Refund policy

Thank you for shopping with Shangme Skin Care.
Due to the personal-use nature of skincare products, we maintain strict return requirements to protect the health and safety of our customers. Please read this policy carefully before purchasing or requesting a return, replacement, exchange, or refund.
1. Thirty-Day Return Period We accept return requests for eligible products within 30 calendar days after the order is delivered. To qualify for a return, the product must be: * Unopened, unused, untested, and unaltered * Sealed in its original packaging * In the same condition in which it was received * Accompanied by the order number, receipt, or other proof of purchase A return request submitted within 30 days does not automatically guarantee approval. The product must meet all eligibility requirements stated in this policy.
2. Opened or Used Skincare Products For hygiene, health, and safety reasons, we do not accept returns, exchanges, or refunds for skincare products that have been: * Opened or unsealed * Tested, sampled, or applied * Partially or fully used * Altered, contaminated, or damaged after delivery * Removed from their original packaging This restriction does not apply when the product arrived damaged, defective, incorrect, or when a return or refund is otherwise required by applicable law.
 3. Change-of-Mind Returns An unopened and eligible product may be returned within the 30-day return period when the customer changes their mind. The customer is responsible for all return shipping costs for a change-of-mind return. Original shipping charges are non-refundable. Products must be returned safely and in resalable condition. We reserve the right to deny a refund when the returned product is opened, used, damaged, incomplete, or does not meet the requirements of this policy.
4. Individual Skincare Results Skincare products may affect each person differently. Results may vary based on factors including: * Skin type and sensitivity * Allergies or existing skin conditions * Frequency and consistency of use * Application method * Other skincare, cosmetic, or medical products being used * Environmental and lifestyle factors We do not guarantee that every customer will experience the same results. Not achieving the desired or expected result does not qualify an opened or used product for a return or refund. We also do not provide refunds solely because: * The customer does not like the product after opening or using it * The customer does not like the product’s scent, texture, color, or consistency * The customer changed their mind after using the product * The product was used incorrectly * The instructions were not followed * The product was mixed with other skincare products * The customer stopped using the product before completing a consistent routine These restrictions apply except when a legal remedy is required by applicable law.
5. Skin Irritation or Reactions Customers should review the ingredients and product instructions before use. A patch test is recommended before applying a new skincare product more broadly. Stop using the product if irritation, discomfort, or an unexpected reaction occurs. Seek advice from a qualified healthcare professional when symptoms are serious, persistent, or worsening. A skin reaction does not automatically establish that a product is defective. Claims will be reviewed individually based on the information and evidence provided. Opened or used products are generally not eligible for return solely because of individual sensitivity or an allergic reaction, except when required by applicable consumer-protection law. 
6. Damaged, Defective, Incorrect, or Missing Items Please inspect your package immediately after delivery. 
Contact us within seven calendar days after delivery when: * A product arrived damaged or leaking * A product appears defective * You received the wrong product * An item is missing from your package * The quantity received does not match your order.
Send your claim to: supportshangmeskincare@gmail.com
Include the following information: * Your full name * Order number * Description of the issue * Clear photographs or video of the affected product * Photograph of the shipping box or mailer * Photograph of the shipping label * Photograph of all items received
 Please keep the product, shipping materials, and original packaging until the claim has been reviewed. Do not discard them because additional evidence may be required.
After reviewing the claim, Shangme Skin Care may provide an appropriate remedy, including a replacement, refund, or store credit, depending on the circumstances and applicable law.
Submitting a claim does not guarantee approval.
7. Packages That Appear Opened or Tampered With When a package arrives opened, damaged, or appears to have been tampered with, photograph or record the package before removing its contents whenever possible.
Contact us within seven calendar days and provide photographs of: * The outside packaging * Any torn seals or damaged areas * The shipping label * The package contents * Any missing or damaged products
We may also ask the customer to cooperate with a claim or investigation involving the shipping carrier.
 8. How to Request a Return Do not send a return without receiving approval and return instructions from Shangme Skin Care.
To request a return, email: supportshangmeskincare@gmail.com
Include:
* Your full name
* Order number
* Product you wish to return
* Reason for the return
* Photographs of the product and packaging
When the return is approved, we will provide the return address and instructions.
 Returns sent without prior approval may be refused and may not qualify for a refund.
 9. Return Shipping Customers are responsible for return shipping costs unless: * The wrong product was sent
* The product arrived damaged or defective
* Shangme Skin Care made an error with the order
* Applicable law requires otherwise
Return shipping costs are non-refundable for change-of-mind returns.
 Use a trackable shipping service and keep the receipt and tracking number. Shangme Skin Care is not responsible for returns lost, stolen, delayed, or damaged while being shipped back to us.
The customer is responsible for securely packaging the return.
10. Exchanges We do not offer direct exchanges for change-of-mind purchases.
The fastest way to receive a different product is to return the original eligible product after obtaining approval and place a separate order for the desired product.
Opened, tested, or used skincare products cannot be exchanged for another product, except when the original item was damaged, defective, incorrect, or when required by law.
 11. Non-Returnable Items The following items are not eligible for return, exchange, or refund unless required by applicable law:
 * Opened, unsealed, tested, or used skincare products
* Products not in their original packaging
 * Products damaged through misuse or improper storage
* Products returned without authorization
 * Products without proof of purchase
* Gift cards * Free gifts, promotional items, and samples
 * Final-sale or clearance products clearly marked as non-returnable
* Products purchased from an unauthorized seller or third party Only products purchased directly from the official Shangme Skin Care store may be returned to us.
 Products purchased from a reseller, distributor, marketplace, or other retailer must be returned according to that seller’s policy.
 12. Bundles and Promotional Sets Products purchased as part of a bundle, set, promotion, or discounted package must generally be returned together and in their original unopened condition. Partial returns from a bundle may not be accepted unless:
* A specific item arrived damaged, defective, incorrect, or missing
* Shangme Skin Care approves a partial return
* Applicable law requires another remedy The value of promotional gifts, discounts, or free items may be deducted from an approved refund when the conditions of the promotion are no longer satisfied.
13. Refused, Unclaimed, or Undeliverable Packages Customers are responsible for providing a complete and accurate shipping address. Packages returned to us because of any of the following may not qualify for a full refund:
 * Incorrect or incomplete address
* Delivery refusal * Failure to collect or claim the package
* Multiple unsuccessful delivery attempts
* Failure to pay applicable duties, taxes, or carrier fees When permitted by law, the following may be deducted from an approved refund:
 * Original shipping charges
* Return-to-sender charges
* Carrier fees
* Customs duties or taxes charged to Shangme Skin Care
* Other costs incurred in recovering the package The customer must pay additional shipping charges before an eligible returned package can be shipped again.
14. Lost or Stolen Packages When carrier tracking shows a package as delivered but the customer cannot locate it, the customer should:
 * Check the delivery area * Ask household members
 * Check with neighbors or building management
* Contact the shipping carrier
* Verify the shipping address provided with the order
Contact us promptly so we can review the shipment information and determine whether a carrier claim may be available.
Shangme Skin Care is not automatically responsible for packages stolen after confirmed delivery. Any replacement or refund will depend on the carrier investigation, available evidence, shipping protection, and applicable law.
15. Order Cancellations Contact us immediately to request an order cancellation.
We cannot guarantee cancellation after an order has been submitted. Orders that have already been processed, packed, assigned a shipping label, or transferred to the carrier may no longer be canceled.
Once an order has shipped, the regular return requirements apply.
Payment-processing fees or other non-recoverable charges may be deducted from a cancellation refund when permitted by law and disclosed before purchase.
16. Refund Review and Processing Once an eligible return is received, we will inspect it and notify you whether the refund has been approved or denied.
Returned products must pass inspection before a refund is issued.
When approved, the refund will be sent to the original payment method used for the order. We cannot normally send a refund to a different card, bank account, or person.
 Please allow your bank, card issuer, or payment provider additional time to process and post the refund.
Original shipping charges are non-refundable unless:
* Shangme Skin Care made an error
* The order arrived damaged, defective, or incorrect
* Applicable law requires the shipping charge to be refunded
17. Late or Missing Refunds After receiving confirmation that a refund was issued, please allow time for your financial institution to process it.
 When the refund has not appeared:
1. Check your bank or credit-card account again.
2. Contact your card issuer or bank.
 3. Contact your payment provider.
4. Email supportshangmeskincare@gmail.com with your order number.
Processing times are controlled by the customer’s financial institution after we issue the refund.
18. Chargebacks and Payment Disputes Please contact us before opening a chargeback or payment dispute so we have an opportunity to review and resolve the concern.
Opening a chargeback does not guarantee a refund.
We may provide the payment processor with relevant records, including: * Order confirmation
* Shipping and tracking records
* Delivery confirmation
 * Customer communications
 * This Return and Refund Policy
* Product and order details Nothing in this section limits a customer’s lawful right to dispute an unauthorized or incorrect charge.
19. Fraudulent or Abusive Return Activity We reserve the right to deny a return, replacement, exchange, or refund when there is evidence of:
* Return fraud * False or misleading claims
* Altered photographs or documentation
* Repeated abuse of the return process
* Product tampering
* Returning a product different from the item purchased
 * Unauthorized payment activity
We may restrict future purchases when fraudulent or abusive activity is reasonably suspected, subject to applicable law. 
20. Consumer Rights Nothing in this policy removes rights or remedies that cannot legally be waived.
California generally permits retailers to establish their own return policies, but limited or no-refund conditions must be clearly disclosed.
 This policy should therefore be displayed prominently on your website and made available before the customer completes the purchase.
The FTC also recommends clearly stating the return deadline, who pays return shipping, and whether special rules apply to discounted products.
 21. Contact Information For return, refund, replacement, damaged-item, incorrect-item, or missing-item concerns, contact: Shangme Skin Care Customer Support: supportshangmeskincare@gmail.com Please include your full name and order number in every message.