Return policy
This policy sets out how returns, refunds, replacements, and appointment cancellations work for goods purchased from or coordinated by Shefrealghapux, including desk services at our London location.
Scope of this policy
It applies to consumer and small-business purchases fulfilled directly by Shefrealghapux or its named logistics partners. Business-to-business contracts that include separate written terms take precedence where they explicitly override sections here.
Chilled, frozen, and short-dated goods
For food safety reasons, perishable items cannot be resold once temperature control has been interrupted. If your delivery arrives damaged, incomplete, or outside the stated temperature band, notify us with photographs within twelve hours of receipt.
We may offer a replacement slot, account credit, or refund at our discretion once the issue is verified against courier logs. Late reports may still be reviewed but evidence becomes harder to corroborate.
Pantry and ambient lines
Unopened products in resaleable condition may be returned within fourteen days of collection or delivery. Labels must match the batch recorded on your invoice so we can trace the supply chain.
Opened items are only eligible where there is a manufacturing defect or mislabelling; in those cases, retain at least half of the pack unless we instruct otherwise for laboratory testing.
Refill deposits and returnable glass
Participating lines use a deposit recorded at checkout. Clean, undamaged jars returned to the Oxford Street desk receive credit against future orders. Chipped or contaminated glass is recycled but does not qualify for credit for safety reasons.
In-person tastings and planning sessions
Booked services may be cancelled without charge up to twenty-four hours before the scheduled start. Cancellations inside that window may attract a preparation fee reflecting staff time and sample allocation.
If we cancel due to staff illness or force majeure, you will be offered a full refund or an alternative date—your choice.
Digital materials
PDF guides and nutrition packs delivered by email are deemed supplied successfully when the message leaves our mail servers without bounce. If a file is corrupted, we will issue a replacement link at no charge.
How to start a return
- Email assist@shefrealghapux.world with your order reference, item names, and a concise description of the issue.
- Attach photographs where relevant and include a safe daytime telephone number.
- Wait for written approval before posting goods back; unauthorised returns may experience processing delays.
- Use the return address only after we confirm packaging instructions, especially for glass or liquids.
Approved postal returns should be sent to 311 Oxford St, London W1C 2HP only after you receive confirmation, so we can alert the desk team.
Refund processing
Once we accept a return, refunds are issued to the original payment method within ten business days of receiving the goods or evidence agreed in lieu of return. Banks may take additional days to post credits.
Unresolved concerns
If you are unhappy with the outcome, ask for a review by a senior coordinator. You may also refer to alternative dispute resolution bodies or your statutory rights as a consumer in the United Kingdom.