Returns, Refunds & Customer Satisfaction Policy

Last Updated: 12 August 2026

At TheShopeneur, we want you to feel confident when shopping with us. If your order is not quite what you expected, please contact us and we will do our best to provide a simple, fair and convenient solution.

Our goal is to resolve customer concerns without unnecessary returns or complicated procedures.

1. Our Flexible Refund Options

If you are not satisfied with your order, please contact us with your order number and details of the issue.

Depending on the circumstances, we offer flexible refund options so that you can choose the solution that works best for you.

Option 1 — Keep Your Order & Receive a 50% Refund

If you are not completely satisfied with your purchase but would like to keep the product, we may offer a 50% refund of the product purchase price.

With this option:

• You keep the product.

• You do not need to return it.

• We refund 50% of the product purchase price.

• The refund is normally sent to your original payment method.

• Applicable delivery charges are handled separately.

Option 2 — Keep Your Order & Receive a Full Refund

If the 50% refund option does not work for you, we may offer a full refund while allowing you to keep the product.

With this option:

• You keep the product.

• No return is required where we confirm that this option applies.

• We refund the full product purchase price.

• The refund is normally made to your original payment method.

• Delivery charges will be handled according to the circumstances of the order and applicable UK consumer law.

This option is intended to make the refund process as simple and convenient as possible.

2. When a Return May Be Required

Our priority is to make the refund process as easy as possible.

In many situations, we may be able to resolve an issue without requiring the product to be returned. However, in certain circumstances, we may ask for the product to be returned before completing a refund or another remedy.

If a return is required, we will provide clear return instructions.

Please do not send any product back without contacting us first.

3. Change of Mind

If you change your mind about your purchase, please contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it.

For eligible online purchases that have already been delivered, applicable UK cancellation and return rights may apply.

Where a return is required because of a change of mind, applicable return delivery costs may be the customer's responsibility where permitted by law.

Your statutory consumer rights are not affected by this policy.

4. Damaged Products

If your product arrives damaged, please contact us as soon as reasonably possible after delivery.

To help us resolve the issue quickly, we may ask you to provide:

• Your order number

• A description of the damage

• Clear photographs of the product and packaging

• Any other information reasonably required to understand the issue

After reviewing the situation, we may offer a refund, partial refund, replacement or another appropriate solution.

5. Faulty or Defective Products

If you receive a product that is faulty or defective, please contact us.

We will review the issue and provide an appropriate remedy in accordance with applicable UK consumer protection law.

Depending on the circumstances, this may include:

• A full refund

• A partial refund

• A replacement

• Another appropriate remedy

Nothing in this policy is intended to remove or restrict rights that you have under UK consumer law.

6. Incorrect Product

If you receive an item that is different from the product you ordered, please contact us before returning anything.

We will review the order and provide an appropriate solution.

Where the error is confirmed to be on our side, we will work with you to resolve the issue as quickly as reasonably possible.

7. Product Condition

Where a return is required, we ask that products are returned in reasonable condition.

Where legally permitted, products should preferably be returned with their original packaging, accessories and included items.

However, statutory consumer rights will always take priority over any condition requirements stated in this policy.

8. Refund Amount

Depending on the circumstances, available resolutions may include:

• 50% refund + customer keeps the product

• 100% refund + customer keeps the product, where offered and confirmed by TheShopeneur

• Full refund following an eligible return

• Partial refund

• Replacement

• Another reasonable solution agreed with the customer

Applicable delivery charges are considered separately depending on the reason for the refund and applicable law.

9. Delivery Charges

Delivery charges are not automatically included in every refund.

For change-of-mind requests, applicable delivery and return costs may be the customer's responsibility where permitted by law.

For faulty, damaged or incorrectly supplied products, delivery-related costs and refunds will be handled according to the circumstances of the order and applicable consumer law.

Where a special refund option is offered, we will clearly explain the refund amount before processing it.

10. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched or delivered, the applicable cancellation, return and refund process will apply.

11. Refund Processing

Once a refund has been approved, we will process it to the original payment method where possible.

After we issue the refund, the time required for the money to appear in your account may depend on your bank, card provider or payment service provider.

We cannot control processing times imposed by third-party payment providers.

12. Multiple Products in One Order

If your order contains multiple products, please contact us with the relevant order details.

Depending on the circumstances, a refund may apply to the affected product rather than the entire order.

We will explain the available options before processing the refund.

13. How to Request a Refund

To request a refund or discuss an issue with your order, please contact us and provide:

• Order number

• Customer name

• Email address used for the order

• Reason for the request

• Photos or supporting information where relevant

Our customer support team will review your request and explain the available options.

14. Fair & Reasonable Resolution

We want to keep our refund process straightforward and customer-friendly.

We do not want customers to experience unnecessary difficulty when resolving a genuine issue. At the same time, refund requests may be reviewed individually to ensure that our policy is applied fairly.

We may consider:

• The reason for the refund request

• The condition of the product

• Whether the product is faulty, damaged or incorrect

• Whether the order has been delivered

• The applicable consumer rights

• The resolution already offered for the order

15. Important Consumer Rights

This policy is intended to make our refund and return process simple and customer-friendly.

Nothing in this policy affects, removes or limits any statutory rights you may have under applicable UK consumer protection law.

Where UK law provides a customer with a specific right or remedy, that right will continue to apply.

16. Contact Us

If you have any questions about your order, return or refund, please contact our customer support team before sending anything back.

TheShopeneur

Email: info@theshopeneur.com
Website: theshopeneur.com

We are happy to review your situation and help you find the most suitable solution.

TheShopeneur — Simple, Fair & Customer-Focused Support