Refund policy

Overview

At Shallii, we stand behind the quality of our sleep mask. This policy explains your rights and our process for returns, refunds, exchanges, and order issues. Please read it carefully before making a purchase.

Shallii sells and ships to U.S. domestic addresses only.

1. Return Eligibility Window

You may request a return within 14 days of the delivery date as confirmed by your tracking information. Requests submitted after 14 days of delivery will not be eligible for a return or store credit, except in cases of a defective or incorrect item as described in Sections 5 and 6 below.

2. Product Condition Requirements

To qualify for a return, the item must be:

Unused and unworn
In its original packaging
Free from damage caused by the customer, including stains, odors, or signs of use

Returns that do not meet these conditions will not be accepted and will be returned to the sender at the customer's expense.

3. How to Initiate a Return, Refund, or Exchange Request

To begin a return or exchange, contact our customer support team at support@shallii.com within the 14-day eligibility window. Please include:

Your order number
The reason for your return or exchange request
Whether you are requesting store credit or an exchange

Once your request is reviewed and approved, you will receive instructions on how and where to send your item. Do not send items back without first receiving approval — unapproved returns may not be processed.

4. Return Shipping Costs

Customer-initiated returns: If you are returning an item for reasons of personal preference or change of mind, return shipping costs are the responsibility of the customer. Shallii does not provide prepaid return labels for discretionary returns.

Company error or defective item: If you received a damaged, defective, or incorrect item, Shallii will cover all return shipping costs. A prepaid return label will be provided at no charge to you. See Sections 5 and 6 for details.

5. Damaged or Defective Items

If your Shallii product arrives damaged or defective, contact us at support@shallii.com within 7 days of delivery with the following:

Your order number
A description of the defect or damage
At least one clear photograph of the item and its packaging

Upon verification, Shallii will offer either a full cash refund or a replacement at no additional cost to you, including return shipping where applicable. The choice of remedy is yours.

Under the Uniform Commercial Code (UCC) § 2-314, goods sold by a merchant carry an implied warranty of merchantability — meaning the product must be fit for its ordinary purpose. A product that arrives damaged or defective does not meet this standard, and you are entitled to a remedy of your choosing.

6. Wrong Item Received

If you receive an item different from what you ordered, contact us at support@shallii.com within 7 days of delivery. Include your order number and a photo of the item received.

Shallii will arrange for the correct item to be shipped to you or issue a full cash refund — whichever you prefer. Return shipping for the incorrect item will be covered entirely by Shallii.

7. Refunds & Store Credit

Discretionary returns (change of mind, within the 14-day window) are eligible for store credit only, issued to your Shallii account once the returned item is received and inspected. Store credit does not expire and can be applied to any future Shallii purchase.

Cash refunds are issued in the following situations only, as required by law:

The item arrived damaged or defective (UCC § 2-314)
The wrong item was sent by Shallii
Shallii failed to fulfill your order within the stated timeframe and you elected to cancel

Cash refunds are returned to your original payment method within 5–10 business days of approval. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435), refunds resulting from a fulfillment failure on our part are issued within 7 business days for card transactions.

Please note that your bank or card issuer may require additional time to post the refund to your account. Shallii is not responsible for delays on the part of your financial institution.

8. Exchanges

Shallii offers exchanges on eligible items within the 14-day return window, subject to product availability. To request an exchange, contact us at support@shallii.com with your order number and the item you would like to receive instead.

Exchanges are available for:

A different Shallii product of equal or lesser value (store credit applied to any difference)
The same product, in the event of a defect or fulfillment error

Items submitted for exchange must meet the same condition requirements outlined in Section 2. Return shipping for exchanges is the responsibility of the customer, except in cases of defect or company error.

9. Non-Returnable Items

The following are not eligible for return, exchange, or store credit:

Items returned after the 14-day eligibility window
Items that have been used, worn, washed, or are not in their original condition
Items returned without prior approval from Shallii customer support
Final sale items, if explicitly marked as such at the time of purchase

10. Contact Us

For all return, refund, and exchange inquiries, please contact our customer support team:

Email: support@shallii.com Response Time: We aim to respond within 1–2 business days.

Please include your order number in all correspondence so we can assist you promptly.