1. General Information

We are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your item, we are here to assist. This Return and Refund Policy applies to all purchases made through our website shungite-tolvu.com and complies with consumer protection laws in the European Union (EU), United Kingdom (UK), and United States (USA).

2. Return Eligibility

You may return eligible products within the following timeframes:

  • European Union & United Kingdom: 14 days from the date of delivery, in accordance with the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013.
  • United States: 30 days from the date of delivery, in line with standard retail practices.

To be eligible for a return, the item must be:

  • Unused and in the same condition as received;
  • In its original packaging (if applicable);
  • Accompanied by proof of purchase (e.g., order number or receipt).

3. Right of Withdrawal (EU & UK)

For EU and UK customers, you have the statutory right to withdraw from the purchase contract without providing a reason within 14 days of receiving the item. This applies to most products, subject to exceptions listed below.

4. Non-Returnable Items

The following items are not eligible for return or withdrawal:

  • Personalized or custom-made items (excluded under Article 16(c) of EU Directive 2011/83/EU and the UK Consumer Contracts Regulations);
  • Digital downloads or software once accessed or downloaded;
  • Health and hygiene products (e.g., earrings, cosmetics) once opened or unsealed;
  • Gift cards.

5. Return Process

To initiate a return:

  1. Contact us within the applicable return period (14 days for EU/UK, 30 days for USA);
  2. Provide your order number and reason for the return (if applicable);
  3. We will respond with return instructions, a return address, and, where needed, a return authorization number.

⚠️ Do not send items without prior authorization. Unauthorized returns may not be processed.

6. Return Shipping Costs

  • EU & UK: Return shipping costs are the responsibility of the customer.
    If your order was damaged during transportation, please contact us within 7 days of receiving the item to arrange a possible return and replacement. We may request photo or video evidence of the damage. A replacement and reimbursement of return shipping will only be provided after the damage has been confirmed.
  • USA: The customer is responsible for return shipping unless the return is due to our error. In such cases, we will provide a prepaid return label.

We strongly recommend using a trackable and insured shipping service, as we are not responsible for items lost in transit.

7. Refund Policy

Once we receive and inspect your return, we will notify you of the refund decision via email. If approved:

  • Refunds are issued within 5–7 business days;
  • The refund is returned to the original payment method;
  • Shipping charges (original and return) are non-refundable, unless the item was defective or incorrectly shipped.

For EU/UK customers exercising the statutory right of withdrawal, the full purchase amount, including standard outbound shipping, will be refunded.

Please note: Your payment provider may require additional time to process and post the refund.

8. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • Contact us within 7 days of delivery;
  • Provide a description and, if possible, photographic evidence of the issue;
  • We will arrange a prepaid return label (if applicable) and offer a full refund or replacement upon inspection.

9. Exchanges

We do not offer direct exchanges. If you wish to receive a different item, please return the original item for a refund and place a new order.

10. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Recheck your bank or payment provider records;
  2. Contact your card issuer or bank — sometimes it takes time;
  3. If the refund still hasn’t arrived after 10 business days, email us at [your email].

11. Consumer Rights

This policy does not affect your statutory rights under applicable consumer protection laws, including:

  • EU: Consumer Rights Directive (2011/83/EU);
  • UK: Consumer Contracts Regulations 2013 and Consumer Rights Act 2015;
  • USA: State-level consumer protection laws.

For more details, contact your local consumer protection authority.

12. Contact Us

If you have questions or need assistance with a return or refund, please contact us:

📧 Email: shungitetolvu@gmail.com
🌐 Website: https://shungite-tolvu.com/
📦 Returns Address: Provided upon request when return is authorized