the package.
4.14 Contact Us About Returns
For return or refund inquiries:
Shaiglo Inc.
📧 info@shaiglo.ca
Suite 470, 1-200 North Service Road W
Oakville, ON L6M 2Y1, Canada