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General Returns Policy

Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to.

We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary, reject it on the spot:

  • Innerwear, swimsuits, gym wear, sleep wear and lingerie.
  • Perfumes and cosmetics.
  • Jewellery.
  • Health & wellness products.
  • Baby care: bottle nipples, breast nipple care, breast pumps, diapers, nappy, wipes and wipe warmers.
  • Personal Care: Conditioners, Creams, Deodorants, body and skin care products.
  • Electronics and furniture.
  • Hair & Hair Products

For missing items and damaged products especially, broken screens please check with our riders during delivery and return on the spot.

Pre requisite for Returns.

Returns will only be provided for defective and wrong product delivered. Items can be returned within period of 7 days from delivery date and the return should be accompanied by:

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging.
  • Any free promotional items – gifts or accessories delivered with the purchased item.

Return Process

To return an item, please go to your account and click on order history you will get an option to request your return, or you can call to our call centre on 8500 to place your return request. We will keep you updated by email and SMS about the status of your return request. 

Upon return, a quality check will be performed by our aftersales team at the Shega fulfilment centre. Please ensure that the items meet the returns criteria state below as items that fail to meet the returns criteria will be returned to the customer after quality check is done.

After receiving your return and inspecting the condition of your item, we will start the replacement or refund process (withing 10 business days) and we will keep you updated through your account, email and SMS. Once your request process is finalized you will be provided with replacement, refund or store credit based on your preference.

Returns criteria.

Items are returnable within 7 (seen) days if they meet the below criteria:

Electronics and large appliances.

  • Change of mind: item MUST BE SEALED, in original packaging, show no signs of usage, and include all accessories (including free bundled offers).
  • Faulty products: item must be returned with original packaging and include all accessories.
  • Wrong items delivered: item must be in original packaging, show no signs of usage, and include all accessories (including free bundled offers).

Fashion and other returnable items.

  • For all return reasons, item should be in original packaging, show no signs of usage, and include all accessories (including free bundled offers).

Refunds and replacement process

The refund will begin once we have received and approved all the documents/items required for the refund process to begin. Replacements will be delivered within the timelines set out in our shipping policy. To ensure your refund or replacement request is successful, please:

  • Contact customer service on [email protected] or phone 8500 to inform them of the return and refund or replacement request.
  • Confirm that the item to be returned is in the original packaging, is sealed (except for faulty items), and that all components are attached (no missing item).

Once the item passes a quality check at our fulfilment centre, Shega will refund the full amount paid, less any shipping charges incurred during delivery.

 

Frequently Asked Questions (FAQs)

What are the conditions of returning an item?

15-day free returns policy: Subject to Terms and Conditions.

Requirement for a valid procedure

  • Proof of purchase – the document handed over to you together with the product, on delivery.
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Valid return reason – please refer to the section below for the details

Please Note:

Items in the categories below will NOT be eligible for a return based on 'CHANGE OF MIND'. This condition stands even when the seal is still intact. This, therefore, means such items can only be returned if you receive a wrong item or item has a quality issue;

  • Innerwear, spa, swimsuits & Beach wear
  • Books and Stationery
  • Pharmaceuticals and drugs
  • Grocer's Shop/ Fresh foods and other food items
  • Beddings
  • Office and business softwares
  • Cosmetics, manicure & pedicure and grooming/ facial skincare products (Lotions and creams)
  • Hair care and hair items
  • Perfumes, jewelry, health & wellness products, adult toys
  • Events and Tickets

For missing items, wrong items and damaged products especially broken screens please check with our riders during delivery and return on the spot or report as soon as possible to enable a return.

Electronic items will only be eligible for return as change of mind if only the seal is intact

How do I return an item/ What happens once I have returned an item?

For any return request please contact our Customer Service on 8500

What happens once I have returned an item?

  • We will perform a careful quality check.
  • If the claim is valid we will refund you according to your requested refund method.
  • The process may take up to 10 business days from when your return request was submitted.
  • If the claim is invalid the item will be sent back to you.
  • We keep track of all return requests and use the data to improve our product quality and service. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Shega in the future.

How much time do I have to return a product to Shega?

All items sold on Shega, under certain conditions, can be returned within a period of 15 days from delivery date.

NOTE: You have 15 days to notify us of your return by calling Customer Service, from the day you received your purchase.

For defective items, note that you have 15 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty. 

How do I send my product to Shega?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request.

Note that for dropping an item off at any pickup station, we will make 3 attempts in 3 days. You will be contacted to ensure you drop off within the 3 days.

However, after 3 pick-up attempts, we will cancel the return procedure and you will not be able to return your product to us anymore.

Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected by the rider during collection or sent back after quality check is done.

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Centre at 8500.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

"Note that we will make two (2) attempts to return the product to you at no cost. However, after two (2) failed attempts, we will cancel the return process and store the product at our fulfilment centre for up to fifteen (15) days awaiting your collection. If you do not collect the product within these fifteen (15) days it will be deemed as forfeited and we will dispose of.

I received something I didn't order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 15 days.

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 15 days return period. For any inquiries contact our Customer Service Call centre at. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service centre of the brand.

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 15 days after the delivery, and place a new order when it becomes available again.

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to Shega.

What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.