SHELFSMART

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Refund and Returns Policy

Effective Date: June 4, 2026

Thank you for shopping at SHELFSMART LIMITED (accessible via shelfsmartltd.com). We value your business and strive to provide high-quality products. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue through our structured returns and refunds process.

By making a purchase on our website, you agree to the terms and conditions outlined in this Refund and Returns Policy.

1. General Policy: No Return, No Refund

At SHELFSMART LIMITED, we maintain a strict policy regarding the processing of refunds. We do not offer “Refund Only” options under any standard circumstances.

To be eligible for a refund or an exchange, you must physically return the purchased item back to us. No refund will be authorized, issued, or processed until the physical goods have been successfully received, inspected, and approved by our warehouse team at our official address: 52e Hayton Road, Wigram, Christchurch 8042, New Zealand.

2. Return Eligibility Window

You have 30 calendar days from the date you received your item to initiate a return. If 30 days have gone by since your delivery date, we unfortunately cannot offer you a refund or an exchange.

To qualify for a successful return, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original, undamaged packaging.
  • The item must have all original tags, labels, and protective seals attached.
  • You must provide the original receipt, invoice, or valid proof of purchase.

3. Non-Returnable and Non-Refundable Items

Certain types of goods are exempt from being returned or refunded. These include:

  • Gift cards and digital downloadable products.
  • Personalized, custom-made, or print-on-demand items.
  • Perishable goods (such as food, flowers, or plants).
  • Intimate, hygienic, or sanitary goods (such as swimwear, undergarments, or opened cosmetics).
  • Items purchased during clearance, final sales, or marked as “Non-Returnable”.

4. The Return Process

If you wish to return an item, you must follow these steps:

  1. Contact Us First: Send an email to our customer support team at silverth@shelfsmartltd.com or call us at +64 (3) 3415474 to state the reason for your return. Please include your order number and clear photos of the item.
  2. Return Authorization: Once our team reviews your request, we will issue a Return Merchandise Authorization (RMA) number and provide detailed instructions. Do not send items back without contacting us first; unauthorized returns will not be processed.
  3. Ship the Item: Package the item securely and ship it to our designated return address:SHELFSMART LIMITED
    52e Hayton Road, Wigram, Christchurch 8042, New Zealand

5. Shipping Costs for Returns

  • Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.
  • Trackable Shipping Required: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee, and are not responsible if, we do not receive your returned item due to postal or courier failures. If a returned package goes missing in transit, no refund can be issued.

6. Inspection, Approval, and Refunds

Once your returned item is received at our Christchurch facility, our quality control team will inspect it. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the goods.

  • If Approved: Your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal, or bank transfer) within 7 to 14 business days, depending on your financial institution’s processing times.
  • If Rejected: If the item is found to be used, damaged, missing original parts, or not in its original packaging, the refund will be denied. We can ship the item back to you at your expense, or dispose of it locally.

7. Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged during transit, or completely incorrect, our “No Return, No Refund” policy still applies.

You must contact us at silverth@shelfsmartltd.com within 48 hours of delivery with clear photographic or video evidence of the defect or damage. Even for defective or wrong items, you must ship the product back to our facility so we can verify the claim and report it to our suppliers. Once the defective item is received and inspected, we will either send you a brand-new replacement item or issue a full refund, and we will reimburse your reasonable return shipping costs upon proof of receipt.

8. Late or Missing Refunds

If you have been notified of an approved refund but have not seen it in your account yet:

  1. Check your bank account or payment platform again.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Contact your bank, as there is often some processing time before a refund is cleared.

If you have done all of this and you still have not received your refund, please contact us at silverth@shelfsmartltd.com.

9. Contact Information

For any questions, concerns, or inquiries regarding our Refund and Returns Policy, please feel free to reach out to our dedicated support team:

  • Company Name: SHELFSMART LIMITED
  • Website: shelfsmartltd.com
  • Contact Email: silverth@shelfsmartltd.com
  • Physical Address: 52e Hayton Road, Wigram, Christchurch 8042, New Zealand
  • Phone Number: +64 (3) 3415474