Refund policy
At SHKG, we want you to love your magnetic lashes and enjoy a smooth shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.
If you have any questions, please contact our customer support team:
Email: support@shkg.com
Return Eligibility
We accept return requests within 30 days after the delivery date.
To be eligible for a personal-preference return, your item must meet all of the following conditions:
- The product must be unused and unworn;
- The product must be in the same condition as when you received it;
- The original packaging and included accessories must be returned;
- You must provide your order number or proof of purchase.
Please contact us before sending any return. Returns sent without prior approval may not be accepted.
Hygiene & Safety Policy
Because SHKG magnetic lashes are personal beauty products designed for use around the eyes, hygiene and safety are extremely important.
For personal-preference returns, lashes that have been used, worn, tried on, or otherwise affected in a way that prevents resale are not eligible for return.
This restriction does not apply to items that arrive damaged, defective, or incorrect.
Non-Quality Related Returns
Returns caused by personal reasons, including but not limited to:
- Change of mind;
- Ordering the wrong style;
- Choosing the wrong product;
- Personal preference;
may be accepted only if the product remains unused and unworn, in its original condition, with its original packaging and included accessories.
Customers are responsible for return shipping costs for non-quality related returns.
Original shipping charges are generally non-refundable unless the return is due to an error or product issue on our part.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If you receive:
- A damaged product;
- A defective item;
- An incorrect product;
please contact us as soon as possible after delivery at:
Please include your order number and photos or videos showing the issue.
After reviewing your request, we will provide an appropriate solution, which may include:
- A replacement product;
- A refund;
- Other reasonable assistance.
If the issue is confirmed, SHKG will cover the appropriate return or replacement costs.
Return Process
To request a return:
- Contact us at support@shkg.com with your order information and reason for the return.
- Wait for our return approval and instructions.
- Send the product according to the provided return instructions.
- Once the return is received, we will inspect the item and confirm its condition.
Please do not send items back before receiving return authorization.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, we will process the refund to your original payment method within 10 days after receiving and approving the returned item.
Your bank, credit card company, or payment provider may require additional time for the refund to appear in your account.
If you have questions about the status of your refund, please contact us at:
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel your order or request a return within 14 days of receiving your goods, without providing a reason.
To exercise this right, the product must:
- Remain unused;
- Remain unopened;
- Be returned in its original packaging.
Please note that due to hygiene and safety reasons, opened or used magnetic lashes are not eligible for return.
Exchanges
If you would like to exchange an item, the fastest way is:
- Return the original unused and unworn product with its packaging and included accessories;
- Once your return is approved, place a new order for the desired item.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
SHKG Customer Support
Email: support@shkg.com
Phone: +86 189 3867 9400
Operating company: Shenzhen Hongjiu Culture Media Co., Ltd. (深圳市鸿久文化传媒有限公司)
Business address: Room 408, Building A1, Zhongbaotong, No. 34 Changfa West Road, Bantian Subdistrict, Longgang District, Shenzhen, Guangdong 518131, China