Refund policy

At Shamar, our main priority is to ensure that you are completely satisfied with your purchase. However, due to our print-on-demand / made-to-order business model, there are some specific exceptions and processes related to returns, exchanges, and refunds.

1. Damages and Issues

If your order arrives damaged, defective, or if there is an error with the item (such as a printing error), please contact us immediately. To help us resolve the issue quickly, send a clear photo of the damaged or defective item along with a description of the problem.

Claim deadline:
All claims related to damaged or incorrect products must be submitted within 30 days of receiving the order. For packages lost in transit, claims must be submitted within 30 days after the estimated delivery date.

Coverage:
Claims identified as an error on our part will be covered at no additional cost to the customer.

2. Non-Returnable Items

Due to our on-demand production model and the customization of certain products, some items are non-returnable, including but not limited to:

Face masks: For health and hygiene reasons, face masks cannot be returned or exchanged.
Personalized products: Items made to order or customized (such as products with a specific name or exclusive design) cannot be returned, except in cases of defects or order errors.

3. Exchanges and Refunds

Exchanges:
If you wish to exchange a product, please contact us to discuss available options. Exchanges are subject to product availability and will be carried out at the customer’s responsibility, including shipping costs for both the return and reshipment.

Refunds:
Refunds are offered only in cases of shipping errors or product defects. We do not accept refunds due to change of mind, except as required by applicable consumer protection laws (such as those in Brazil).

Once a refund is approved, the amount will be returned using the same payment method used for the original purchase. Refund processing times may vary depending on the payment method.

4. Return Process

Contact us: Send an email to contacto@shamaryoga.com with a description of the issue and a photo of the affected item (if applicable).
Order evaluation: We will review your request and, if approved, provide instructions for return or exchange.
Return shipping: The customer is responsible for return shipping costs unless the error is on our part.

5. Returns and Return Address

As our products are manufactured on demand by a partner supplier, the standard return address will be defined by that supplier. When a package is returned, you will receive an automatic email notification. If a return is sent to an address outside the supplier’s facilities, you will be responsible for any reshipping costs.

Incorrect address:
If the address provided is insufficient or incorrect, the package will be returned to the sender, and reshipping fees may apply.

Unclaimed returns:
Products that are not claimed or retrieved within the specified timeframe will be donated to charity or disposed of, as appropriate.

6. Notice for EU Consumers

In accordance with Directive 2011/83/EU, the right of withdrawal does not apply to:

Goods made according to the consumer’s specifications or clearly personalized;
Sealed goods, such as face masks, which are not suitable for return due to health or hygiene reasons.

For this reason, the supplier reserves the right to refuse returns at its sole discretion.