Refund policy

Last updated: October 26, 2026

This policy applies to purchases from shellaxy.com, operated by Nut Technology Co., Limited trading as Shellaxy.

Order processing and cancellation

Order processing begins November 15, 2026. Orders placed before that date will wait until processing begins. Processing then takes 2–5 business days before dispatch. Transit normally takes 7–20 business days after dispatch. See our Shipping Policy for details.

You may cancel your order within 30 calendar days of placing it, provided it has not yet shipped. To request cancellation, email support@shellaxy.com with your order number. Cancellation requests received within this period and before shipment will be accepted. If your order has already shipped, please follow the return process below. This cancellation window is separate from the 30-day return window after delivery. Nothing in this policy limits mandatory consumer rights.

30-day return window

You may request a return within 30 days after receiving your item. Email support@shellaxy.com with your order number and reason for return before sending the item. We will provide authorization and instructions.

Return conditions

For change-of-mind returns, items must be unused, complete and in their original condition and packaging, with all accessories, manuals and any complimentary items. Provide your receipt or order confirmation. For a bundle return, include all items in the bundle. These change-of-mind conditions do not remove your rights for defective or incorrect goods or your mandatory consumer rights.

How to pack and return your item

Email support@shellaxy.com with your order number and reason for return. Wait for return authorization and the correct warehouse instructions before shipping.
Include a note inside the parcel with your order number, name, contact email, reason for return and any return authorization reference we provide.
For change-of-mind returns, include the unused product, original packaging, all accessories, manuals and complimentary items. For a bundle return, include all items in the bundle. Pack the original product box inside a sturdy outer shipping box with enough cushioning to prevent movement and damage in transit. For damaged or defective items, retain the available packaging and follow the instructions we provide.
Ship to the authorized return address and keep the carrier receipt and tracking number. Send the tracking details to support@shellaxy.com so we can follow the return.

Return shipping and fees

Change of mind: the customer pays return shipping. Original shipping charges are not refunded unless required by applicable law.
Defective, damaged or incorrect items: Shellaxy covers return shipping. Contact us first so we can arrange the return instructions or label.
Restocking fee: no restocking fee is charged.

Where to return your item

United States returns:
Recipient: Shellaxy Returns — c/o Jenny
1936 E Cedar St.
Ontario, CA 91761
United States
Warehouse phone: +1 909-845-1688

Please obtain return authorization before shipping to this warehouse so your package can be matched to your order. Customer service and all return requests are handled at support@shellaxy.com.

Returns from other countries and regions: email support@shellaxy.com for the appropriate return warehouse address and instructions before shipping. The United States address is for United States returns. Our Shenzhen office and Hong Kong registered address do not accept returns.

Receipt, inspection and refunds

A shipping receipt or delivery scan alone does not confirm refund eligibility. We must receive the returned goods and inspect the contents, condition, accessories and order reference before approving a standard return refund. Empty packages, unrelated products or missing items do not qualify as a complete return; we will contact you about any discrepancy before deciding the refund.

We will email the inspection outcome. Approved refunds are issued to the original payment method within 10 business days after receipt and inspection. Your bank or payment provider may take additional time to post the funds. If more than 15 business days have passed since approval, email support@shellaxy.com.

Damaged, defective or incorrect items

Contact us promptly with your order number and photos or video of the issue. Keep the product and packaging while we arrange an appropriate return, replacement, repair or refund. The 12-month limited warranty and applicable statutory rights continue to apply.

Exchanges

Contact us before arranging an exchange. Availability depends on the requested colour or configuration. If we sent the wrong item or the item is defective, contact support before placing a replacement order.

Mandatory consumer rights

This policy does not limit rights that cannot be excluded under applicable law. Customers in the European Union retain applicable 14-day withdrawal rights, and any mandatory refund deadlines or rules on proof of return take priority over our standard inspection procedure.