Refund policy

Return & Refund Policy

Returns & Exchanges

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the terms and conditions below.

All KellySHU.com orders are fulfilled by Kelly SHU–assigned warehouses. The fulfilling party can be identified by the package label, invoice, or packing slip included with your shipment.

Return Eligibility

To qualify for a return:

  • Items must be new, unused, and unaltered

  • Items must be returned in their original packaging

  • Products that show signs of use, installation, modification, or damage will not be accepted

  • Custom or special-order items are not eligible for return

  • Discontinued, sale items, and gift cards are final sale and not eligible for refund or exchange unless the item is defective.

Return requests made after 14 days from delivery will not be accepted.

Return Authorization (RA#) Required

All returns must be authorized prior to shipment.

How to start a return:

  1. Contact Kelly SHU Customer Service with your order number

  2. You will receive a Return Authorization Number (RA#)

  3. Clearly write the RA# on the outside of the return package

  4. Include the RA# inside the package whenever possible

Returns sent without a visible RA# may be refused.

RA# authorizations must be issued within 14 days of delivery and will expire 7 business days from the date of issue.

Shipping & Handling

  • Customers are responsible for return shipping costs

  • Original shipping charges are non-refundable

  • Customs duties, VAT, taxes, and other fees are non-refundable

  • Returned items must be packaged securely to prevent damage during transit
    (Damage caused by insufficient packaging will void the return)

Restocking Fee

Approved returns may be subject to a restocking fee of up to 25% of the product purchase price.

The restocking fee may apply in cases including, but not limited to:

  • Change-of-mind returns

  • Incorrect item ordered by the customer

  • Opened or handled products returned in resalable condition

The restocking fee will be deducted from the refund amount.

Refunds

Once the returned item is received and inspected:

  • Approved refunds will be processed within 2 weeks

  • Refunds are issued to the original method of payment

  • Refunds apply to the product price only, minus any applicable restocking fees

  • Shipping charges are not refunded

Please allow additional processing time for your bank or credit card provider.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact Kelly SHU Customer Service as soon as possible. In these cases, restocking fees may be waived at our discretion.

Order Status & Support

You may check your order or return status through your Shopify account or guest order lookup.
For assistance, please contact Kelly SHU Customer Service.