Returns & Refunds Policy

We hope you love your Shenmu piece. If for any reason you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.

30-Day Returns

To be eligible for a return, your item must be unworn, unused, and in its original condition and packaging.

To request a return, please contact us within 30 days of receiving your order. Returns sent without contacting us first may not be accepted.

Return Shipping Costs

For returns due to a change of mind, personal preference, incorrect size selection, or other reasons not caused by Shenmu, the customer is responsible for the return shipping costs.

Original shipping charges are non-refundable for returns that are not caused by an error on our part.

If you receive an incorrect, damaged, or defective item due to an error on our part, please contact us so we can review the issue and provide an appropriate solution. Depending on the circumstances, this may include a replacement, reshipment, refund, or reasonable return shipping costs.

Customized & Size-Adjusted Items

Items that have been customized, personalized, or specifically adjusted to a size requested by the customer are not eligible for returns due to a change of mind, personal preference, or an incorrectly provided size.

If a customized or size-adjusted item arrives damaged, is made incorrectly by us, or does not match the confirmed order details, please contact us and we will assist you.

Natural Materials & Handcrafted Variations

Many Shenmu pieces are made by hand and incorporate natural materials such as crystals, stones, wood, bodhi seeds, and handcrafted incense beads.

Natural and handcrafted materials may vary slightly in color, texture, pattern, shape, size, or surface appearance. These individual variations are part of the natural character of each piece and are not considered defects.

This does not affect your rights if an item arrives broken, significantly damaged, incorrect, or has a genuine manufacturing issue.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, incorrect, or if an item is missing from your order, please contact us within 7 days of delivery.

Please provide your order number and clear photos or videos showing the issue so that we can review it as quickly as possible.

Once the issue has been confirmed, we may offer a replacement, reshipment, refund, or another appropriate solution depending on the circumstances.

Non-Returnable Items

We are unable to accept returns for:

• Customized, personalized, or customer-requested size-adjusted items, except where there is a confirmed issue caused by Shenmu.
• Items that have been worn, used, altered, damaged after delivery, or are no longer in their original condition.
• Items returned without their original packaging or included accessories where this affects their condition or ability to be resold.
• Gift cards, if applicable.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method. After we process the refund, banks, credit card companies, and payment providers may require additional time to post the funds to your account.

Refunds typically appear within approximately 5–10 business days after processing, although the exact timing depends on your payment provider.

Exchanges

If you would like a different size or item, please contact us first. Depending on the product and circumstances, we will advise you on the available options.

Customized or size-adjusted items remain subject to the conditions described above.

Contact Us

To request a return or report a problem with your order, please contact us through our Contact page or customer support email and include your order number.