Refund & Return Policy

At Shantivale, we want every customer to feel confident and supported when shopping with us.

If anything isn’t right, our team is here to assist you.

1. Return Eligibility

We accept returns within 30 days of delivery.

To qualify for a return, items must be:

  • Unused and in their original condition

  • Returned with original packaging

  • Accompanied by an order number or proof of purchase

Before sending anything back, please contact us so we can provide the correct return address and instructions.

2. Items Not Eligible for Return

The following items cannot be returned:

  • Products not in original condition due to customer handling

  • Products with missing parts not caused by us

  • Gift cards

  • Final-sale items clearly marked as non-returnable

  • Customized or personalized items

(These conditions follow standard consumer return practices and are permitted under GMC when clearly disclosed.)

3. Refunds

Once we receive and inspect your returned item, we will notify you via email.

If approved, your refund will be issued to the original payment method within 5–10 business days.

If your refund seems delayed, please:

  • Check your bank or payment account

  • Contact your card issuer or payment provider

  • Reach out to us at service@shantivale.com if further help is needed

4. Exchanges

Exchanges are available only for items that arrive defective or damaged.

To process an exchange, please contact us with:

  • Your order number

  • Photos of the issue

5. Return Shipping Costs

  • If the return is due to a product defect or our error, we cover the return shipping cost.

  • For all other returns (e.g., change of mind), the customer is responsible for return shipping costs.

Shipping fees are non-refundable.

If a prepaid return label is provided, its cost may be deducted from the final refund amount.

6. Damaged or Missing Items

If your order arrives damaged or incomplete, please contact us within 7 days of delivery with:

  • Your order number

  • Photos of the issue

We will arrange a replacement or an appropriate solution as quickly as possible.

7. Order Cancellations

Orders may be cancelled within 12 hours if they have not yet been processed or shipped.

Please contact us as soon as possible to request cancellation.

8. Contact Information

For any assistance, please contact:

Email: service@shantivale.com

Hong Kong Office

UNIT B, 13/F, Shing Lee Commercial Building

No. 8 Wing Kut Street, Central, Hong Kong

Shenzhen Fulfillment Center

Room 304J3S, Tower A, Phase 1, Tianchuangxin Technology Plaza

No. 29 Tairan 4th Road, Shatou Subdistrict

Tian’an Community, Futian District, Shenzhen, China