Refund policy
Return and Refund Policy
Overview At PersonalShine, we want you to be completely satisfied with your purchase. Any product that is unused, in its original packaging with all included accessories, parts, and documentation, and in the same condition you received it, can be returned within 30 days of delivery. If 30 days have passed since your delivery date, we cannot offer a refund or exchange.
Non-Returnable Items
- Items explicitly marked as "Final Sale" at the time of purchase
- Opened or used beauty and skincare products
- Gift cards
Defective or Incorrect Items Do not ship defective items back without contacting us first. Returns sent without prior authorization will be denied and no refund issued. If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@personalshine.com with a photo and your order number. We will arrange a replacement or full refund at no cost to you.
Refund Options You may choose to receive:
- Store credit — no return shipping fees apply
- Refund to original payment method — a return shipping fee will be deducted from your total refund
Approved refunds to your original payment method will be processed within 5–10 business days.
Bulk Orders Orders deemed "bulk" are eligible for store credit only. This includes:
- Orders containing 3 or more units of the same item
- Orders containing 4 or more total units
- Multiple orders to the same shipping address within 7 days totalling 4 or more units
Order Cancellations Cancellation requests must be submitted within 2 hours of placing your order. After this window, your order has entered our fulfilment process and cannot be cancelled. The absence of a tracking number does not mean the order has not been shipped.
Shipping Address Responsibility It is your responsibility to provide a complete and accurate shipping address at checkout. Orders returned to sender due to incorrect, incomplete, or undeliverable addresses, packages not collected within the carrier's holding period, or delivery refused by the recipient are not eligible for a refund. If you would like the package reshipped, you will be responsible for the reshipment cost.
Condition of Returns Returned products must include all original accessories, parts, cables, adapters, manuals, and packaging. Returns with missing components may be subject to a partial refund or full denial. If an item is damaged during return transit, you may not receive the full product value.
Return Shipping and Tracking You are responsible for shipping returns using a trackable method and providing us with the tracking number. PersonalShine is not responsible for returns lost in transit without verifiable tracking.
Excessive Returns and Disputes We reserve the right to refuse future returns, refunds, or orders from customers who demonstrate a pattern of excessive returns or return abuse. If you have an issue, please contact our team first before filing a chargeback or payment dispute. Disputes filed without allowing us to assist may result in your account being flagged for future orders.
How to Start a Return
- Email support@personalshine.com with your order number and reason for return
- Our team will review and respond within 1–2 business days
- If approved, you'll receive a shipping label and instructions
- Once received and inspected, we'll notify you of the outcome