Refund policy

Last updated: 16 October 2026

For help with a return, cancellation, damaged item or incorrect order, email info@shyway.co.uk with your order number and the items concerned. A request to exercise a statutory right does not depend on receiving prior approval from us.

Our voluntary return window

For change-of-mind returns outside any longer statutory cancellation period, please contact us within 7 days after delivery. Under this voluntary policy, products must be unused, in their original packaging and with any original seals intact. This voluntary window and these conditions do not limit rights relating to faulty, misdescribed or otherwise non-conforming goods, or any longer rights under local law.

United Kingdom and European Union cancellation rights

Where the applicable distance-selling rules give you a right of withdrawal, you may notify us that you wish to cancel within 14 days after you, or a person you nominate other than the carrier, receive the goods. You do not need to give a reason. If your order is delivered in separate parts, the applicable period runs from receipt of the last relevant item. You then have 14 days after notifying us to send the goods back.

You may send any clear cancellation statement by email. Include your name, order number, delivery date and the items you wish to return. You can use this optional wording: “I give notice that I withdraw from my contract for the following goods: [items]. Ordered on [date], received on [date]. Name: [name]. Address: [address]. Date: [date].”

Please handle goods only as necessary to establish their nature, characteristics and functioning. Where the law permits, a deduction may apply for diminished value caused by handling beyond what is necessary. An exception for unsealed hygiene goods applies only if the goods were supplied sealed, are genuinely unsuitable for return for health or hygiene reasons once unsealed, and the relevant law permits that exception. We do not apply a blanket exclusion to all oil products.

Return destination and postage

Returns are sent to our dispatch location in Guangzhou, China. Contact us for the complete return address and instructions before posting; do not send goods to an assumed address or an address printed on a parcel without checking. Ordinary change-of-mind return postage and packaging are paid by the buyer. We will explain any return procedure required for transport of the specific product.

If goods are faulty, damaged, incorrect or not as described, contact us so we can arrange the appropriate remedy and any necessary return. We bear necessary return costs where required by law. The ordinary buyer-paid return rule does not override those rights.

Refunds

Refunds are made to the original payment method unless otherwise agreed without cost to you. For applicable UK/EU withdrawals, we reimburse eligible payments, including the cost of the least expensive standard outbound delivery offered, within 14 days after notice of withdrawal. We may withhold reimbursement until the goods are received back or you supply evidence of return, whichever occurs first, where permitted by law. Any additional cost of a more expensive delivery option chosen by you need not be refunded. Your payment provider may take additional time to display the credit.

For other eligible returns, we confirm the refund and process it after receiving and checking the returned goods, subject to any shorter legal deadline. Sale items retain the same statutory rights. There is no restocking fee for an applicable statutory withdrawal.

Your legal rights

Nothing in this policy limits mandatory consumer rights in the United States, Canada, the United Kingdom, the European Union or any other applicable jurisdiction. Where local law gives you more protection, that law applies.