Refund policy

SHAI Returns & Exchanges

Updated October 21, 2026. Purchases are not yet open. These are the terms prepared for SHAI’s first product release.

10-day exchange request window

For a voluntary size exchange, contact shai.official.apparels@gmail.com within 10 calendar days after delivery, quoting your order number, the item and size received, the size requested and the reason for the exchange. Please wait for approval and return instructions before sending an item.

Eligible condition

Garments must be unworn, unwashed, unaltered and free of stains, odours or damage, with original labels and hang tags attached. Trying an item on indoors to check fit is acceptable. Include any accessories supplied with the item and protect it in suitable packaging.

Exchange after inspection

A return label or a carrier delivery scan does not mean an exchange has been approved. We must receive and inspect the actual garment, including its identity, condition, tags and supplied accessories. An empty parcel or a parcel containing a different item does not satisfy a return.

We aim to review received returns within five business days and will email the outcome. If an item is ineligible, we will explain why and discuss the next steps with you. Approved exchanges depend on replacement stock. If your requested size is unavailable, we will contact you to agree on an alternative; we will not substitute a size or issue store credit without your agreement.

Exchange shipping costs

For an approved voluntary size exchange, the customer pays return shipping and SHAI pays standard shipping for the replacement garment. Any optional upgrade must be agreed in advance. If we supplied an incorrect or defective item, SHAI will arrange the appropriate remedy and cover the necessary return and replacement shipping where applicable.

Return instructions and labels

After approval, we will provide the correct return address and shipping instructions, including a return label where available. Label charges, if applicable, will be disclosed before you accept them. Keep your drop-off receipt and tracking details. Do not send returns to the corporate registered office or any address on packaging without authorisation. Our automated return-label service is not active yet.

Refunds and your rights

For a change of mind or a voluntary size change, our standard offer is an exchange rather than a cash refund. This policy does not limit any rights or remedies available under applicable consumer law, including for defective, misdescribed, incorrect or undelivered goods. A statutory refund or other required remedy is not replaced by store credit.

First 50 reservation requests

No payment is collected for a First 50 reservation request. There is no purchase obligation and no paid order to refund at the reservation stage. You may cancel your request by emailing SHAI.