1. Order Cancellation Policy
If you wish to cancel your order, please contact us via email at info@shappa.com.au as soon as possible, or use the Chat button in the bottom right corner of the page.
Before Shipment
Orders may be cancelled within 1 hour of placement, provided the order has not yet been shipped.
Most orders are processed and shipped within 24 hours.
There is no cancellation fee for standard items cancelled before shipment.
After Shipment
If the order has already been shipped, cancellation is no longer possible.
You may instead request a return in accordance with our Return & Refund Policy below.
2. Australian Consumer Law (ACL)
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
A replacement or refund for a major failure, and;
Compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This policy does not exclude or limit your rights under the Australian Consumer Law.
3. Change of Mind Returns (30-Day Risk-Free Policy)
We understand that sometimes a product may not be suitable. For this reason, we offer a 30-day change-of-mind return policy.
Eligibility
Return requests must be made within 30 days of receiving the item
Items must be unused, in "like-new" condition, and returned in their original factory packaging.
Conditions
Custom-made or made-to-order products are produced specifically to customer specifications and are not eligible for change-of-mind returns.
Items clearly marked as final sale or clearance at the time of purchase are not eligible for change-of-mind returns.
Costs
For change-of-mind returns, customers are responsible for return shipping costs
No restocking fee will apply to items returned in "like new" condition
4. Returns Due to Fault or Damage
If your item is faulty, damaged, or not as described, please contact us at info@shappa.com.au with:
Your order number
Photos or videos clearly showing the issue
In these cases:
Return shipping costs will be covered by Shappa
You may choose a refund, replacement, or repair, in accordance with the Australian Consumer Law
No restocking or handling fees will be charged
5. Return Process
Step 1. Email info@shappa.com.au to request a return authorisation
Step 2. We will provide return instructions and the return address
Step 3. Returns sent without prior authorisation may not be accepted
We strongly recommend using a trackable and insured shipping service. Shappa is not responsible for items lost or damaged in transit.
6. Inspection & Refund Processing
All returned items are subject to inspection upon receipt
Refunds are processed within 7-10 business days after inspection
Refunds will be issued to the original payment method
If returned items show signs of use, damage, or missing packaging not caused by transit, a reasonable reduction in refund amount may apply, in accordance with ACL guidelines.
7. Backordered Items
If an item you ordered is out of stock:
We will notify you by email with the estimated restock date
You may either wait for the item to become available or cancel the order and receive a full refund.
Where possible, in-stock items will be shipped first, and backordered items will be shipped separately at no additional cost.
8. Geographic Availability
This return policy applies to orders delivered within Australia only.
