Payment & Security

How to Submit a Warranty Claim

To request warranty service, please contact the SHELIVLY customer support team through the contact information provided on our website.

To help us review your claim efficiently, please include:

  • Order number
  • Product name
  • Detailed description of the issue
  • Clear images showing the affected area or problem
  • A short video demonstrating the issue when necessary
  • Relevant information regarding installation, usage, maintenance, or product condition

Our customer support team will review your request and generally respond within 24-48 business hours.

If additional details are required to confirm the issue, we may request further information before determining the appropriate resolution.

Replacement Products

If your warranty claim is approved and a replacement is considered appropriate, SHELIVLY will make reasonable efforts to provide the same product whenever available.

If the original item is unavailable, we may provide an alternative solution, which may include:

  • A similar replacement product
  • A replacement part, component, or accessory where available
  • Store credit
  • Another suitable solution based on the specific circumstances

Replacement options depend on product availability, inventory status, and fulfillment conditions at the time of approval.

Refunds

Approval of a warranty request does not automatically result in a refund.

Refund decisions are evaluated based on factors including:

  • The type and severity of the reported issue
  • Whether the issue qualifies under warranty coverage
  • Availability of replacement products or components
  • Applicable Return & Refund Policy requirements
  • Consumer protection obligations that may apply

If a refund is approved, it will generally be processed back to the original payment method used for the purchase.

The time required for the refund to appear may vary depending on your bank, card provider, or payment service provider.

Returns and Warranty Are Separate

SHELIVLY's Return Policy and Warranty Policy address different types of customer requests.

The Return Policy applies when customers request to return an eligible purchase within the applicable return period according to return requirements.

The Limited Warranty applies to qualifying manufacturing defects, structural issues, or product-related problems covered during the stated warranty period.

For complete information regarding returns, refunds, eligibility conditions, and procedures, please refer to our Return & Refund Policy.

Shipping Damage

If your package appears damaged at the time of delivery, we recommend taking photos of the package condition before opening it whenever possible.

If the product inside has been damaged during transportation, please contact our support team and provide:

  • Photos of the outside packaging
  • Photo showing the shipping label
  • Photos of the damaged product
  • Photos showing any damaged protective packaging materials
  • A short video showing the issue if available

Providing complete information helps our team review the situation more quickly and determine the appropriate solution.

Product Care

To help maintain your SHELIVLY products and extend their usable life, we recommend:

  • Following all provided installation and care instructions
  • Using products only for their intended storage and decorative purposes
  • Handling shelves, organizers, mounting hardware, connectors, and decorative surfaces carefully
  • Avoiding unnecessary exposure to excessive moisture, heat, chemicals, or unsuitable environments
  • Cleaning products with suitable materials and recommended methods
  • Avoiding excessive pressure, impact, pulling, bending, or overloading
  • Keeping removable accessories and components stored safely when not in use

Damage caused by improper installation, misuse, excessive loading, or incorrect maintenance may affect warranty eligibility.

Consumer Rights

This Limited Warranty is provided in addition to any rights available to you under applicable consumer protection laws.

Nothing in this warranty policy is intended to remove, limit, or restrict any legal rights that cannot be excluded or restricted under applicable law.

Contact Us

If you have questions regarding warranty coverage, product issues, or an existing warranty request, please contact SHELIVLY customer support:

Brand:
SHELIVLY

Website:
shelivly.com

Legal Entity:
Shanxi Bufuyao Industrial & Trading Co., Ltd.

Registered Address:
F1-03-11, 1st Floor, Building 1,
Fenghuang Square,
Baota District, Yan'an City,
Shanxi Province, China

Unified Social Credit Code:
91610602MAB3CDUU7G

Customer Support Email:
service@shelivly.com

Customer Support Phone:
+86 18978336145

shelivly.com is owned and operated by Shanxi Bufuyao Industrial & Trading Co., Ltd. The company manages the operation of the online store, customer support services, order coordination, and related ecommerce activities.

SHELIVLY - Designed Storage Solutions for Modern Living.