Refund policy
SHIFAH® Refund, Returns, Cancellation & Subscription Policy
This policy applies to purchases made directly from SHIFAH® at shifah.co.
Nothing in this policy excludes, restricts or replaces any statutory right or remedy that cannot lawfully be excluded under applicable UK consumer law.
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1. CHECK YOUR ORDER BEFORE OPENING PRODUCTS
Customers should inspect their delivery promptly upon receipt and check:
* Products received
* Quantities
* Packaging
* Whether the correct items have been supplied
* Whether there is visible transit damage
If you believe there is an incorrect or missing item, packing discrepancy or visible transit damage, please notify us as soon as possible and preferably within 7 working days of delivery.
Prompt notification allows us to preserve warehouse, packing, courier and delivery evidence and investigate efficiently.
Failure to report an issue within 7 working days does not remove any statutory right that cannot legally be restricted. However, where a claim is significantly delayed, we may reasonably request additional evidence necessary to investigate what occurred.
Please inspect products before breaking any protective or hygiene seal.
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2. CHANGE-OF-MIND RETURNS
For eligible distance purchases, UK consumers generally have 14 days after receiving their goods to notify us that they wish to cancel because they have changed their mind.
After notifying us within the applicable cancellation period, the goods must be returned within the further period required by law.
For eligible change-of-mind returns:
* The customer is responsible for arranging and paying the direct cost of return postage.
* SHIFAH® does not provide prepaid return labels for ordinary change-of-mind returns.
* Where the applicable health/hygiene exception applies, products must remain completely unopened and sealed.
* Customers must take reasonable care of the goods while they are in their possession.
* Products should be returned with their original packaging, components and associated items where reasonably possible.
* Customers are responsible for ensuring the return reaches us.
* We strongly recommend tracked return postage.
* Proof of postage and tracking should be retained until the return has been completed.
A change-of-mind return is not a product fault claim.
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3. HEALTH, HYGIENE & PERSONAL-CARE PRODUCTS
SHIFAH® sells cosmetics, skincare, haircare and personal-care products.
Where goods are supplied sealed and are not suitable for return for health-protection or hygiene reasons, the statutory change-of-mind cancellation right may cease once the goods have been unsealed after delivery.
Where this legal exception applies, we will not accept a change-of-mind return once the protective or hygiene seal has been broken, removed, opened or compromised.
If you may wish to return a qualifying product because you have changed your mind:
DO NOT OPEN, USE, TEST OR SAMPLE IT.
Opening a qualifying sealed hygiene product may remove your change-of-mind cancellation right.
This restriction does not affect your statutory rights where goods are genuinely faulty, unsafe, damaged, not as described or otherwise fail to conform to the contract.
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4. WHAT DOES NOT, BY ITSELF, MAKE A PRODUCT FAULTY
The following do not automatically establish that a SHIFAH® product is faulty:
* Changing your mind
* No longer wanting or needing the product
* Ordering the wrong product
* Disliking the fragrance, texture, consistency, colour or appearance
* Personal preference
* Finding an alternative product you prefer
* Finding the product cheaper elsewhere
* Not achieving a particular desired cosmetic result
* Using a product incorrectly or contrary to its directions
* Combining the product with incompatible products
* An individual sensitivity or reaction that does not arise from a defect in the product
* Lifestyle, environmental or other external factors affecting individual results
Cosmetics, skincare, haircare and personal-care products can perform differently between individuals.
This does not affect your statutory rights where a product is actually faulty, unsafe, not as described or otherwise fails to conform to the contract.
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5. RETURN AUTHORISATION
Before returning an eligible product, please contact SHIFAH® Customer Care within the applicable cancellation or return period.
For delivery discrepancies such as missing, incorrect or visibly damaged items, please notify us as soon as possible and preferably within 7 working days so that we can investigate while relevant fulfilment and courier evidence remains available.
Contact:
SHIFAH® Customer Care
Email: info@sxcglobal.com
Please provide:
* Full name
* Order number
* Product concerned
* Reason for the return or claim
* Photographs or supporting evidence where relevant
Where appropriate, we will provide return instructions and a return reference.
Do not send products to an address other than the return address provided by us.
Providing return instructions or a return reference does not constitute advance approval of a refund.
Returned goods may be inspected before a refund is processed.
Where a product is represented as sealed/unopened but is found to have been opened, used, tampered with or to have had its protective/hygiene seal compromised, a change-of-mind return may be refused where permitted by law.
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6. RETURN POSTAGE & RESPONSIBILITY
For an eligible change-of-mind return, the customer is responsible for arranging and paying the direct cost of returning the goods, where permitted by law.
SHIFAH® does not provide prepaid return labels or reimburse return postage for ordinary change-of-mind returns.
Where SHIFAH® is legally responsible for return costs because goods are genuinely faulty, incorrect or otherwise non-conforming, we will deal with those costs in accordance with applicable consumer law.
Customers should retain proof of postage and tracking.
Where we have no record of receiving a returned parcel, we may reasonably request evidence showing that the goods were returned.
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7. RETURNED GOODS & INSPECTION
Returned goods may be inspected to establish their condition and eligibility for refund.
Where legally permitted, we may make an appropriate deduction if the value of returned goods has been diminished by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
A refund will not be issued merely on an unsupported assertion that goods were returned where we reasonably require evidence to establish what happened.
Nothing in this section limits any right that cannot lawfully be restricted.
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8. SALE, CLEARANCE, PROMOTIONAL & REBRAND STOCK
Statutory consumer rights apply to qualifying goods regardless of whether they were purchased:
* At full price
* On sale
* During clearance
* As part of a promotion
* In a multipack
* During our rebrand
Where a specific cosmetic or packaging issue was clearly disclosed before purchase and formed part of the reason for a reduced price, that disclosed issue does not itself make the goods faulty.
SHIFAH® has transitioned from SXC Glo to SHIFAH®. Legitimate stock may therefore display previous SXC Glo packaging or current SHIFAH® packaging where applicable.
Where disclosed, packaging variation alone does not affect product authenticity and does not constitute a product fault.
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9. BUNDLES, GIFTS & PROMOTIONAL ITEMS
Where an entire eligible bundle or promotional order is returned, complimentary gifts or bonus products supplied specifically because of that purchase should also be returned where applicable.
Where part of a bundle or qualifying promotion is retained, any refund may be recalculated in accordance with the actual promotional offer and applicable law.
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10. ORDER CANCELLATION BEFORE DISPATCH
We process orders quickly.
If you wish to request cancellation before dispatch, email us as soon as possible.
Sending an email does not itself mean that an order has been cancelled.
A cancellation request must be received and capable of being actioned before the order progresses beyond the point at which it can reasonably be intercepted.
Customers must allow reasonable time for the request to be received and processed.
A request sent immediately before processing, packing, courier collection or dispatch may not provide sufficient time to intercept an order.
Once an order has entered fulfilment or been dispatched, we may be unable to stop or recall it.
This operational limitation does not remove any statutory cancellation or return right that subsequently applies.
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11. SUBSCRIBE & SAVE
Where available, customers are presented with separate purchasing options:
ONE-TIME PURCHASE
or
SUBSCRIBE & SAVE
Subscribe & Save is a recurring subscription.
The applicable subscription price, discount and delivery/renewal frequency are displayed as part of the subscription offer.
By selecting Subscribe & Save and completing checkout, you authorise recurring payments for the selected products at the frequency disclosed until the subscription is cancelled.
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12. SUBSCRIPTIONS ARE SELF-MANAGED
SHIFAH® subscriptions are self-managed online by the customer.
Customers do not need to contact Customer Service to cancel their subscription.
Through the subscription management facility, available functions may include:
* Viewing your subscription
* Pausing your subscription
* Skipping an upcoming delivery
* Managing products
* Updating eligible subscription information
* Cancelling your subscription
To prevent your next scheduled renewal, complete your cancellation through your subscription account before the recurring payment is processed.
If you experience a genuine technical problem preventing you from accessing, managing or cancelling your subscription, email us promptly so that we have an opportunity to investigate and assist.
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13. SUBSCRIPTION RENEWALS & CANCELLATION
Cancelling a subscription and cancelling an individual order that has already been generated are different actions.
Cancelling a subscription stops future renewals.
If a recurring payment has already been processed and an order generated before cancellation is completed, subsequently cancelling the subscription does not automatically:
* Reverse the completed payment
* Cancel the generated order
* Recall a dispatched parcel
* Cancel an order already in fulfilment
If you also wish to request interception of an already-generated renewal order, email us immediately.
We will attempt to stop the order where reasonably possible but cannot guarantee interception once processing, packing, courier collection or dispatch has begun.
Applicable statutory cancellation and return rights relating to the resulting goods remain unaffected.
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14. PROOF & STATUS OF SUBSCRIPTION CANCELLATION
Customers should complete the full cancellation process through their subscription management account.
If your subscription continues to display as ACTIVE, it has not been successfully cancelled.
Where the subscription system generates a cancellation confirmation, customers should retain this for their records.
Where a customer alleges that a subscription was previously cancelled but our system records show that it remained active, we may reasonably request evidence of the alleged cancellation, such as a dated cancellation confirmation or other relevant record.
If you believe you successfully cancelled but your subscription continues to display as active, contact us promptly by email so that we can investigate.
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15. CUSTOMER SERVICE & SUBSCRIPTION CONTACT
Customer support is provided by email.
SHIFAH® does not operate telephone customer service or telephone subscription cancellation.
Customers do not need to contact Customer Service to cancel a subscription because subscriptions can be cancelled through the customer’s self-service online subscription management facility.
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16. DAMAGED, INCORRECT OR MISSING ITEMS
Customers should inspect their order promptly after delivery.
Please report visible transit damage, incorrect products, missing items or packing discrepancies as soon as possible and preferably within 7 working days of delivery.
Where appropriate, we may request:
* Photographs of the parcel
* Photographs of the products
* Shipping label
* Packaging
* Batch information
* Details of what was received
* Other information reasonably necessary to investigate the claim
Customers should retain relevant packaging while an investigation is ongoing where reasonably possible.
Prompt reporting enables us to investigate while warehouse and courier evidence remains available.
The requested reporting period does not remove statutory rights that cannot lawfully be restricted.
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17. FAULTY PRODUCTS
If you believe a product is genuinely faulty, contact us promptly with your order information and details of the alleged fault.
We may reasonably request photographs, batch information, details of use or other information necessary to investigate the issue.
The requested 7-working-day reporting period for visible delivery discrepancies does not replace the statutory rights applicable to genuinely faulty goods.
Where goods fail to meet statutory standards, the remedies required by applicable UK consumer law will apply.
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18. PRODUCT REACTIONS, ALLERGIES & SENSITIVITIES
Individual skin and hair can respond differently to cosmetic and personal-care products.
Customers should follow:
* Directions for use
* Product warnings
* Recommended frequency of use
* Patch-testing recommendations where provided
An individual reaction, allergy or sensitivity does not automatically establish that the product itself is defective.
Where a customer alleges a product defect, we may reasonably request information necessary to investigate the allegation and distinguish a potential product fault from individual sensitivity, use contrary to instructions, interactions with other products or other relevant factors.
Nothing in this section limits statutory rights where a product is genuinely faulty, unsafe or otherwise non-conforming.
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19. REFUNDS
Where a refund is legally due, it will normally be issued to the original payment method.
Refunds will be processed within applicable statutory timeframes.
Bank or payment-provider processing times after a refund has been issued are outside our control.
We will only make deductions from a statutory refund where permitted by law.
Where required by law, applicable standard outbound delivery costs will be dealt with as part of the statutory refund. Additional amounts paid for enhanced or premium delivery may not be refundable beyond the applicable standard-delivery amount where permitted by law.
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20. DELIVERY ADDRESSES & ADDRESS CHANGES
Customers are responsible for providing a complete and accurate delivery address at checkout.
If you discover an error, email us as soon as possible before dispatch with your order number and corrected address.
We cannot guarantee amendments after an order enters fulfilment.
Once an order has been dispatched, we may be unable to redirect or amend its destination.
Where a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, the returned-to-sender provisions below may apply.
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21. DELIVERY ATTEMPTS, UNCLAIMED, REFUSED & RETURNED-TO-SENDER PARCELS
Customers are responsible for monitoring available tracking information and taking reasonable steps to receive or collect their parcel.
Where tracking shows that delivery was attempted but could not be completed because the recipient was unavailable, failed to collect the parcel, refused delivery or provided incorrect/incomplete delivery information, this will not by itself be treated as a failure by SHIFAH® to dispatch or fulfil the order.
Where an order is returned because it was:
* Unclaimed
* Refused
* Not collected
* Sent to an incorrect/incomplete address supplied by the customer
* Otherwise undeliverable for reasons attributable to the customer
we will assess the appropriate resolution once the parcel has safely returned to us.
Where legally permitted, actual delivery, return or other direct costs arising from circumstances for which the customer is responsible may be taken into account.
Where the customer requests re-dispatch following a failed delivery, refusal, non-collection or incorrect/incomplete address supplied by the customer, the applicable re-delivery charge must be paid before the order is re-dispatched, except where the failed delivery was caused by SHIFAH® or its delivery provider.
Applicable statutory rights remain unaffected.
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22. INTERNATIONAL ORDERS, CUSTOMS & IMPORT CHARGES
Customers ordering internationally are responsible for checking any applicable import requirements.
Unless expressly stated otherwise, customers are responsible for customs duties, import taxes and other charges imposed by their destination country.
Customs duties, import taxes and other charges imposed by authorities or third parties are not payments made to SHIFAH® and therefore cannot be refunded by SHIFAH®.
SHIFAH® does not control customs authorities and cannot guarantee customs-processing times.
Delays caused solely by customs processing are outside our control and do not, by themselves, constitute a product fault.
Where an international parcel is returned because the customer refuses or fails to pay applicable import charges, any appropriate refund or re-dispatch will be assessed after the goods have safely returned to us, subject to applicable law and any costs that may lawfully be taken into account.
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23. MISSING PARCELS & DENIAL OF RECEIPT
If you believe your order has not been delivered, contact us promptly after the expected delivery date or after tracking indicates delivery.
Claims should be raised as soon as reasonably possible so that courier tracking, GPS data, delivery photographs and other evidence remain available.
Where tracking confirms delivery but the customer disputes receipt, the parcel will not automatically be treated as lost solely on the basis of an assertion of non-receipt.
We will investigate the claim with the carrier and may reasonably require:
* A completed Denial of Receipt declaration
* Confirmation of the delivery address
* Cooperation with the courier investigation
* Relevant tracking information
* Confirmation of household/neighbour/safe-place checks
* Other information reasonably required to investigate
Knowingly providing false information or submitting a fraudulent non-receipt claim may result in relevant information being provided to payment providers, couriers, fraud-prevention services or competent authorities where lawful.
These investigation requirements do not remove statutory rights where goods have genuinely not been delivered.
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24. CHARGEBACKS & PAYMENT DISPUTES
Customers are encouraged to contact SHIFAH® promptly if they believe there is a problem with an order, payment, delivery or subscription so that we have an opportunity to investigate.
A chargeback or payment dispute does not itself establish that a transaction was invalid, unauthorised or unfulfilled.
Where a payment dispute is raised, SHIFAH® may provide relevant evidence to the payment processor, acquiring bank, card issuer or card network, including:
* Order records
* Payment records
* Subscription enrolment records
* Subscription status
* Renewal history
* Cancellation records
* Customer account activity
* Relevant communications
* IP/device or fraud-prevention information where lawfully available
* Dispatch and fulfilment records
* Courier tracking
* Delivery photographs
* Proof of delivery
* Customer-facing subscription disclosures
* Terms applicable to the transaction
SHIFAH® reserves the right to contest a chargeback where our records indicate that the transaction was valid, a subscription remained active, cancellation did not occur as alleged, goods were fulfilled or delivered, or the dispute is otherwise inconsistent with our records.
Knowingly false or fraudulent claims may be reported to appropriate payment providers, fraud-prevention services, delivery providers or authorities where lawful.
Nothing in this section prevents a customer from exercising a legitimate payment-dispute right or any statutory consumer right.
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25. FRAUD, FALSE CLAIMS & ABUSE
SHIFAH® reserves the right to investigate suspected fraudulent or knowingly false claims concerning orders, subscriptions, refunds, returns, non-delivery or payments.
Where reasonably justified and lawful, we may:
* Preserve relevant transaction and account evidence
* Cooperate with payment providers and card issuers
* Cooperate with delivery providers
* Use appropriate fraud-prevention services
* Restrict or suspend an account where necessary to protect SHIFAH® from suspected fraud or abuse
* Decline future transactions where permitted
* Refer suspected criminal conduct to appropriate authorities
We will not treat the legitimate exercise of a consumer’s statutory rights as fraud or abuse.
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26. EVIDENCE & RECORD RETENTION
SHIFAH® may retain transaction, subscription, cancellation, fulfilment, delivery and customer-service records for legitimate business purposes, including:
* Fulfilling contracts
* Handling returns and refunds
* Resolving complaints
* Fraud prevention
* Defending payment disputes
* Establishing, exercising or defending legal claims
* Compliance with legal obligations
Personal information will be processed in accordance with our Privacy Policy and applicable data-protection law.
Where necessary and lawful, relevant information may be shared with payment processors, banks, card issuers, card networks, delivery companies, fraud-prevention services, insurers, professional advisers or competent authorities.
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27. CONTACT & COMPLAINTS
For returns, cancellations, subscription assistance, delivery issues or complaints, contact:
SHIFAH® Customer Care
Email: info@sxcglobal.com
Please include:
* Your full name
* Order number
* Details of your request
* Relevant photographs/evidence where applicable
Providing complete information helps us investigate your request efficiently.
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28. STATUTORY RIGHTS
Nothing in this Refund, Returns, Cancellation & Subscription Policy is intended to exclude, restrict or override any mandatory right or remedy available under applicable UK consumer law.
Where any provision of this policy conflicts with a statutory consumer right that cannot legally be excluded or restricted, the statutory right will apply.