Returns & Refunds
Cancellations, returns and customer rights.
Returns, cancellations and refunds.
We want you to shop with confidence. This page explains how to request a return or cancellation and how we handle faulty, damaged or incorrectly supplied products.
Cancel an eligible online order
For most eligible online purchases, you may cancel within 14 days after receiving your goods. For goods delivered separately, the cancellation period generally starts on receipt of the final item. Notify us of your decision by emailing hello@shadowbaye.com; you do not need to use a particular form.
Products excluded from change-of-mind returns
Certain statutory exceptions apply, including sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, personalised goods and items liable to deteriorate or expire rapidly. These exceptions do not remove your rights concerning faulty or misdescribed goods.
Returning eligible goods
When exercising a statutory cancellation right, return the eligible goods within 14 days of notifying us, unless otherwise agreed or required by law. Contact us before sending a parcel so we can provide the correct return instructions and address. Pack goods securely and retain evidence of dispatch.
Return shipping costs
For change-of-mind returns, you may be responsible for direct return costs where disclosed before purchase and permitted by law. Where goods are faulty, not as described or incorrectly supplied, applicable consumer rights govern the remedy and return costs.
Refunds
We issue eligible refunds within the statutory timeframe, normally through the original payment method. Where permitted by law, a refund may be withheld until the returned goods are received or evidence of return is provided. Refunds of standard outbound delivery charges and any lawful deductions are determined by the applicable cancellation rules.
Faulty, damaged or incorrect items
If anything is wrong with your order, contact us promptly with the order number, a description and photographs where helpful. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.
How to request help
Email hello@shadowbaye.com with your order number. We will provide return instructions and the appropriate next steps.