Return & Refund Policy

Last updated: June 28, 2026

Thank you for shopping with SHAHD USA. We want every customer to have a positive experience with our products. This Return & Refund Policy explains how returns, refunds, replacements, and order issues are handled.

1. Food Product Return Policy

Because honey is a food product, we cannot accept returns of opened, used, consumed, or tampered products for health and safety reasons.

If there is an issue with your order, please contact us so we can review the situation and offer an appropriate solution when eligible.

2. Eligible Order Issues

Please contact us within 7 days of delivery if:

  • You received the wrong item.

  • Your order arrived damaged.

  • The package appears to be lost or significantly delayed.

  • There is a product or order issue that requires review.

Requests submitted after 7 days of delivery may not be eligible for a refund, replacement, or other resolution.

3. Damaged Products

If your product arrives damaged, please email us at [email protected] and include:

  • Your order number

  • Clear photos of the damaged product

  • Clear photos of the outer packaging

  • Clear photos of the shipping label

  • A brief description of the issue

We may not be able to review a damaged product claim without photos and order details.

4. Wrong Item Received

If you received the wrong item, please contact us within 7 days of delivery.

After reviewing your request, we may offer a replacement, refund, or another suitable solution depending on product availability and the details of the order.

5. Lost or Delayed Packages

If your package is delayed or appears to be lost, please contact us at [email protected].

We will do our best to assist by checking the shipment status with the carrier. Final delivery updates and delivery confirmation may depend on the shipping carrier’s tracking system.

If the carrier marks a package as delivered, but you did not receive it, please check your mailbox, porch, front door, building entrance, package room, household members, neighbors, or building staff before contacting us.

6. Refunds or Replacements

After reviewing your request, SHAHD USA may offer one of the following solutions:

  • Replacement product

  • Partial refund

  • Full refund

  • Store credit, if available

  • Another suitable resolution

The final resolution depends on the issue, product condition, order details, carrier status, and product availability.

7. Non-Returnable Items

We do not accept returns or refunds for:

  • Opened food products

  • Used or consumed products

  • Products damaged after delivery

  • Products stored improperly after delivery

  • Orders with incorrect shipping information provided by the customer

  • Packages marked as delivered by the carrier but reported missing, unless eligible after review

  • Change-of-mind returns after the order has shipped

8. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information at checkout.

SHAHD USA is not responsible for failed delivery, delivery delays, returned packages, or lost shipments caused by incorrect, incomplete, or outdated shipping information provided by the customer.

If a package is returned to us because of incorrect or incomplete address information, additional shipping fees may apply if the customer requests reshipment.

9. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at [email protected].

If the order has not yet been processed, packed, or shipped, we may be able to cancel it.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible.

10. Refund Processing Time

If a refund is approved, it will be processed back to the original payment method when possible.

Refund processing times may vary depending on the payment provider, bank, or card issuer. It may take several business days for the refund to appear on your statement.

11. Shipping Fees

Original shipping fees may be non-refundable unless the refund is due to an error by SHAHD USA, such as sending the wrong item or a confirmed shipping-related issue that qualifies after review.

If a replacement is approved due to damage or an error on our part, SHAHD USA may cover the replacement shipping cost.

If a return is approved for any other reason, the customer may be responsible for return shipping costs unless otherwise stated by SHAHD USA.

12. How to Contact Us

For return, refund, replacement, or order issue requests, please contact us:

SHAHD USA
5900 Balcones Drive, Suite 100
Austin, TX 78731
United States
Email: [email protected]
Phone: +1 (646) 656-5846

Please include your order number and clear details about the issue so we can assist you faster.