Refund Policy
Return & Refund Policy
At SHELIVLY, we aim to provide customers with a clear, simple, and reliable return experience.
This Return & Refund Policy applies to eligible purchases made through shelivly.com.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at:
service@shelivly.com
Our support team will review your request, confirm return eligibility, and provide the appropriate return instructions and return address.
Please do not send products back before receiving return instructions from our team.
Returns sent without prior approval or sent to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally meet the following conditions:
- Unused or in like-new condition
- Free from customer-caused damage
- Not modified or altered
- Returned with all original components
- Returned with included accessories
- Returned with mounting parts, hardware, connectors, or accessories supplied with the product where applicable
- Returned with product instructions or inserts where included
- Returned with original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation email, may be required.
Because many SHELIVLY products include structural parts, decorative finishes, wall mounting components, modular accessories, or carefully designed storage elements, returned products should be packaged securely to prevent damage during return transportation.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, returns involving opened or used products may be subject to inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Customer-caused scratches, damage, breakage, or deformation
- Unauthorized repairs
- Modification or alteration
- Missing accessories or components
- Damage caused by improper installation, cleaning, storage, or handling
For products requiring installation or assembly, return eligibility may depend on whether the product has been installed, modified, or used beyond reasonable inspection purposes.
Where a product has experienced a significant reduction in value due to customer handling beyond what was reasonably necessary to inspect the product, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not qualify for preference-based returns, including:
- Customized or personalized products
- Gift cards
- Products clearly marked as final sale
- Products that have been significantly used or modified
- Products damaged through improper installation, misuse, or improper handling
- Products missing important components due to customer handling
- Other products specifically identified as non-returnable before purchase
Any product-specific return exclusions will be displayed on the applicable product page or communicated before return approval.
Nothing in this section limits consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your SHELIVLY order promptly after delivery.
This is especially important for products that include:
- Wall shelves
- Storage organizers
- Mounting accessories
- Structural components
- Decorative finishes
- Modular storage parts
If your order arrives:
- Broken
- Damaged
- Defective
- Incorrect
- Missing components
- Incomplete
Please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photographs of the product
- Photographs of internal packaging
- Photographs of external shipping packaging
- A photograph of the shipping label where available
- A short video showing the issue when relevant
After reviewing the information provided, we will determine the appropriate next steps based on the circumstances, our policies, and applicable consumer laws.
6. Basic Product Checks Before Return
For certain product-related issues, our customer support team may first provide reasonable checks or guidance to better understand the situation.
For SHELIVLY storage products, these checks may include:
- Confirming whether installation components are correctly connected
- Checking whether mounting hardware is properly installed
- Confirming that shelves, panels, or storage parts are assembled correctly
- Checking whether any component has visible damage
- Reviewing whether the product is being used within recommended weight limits
- Reviewing product instructions or care information
For wall shelves, organizers, modular storage systems, or decorative storage products, we may request photographs or additional information to better determine the nature of the issue.
You are not required to continue using any product that appears damaged, unstable, broken, or unsuitable for safe use.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Incorrect size selection
- Incorrect color, style, or product choice by the customer
- No longer wanting the product
- Product not matching personal preferences
- Other reasons not caused by an error on our part
Customers are generally responsible for return shipping costs where permitted by applicable law.
If SHELIVLY confirms that a product was:
- Damaged during delivery
- Defective
- Incorrectly supplied
- Incomplete
- Otherwise eligible for seller-paid return costs under applicable law
We will provide the appropriate return instructions or resolution options.
Please do not purchase expensive return shipping services before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- The return results from an error caused by SHELIVLY
- The product was defective, damaged, or incorrectly supplied
- Applicable law requires reimbursement
- Otherwise expressly stated by SHELIVLY
9. Return Address
Return addresses may vary depending on factors including:
- Product type
- Fulfillment location
- Customer destination
- Warehouse arrangements
- Logistics requirements
- Nature of the return request
For this reason, please do not send returned products to our registered company address unless specifically instructed by our customer support team.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
SHELIVLY products may include shelves, storage panels, mounting accessories, structural components, decorative finishes, connectors, or other product parts that require careful protection during transportation.
Customers should package returned products carefully to reduce the possibility of damage during return shipping.
Where reasonably possible, please include:
- The main product
- Mounting components
- Brackets or connectors where included
- Accessories supplied with the product
- Product instructions or inserts
- Original protective materials
- Original product packaging
- Other items originally included with the order
Products should be securely protected against movement, impact, bending, or damage during transportation.
Customers are responsible for ensuring that preference-based returns are properly packaged for shipping.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be adjusted if returned products are missing components originally supplied with the order.
Examples may include:
- Mounting hardware
- Brackets
- Connectors
- Hooks
- Storage accessories
- Detachable components
- Product instructions
- Protective packaging
- Other parts supplied with the product
Any deduction will be assessed according to the individual circumstances of the return and applicable legal requirements.
12. Return Inspection
After receiving a returned product, we may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Included accessories and components
- Condition of structural parts, finishes, and other product elements
Approval of a return request does not necessarily mean a refund has been completed before the returned product has been received and inspected.
13. Refunds
If a return is approved after the returned product has been received and inspected, the refund will generally be issued to the original payment method used for the purchase.
Once SHELIVLY completes the refund process, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times are controlled by the relevant financial institution or payment provider and may vary.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be applied when a returned product has experienced a material loss in value due to:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused scratches, damage, deformation, or breakage
- Unauthorized modifications
- Unauthorized repairs
- Improper installation
- Improper cleaning or maintenance
- Damage caused after delivery
Any deduction will be assessed based on the specific circumstances of the return and applicable legal requirements.
15. Exchanges
Exchange availability depends on current inventory, product availability, and fulfillment conditions.
Because SHELIVLY products may be offered in different:
- Sizes
- Colors
- Finishes
- Shapes
- Design styles
- Product variations
The requested replacement product may not always be available.
Where a direct exchange cannot be completed, the most suitable option may be:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning a product for exchange.
16. Order Cancellations
If you would like to cancel an order, please contact us as soon as possible after placing your order.
Email:
service@shelivly.com
We will make reasonable efforts to assist before fulfillment begins.
However, cancellation cannot be guaranteed once an order has entered:
- Processing
- Picking
- Packing
- Protective packaging preparation
- Fulfillment
- Shipping preparation
- Dispatch
If the order has already been shipped, the applicable return procedure will apply after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution or payment provider may require additional time to complete the refund process before the funds appear in your account.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, we may review the following factors:
- Shipment status
- Carrier charges
- Product condition
- Condition of returned products and components
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if those costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional requirements, including:
- Return shipping costs
- Customs procedures
- Carrier requirements
- Documentation requirements
- Longer transportation periods
Some SHELIVLY products may require additional protective packaging when being returned internationally due to size, structure, or product components.
Please contact us before sending any international return.
SHELIVLY is not responsible for unnecessary customs charges or shipping expenses caused by returns sent without following the provided instructions, except where responsibility cannot legally be excluded.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace any consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may have additional legal rights relating to:
- Defective products
- Product conformity
- Damaged products
- Repairs
- Replacement products
- Returns
- Refunds
- Cancellation or withdrawal rights
Nothing in this policy is intended to remove, waive, or restrict rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than described in this policy, those legal rights will continue to apply.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, missing components, or order cancellation, please contact our customer support team:
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
For order-related inquiries, please include your order number and the email address used during checkout so that we can assist you more efficiently.
For damaged storage products, shelves, organizers, mounting components, or other product-related issues, please include clear photographs of the product and packaging to help us review the situation.
Please do not send complete credit card information, CVV/security codes, passwords, or other sensitive account information through email.
shelivly.com is owned and operated by Shanxi Bufuyao Industrial & Trading Co., Ltd. The company is responsible for the operation of the online store, customer support, order coordination, and related ecommerce activities.
SHELIVLY - Designed Storage Solutions for Modern Living.