1. Contact us
To request a return authorisation, you can contact us in three ways:
- 1. Email us at info@shappa.com.au
- 2. Click the Chat button in the bottom right corner of the page
- 3. Fill out the form on our Contact Us page
2. Prepare your package
We will provide return instructions and the return address. Returns sent without prior authorisation may not be accepted.
Please disassemble the product and repackage all components in the original box with the original packaging materials.
We strongly recommend using a trackable and insured shipping service. Shappa is not responsible for items lost or damaged in transit.
3. Receive a refund
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.
Faulty or Damaged Items
If your item is faulty, damaged, or not as described, we're here to help. In these cases, return shipping costs will be covered by Shappa, and you may choose a refund, replacement, or repair in accordance with the Australian Consumer Law. We can send replacement parts directly from our Melbourne warehouse, minimizing wait times and ensuring a quick resolution to any issues. No restocking or handling fees will be charged.
For complete details on our return policy, cancellation policy, and your rights under Australian Consumer Law, please visit our Return Policy page.
FAQ
Yes, you can cancel your order within 1 hour of placement, provided the order has not yet been shipped. Most orders are processed and shipped within 24 hours, so please contact us as soon as possible if you need to cancel.
You can reach us via email at info@shappa.com.au, use the Chat button in the bottom right corner of the page, or fill out the form on our Contact Us page. There is no cancellation fee for standard items cancelled before shipment.
If your order has already been shipped, cancellation is no longer possible. You may instead request a return in accordance with our Return & Refund Policy.
We offer a 30-day change-of-mind return policy. 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.
For change-of-mind returns, customers are responsible for return shipping costs. No restocking fee will apply to items returned in "like new" condition.
Please note that custom-made or made-to-order products are not eligible for change-of-mind returns, as they are produced specifically to customer specifications. Items clearly marked as final sale or clearance at the time of purchase are also not eligible.
If your item is faulty, damaged, or not as described, please contact us at info@shappa.com.au with your order number and photos or videos clearly showing the issue.
In these cases, return shipping costs will be covered by Shappa, and you may choose a refund, replacement, or repair in accordance with the Australian Consumer Law. We can send replacement parts directly from our Melbourne warehouse, minimizing wait times and ensuring a quick resolution. No restocking or handling fees will be charged.
To return an item, please follow these steps:
- Contact us via email at info@shappa.com.au, use the Chat button, or fill out the form on our Contact Us page to request a return authorisation.
- Prepare your package - We will provide return instructions and the return address. Please disassemble the product and repackage all components in the original box with the original packaging materials.
- Ship your return - We strongly recommend using a trackable and insured shipping service. Returns sent without prior authorisation may not be accepted. Shappa is not responsible for items lost or damaged in transit.
All returned items are subject to inspection upon receipt. Refunds are processed within 7-10 business days after inspection and 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 Australian Consumer Law guidelines.
Return shipping costs depend on the reason for return:
- Change-of-mind returns: Customers are responsible for return shipping costs.
- Faulty, damaged, or not as described items: Return shipping costs will be covered by Shappa.
We strongly recommend using a trackable and insured shipping service for all returns. Shappa is not responsible for items lost or damaged in transit.
Custom-made or made-to-order products are produced specifically to customer specifications and are not eligible for change-of-mind returns. However, if a custom product is faulty, damaged, or not as described, you are still protected under the Australian Consumer Law and may be entitled to a replacement, refund, or repair.
If you have concerns about a custom product, please contact us at info@shappa.com.au with your order number and details of the issue.
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
- Compensation for any other reasonably foreseeable loss or damage
- 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. For complete details, please visit our full Return Policy page.
