Refund policy

Return & Refund Policy

Last Updated: September 4, 2026

At ShineMints, we want you and your pet to be completely satisfied with every purchase. If for any reason you are not happy with your order, we’re here to help.

1. Return Window

You have 30 days from the date of delivery to request a return.

2. Return Eligibility

To be eligible for a return, the following conditions must be met:

    • The product must be unopened, unused, and in its original sealed packaging
    • The product must be in the same condition as when you received it
    • You must provide the order confirmation or proof of purchase

Important – Health & Hygiene Exception:

For safety and hygiene reasons, opened or used supplements cannot be returned. This is standard practice for consumable health products. If you receive a defective or damaged product, please contact us immediately and we will resolve the issue.

3. Non-Returnable Items

    • The following items cannot be returned:
    • Opened or used soft chews
    • Products with broken or tampered seals
    • Products returned after the 30-day window
    • Products not purchased directly from ShineMints
    • Gift cards
    • Sale or clearance items (unless faulty)

4. Return Process

To initiate a return, please follow these steps:

    1. Contact us at hello@shinemints.com with your order number and reason for return
    2. Wait for our confirmation and return instructions
    3. Pack the product securely in its original packaging
    4. Ship the return to the address provided in our instructions

Please note: Returns submitted without prior contact may not be accepted.

5. Refund Method

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

    • If approved, your refund will be processed within 5-10 business days
    • Refunds will be issued to your original payment method (credit card, PayPal, etc.)
    • You will receive a confirmation email once the refund is complete

Please note: Your bank or credit card company may take additional time to process and post the refund to your account.

6. Return Shipping Costs

    • If the return is due to our error (e.g., wrong item shipped, defective product), we will cover the return shipping costs
    • If the return is due to a change of mind or any other reason, the return shipping costs are the customer's responsibility

7. Exchanges

We do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order separately.

8. EU 14-Day Cooling-Off Period

If your order is shipped to an address within the European Union, you have the right to cancel your order within 14 days without giving any reason.

    • The 14-day period begins from the day you receive your order
    • You must return the products in their original condition and packaging
    • You will be responsible for the return shipping costs
    • We will issue a full refund within 14 days of receiving the returned items

9. International Returns

For international orders:

    • The customer is responsible for all return shipping costs
    • Any customs fees, duties, or taxes associated with the return are the customer's responsibility
    • Please mark the package as "Returned Goods" to avoid additional customs charges

10. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 7 days of delivery at hello@shinemints.com with:

    • Your order number
    • A description of the issue
    • Photos of the damaged or defective product

We will arrange a replacement or full refund at no cost to you.

11. Contact Us

If you have any questions about our return policy, please contact us:

📧 hello@shinemints.com

Please allow 24-48 hours for our team to respond.

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