Refund policy
.custom-policy-wrap {
max-width: 1000px !important;
margin: 40px auto !important;
padding: 20px;
font-family: sans-serif;
line-height: 1.7;
color: #545454;
}
/* Highlight Box for the 14-Day Window */
.refund-hero-card {
background-color: #EBEBEB;
border-top: 5px solid #BD1201;
padding: 30px;
margin-bottom: 40px;
text-align: center;
}
.refund-hero-card h2 {
color: #000;
margin: 0 0 10px 0;
text-transform: uppercase;
font-size: 1.6rem;
letter-spacing: 1px;
}
.refund-hero-card p {
font-size: 1.1rem;
margin: 0;
font-weight: bold;
color: #BD1201;
}
.policy-grid {
display: grid;
grid-template-columns: 1fr 1fr;
gap: 30px;
margin-bottom: 40px;
}
.policy-box {
border: 1px solid #EBEBEB;
padding: 25px;
background: #fff;
height: 100%;
}
.policy-box h4 {
color: #BD1201;
margin-top: 0;
border-bottom: 2px solid #EBEBEB;
padding-bottom: 10px;
text-transform: uppercase;
font-size: 1rem;
letter-spacing: 0.5px;
}
.policy-box ul {
padding-left: 20px;
margin-bottom: 0;
}
.policy-heading {
border-bottom: 2px solid #EBEBEB;
padding-bottom: 10px;
margin-top: 40px;
color: #000;
font-size: 1.4rem;
text-transform: uppercase;
}
/* Step-by-Step RA# Instructions */
.ra-instruction {
background: #f9f9f9;
border: 1px dashed #545454;
padding: 25px;
margin: 20px 0;
}
.step-item {
display: flex;
align-items: flex-start;
gap: 15px;
margin-bottom: 12px;
}
.step-num {
background: #BD1201;
color: #fff;
min-width: 24px;
height: 24px;
border-radius: 50%;
display: flex;
justify-content: center;
align-items: center;
font-size: 12px;
font-weight: bold;
}
.contact-btn {
display: inline-block;
background: #BD1201;
color: #fff !important;
padding: 12px 25px;
text-decoration: none;
font-weight: bold;
margin-top: 15px;
border-radius: 2px;
text-transform: uppercase;
font-size: 0.9rem;
}
@media (max-width: 768px) {
.policy-grid { grid-template-columns: 1fr; }
}
Returns & Exchanges
Return requests must be made within 14 days of receiving your order.
Return Eligibility
- Items must be new, unused, and unaltered.
- Must be in original packaging.
- No signs of installation or damage.
- Custom/Special orders & Gift Cards are Final Sale.
- Return policy applies to direct purchases made via Kelly SHU® only. Items purchased through authorized retailers must be returned directly to the retailer in accordance with their return policy.
Shipping & Fees
- Customer is responsible for return shipping costs.
- Original shipping/duties are non-refundable.
Return Authorization (RA#) Required
All returns must be authorized prior to shipment. Returns sent without a visible RA# may be refused.
1
Contact Customer Service with your Order Number.
2
Receive your unique Return Authorization Number (RA#).
3
Clearly write the RA# on the outside and inside of your package.
4
Ship within 7 business days of receiving your RA#.
Refund Process
Once your item is inspected and approved, your refund will be processed within 5-10 business days. Funds will be issued back to your original method of payment (minus any applicable restocking fees).
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Restocking fees may be waived at our discretion for these cases.
Need to start a return or check your status?
Kelly SHU Customer Service