Refund policy
At SHMASSAGER, we want every customer to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges, damaged items, and refunds are handled for orders placed directly through our official website at shmassager.com.
14-Day Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it. It must be unused, in its original packaging, and include all accessories, charging cable, instruction manual, and any included product materials. You will also need your receipt, order number, or proof of purchase.
To start a return, please contact us at: Sales@shmassager.com
Please do not send your item back without contacting us first. Items returned without first requesting a return may not be accepted.
Return Address
Once your return request has been reviewed and accepted, we will provide return instructions and the correct return address by email.
Please note that returns must be sent to the address provided by our support team. Do not send returns to our email address or to any address not confirmed by SHMASSAGER.
Return Shipping
If your return is accepted, we will provide instructions on how and where to send your package.
For change-of-mind returns, customers may be responsible for return shipping costs. If the item is faulty, damaged, or incorrect, please contact us with photos or videos so we can review the issue and provide the best solution.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or if you received the wrong item, contact us immediately at: Sales@shmassager.com
Please include your order number, photos or videos of the issue, and a short explanation of the problem. Our team will review the case and help make it right.
Non-Returnable Items
For hygiene and product safety reasons, we may not accept returns for items that have been used, damaged after delivery, returned without original packaging, or returned with missing accessories, unless the item is faulty or required by applicable consumer law.
We also cannot accept returns for:
- Items not purchased directly from shmassager.com
- Products bought from third-party sellers, marketplaces, or other websites
- Items damaged due to misuse, neglect, water exposure, or improper handling
- Items returned without approval from our support team
- Gift cards, if applicable
- Final sale items, unless faulty or required by law
Duplicate or Third-Party Products
SHMASSAGER only accepts returns and warranty claims for products purchased directly from our official store at shmassager.com.
There are many similar-looking smart hand massagers sold online by other sellers. These products may not be genuine SHMASSAGER products and may not include the same quality control, warranty support, or after-sales service. We cannot accept returns, refunds, exchanges, or warranty claims for products purchased from other stores or third-party sellers.
Exchanges
The fastest way to get the item you want is to return the original item once your return is accepted, then place a new order separately.
If your item is faulty or incorrect, please contact us first so we can review the issue and offer the most suitable solution.
European Union 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without giving a justification.
As above, the item must be in the same condition that you received it, unused, in its original packaging, and include all accessories and product materials. You will also need your receipt, order number, or proof of purchase.
Refunds
Once we receive and inspect your returned item, we will notify you by email and let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: Sales@shmassager.com
Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer laws. If your product is faulty, damaged, not as described, or does not meet applicable consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy depending on the issue and applicable law.
Contact Us
For return questions, refund enquiries, damaged items, or order support, please contact us at: Sales@shmassager.com