Refund policy
Return & Refund Policy
At SHLS, we want you to shop with confidence. If you are not satisfied with your purchase or there is an issue with your order, please contact us and we will do our best to assist you.
This Return & Refund Policy applies to purchases made through the SHLS online store.
30-Day Return Policy
SHLS offers a 30-day return period for eligible change-of-mind returns.
You have 30 days from the date you receive your order to request a return.
To be eligible for a change-of-mind return, your product must:
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Be unused and unworn
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Not have been used for training or exercise
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Be in the same condition in which it was received
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Include all original packaging, tags and accessories
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Be clean and in a condition suitable for resale
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Be accompanied by a receipt or other proof of purchase
Products that do not meet these conditions may not be eligible for a change-of-mind return.
Nothing in these conditions affects any rights you may have under Australian Consumer Law.
Change of Mind Returns
If you change your mind about your purchase, you may request a return within the 30-day return period provided the product meets the eligibility requirements above.
Customers are responsible for return shipping costs for change-of-mind returns.
Original shipping charges are generally non-refundable for change-of-mind returns.
We recommend using a tracked shipping service when returning your product, as SHLS cannot guarantee receipt of a return parcel that cannot be tracked.
How to Start a Return
Before returning any product, please contact SHLS at:
Please provide:
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Your full name
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Order number
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Product you wish to return or exchange
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Reason for the return
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Clear photographs or videos if the product is faulty, damaged or incorrect
Once your return request has been reviewed, we will provide return instructions and the appropriate return address.
Please do not send products back before contacting SHLS.
Products returned without prior contact may take longer to process and may not qualify for a change-of-mind return if they do not meet the conditions of this policy.
Return Address
The appropriate return address and instructions will be provided after your return request has been reviewed.
Please do not send a product to an address unless it has been confirmed by SHLS.
This means you do not need to publish your personal return address directly on the website.
Faulty, Damaged or Incorrect Products
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives faulty, damaged or defective, or if you receive an incorrect product, please contact SHLS as soon as reasonably possible so we can assess the issue.
Please provide:
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Your order number
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A description of the problem
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Clear photographs or videos showing the issue
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Photographs of the packaging where relevant
We will review the issue and provide an appropriate solution.
Where required under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other appropriate remedy.
Where a product is confirmed to be faulty, damaged, defective or incorrectly supplied, SHLS will cover reasonable return shipping costs where required by law.
Used Training Products
SHLS products are designed for training, fitness and physical activity.
For hygiene, safety and resale reasons, products that have been used, worn or used during training are generally not eligible for a change-of-mind return.
We recommend inspecting your product and ensuring you are satisfied with it before using it for training.
This restriction does not affect your rights if a product is faulty, defective, unsafe or otherwise fails to meet an applicable consumer guarantee.
Exceptions and Non-Returnable Products
Certain products may not be eligible for change-of-mind returns, including:
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Products that have been used or worn
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Products damaged after delivery through misuse or improper care
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Personalised or custom-made products
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Products that cannot reasonably be resold for hygiene or safety reasons
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Gift cards
If SHLS introduces additional product categories in the future that have specific return restrictions, those restrictions will be clearly communicated where applicable.
These exclusions apply to change-of-mind returns only and do not limit any rights or remedies available under Australian Consumer Law for faulty or defective products.
Exchanges
If you would like to exchange an eligible product for another colour, size or product, please contact SHLS.
Exchanges are subject to:
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Product availability
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The returned product meeting our return eligibility requirements
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Any applicable price difference between the original and replacement products
For change-of-mind exchanges, customers are responsible for applicable return and reshipping costs unless otherwise required by law.
If the requested replacement product is unavailable, we may offer an alternative product or refund where appropriate.
In some circumstances, the quickest way to receive another product may be to complete the approved return and place a new order separately.
Sale and Promotional Products
Products purchased during a sale or promotional period may be eligible for change-of-mind returns where they meet the conditions of this policy, unless different change-of-mind conditions were clearly disclosed before purchase.
Products purchased at a discounted or promotional price remain covered by applicable consumer guarantees.
Your rights under Australian Consumer Law are not affected simply because a product was purchased on sale.
Gift Cards
Gift cards are generally not refundable for change of mind.
This does not limit any rights or remedies that cannot lawfully be excluded under applicable law.
Return Shipping Costs
For approved change-of-mind returns, customers are responsible for return shipping costs.
Please package returned products securely to help prevent damage during transit.
We recommend using a tracked shipping service.
For products that are faulty, damaged, defective or incorrectly supplied, SHLS will provide appropriate return instructions and cover reasonable return shipping costs where required by Australian Consumer Law.
Refunds
Once your returned product has been received and inspected, SHLS will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method, generally within 10 business days of approval.
Please note that your bank, credit card provider or payment service may require additional time to process and display the refund.
If more than 15 business days have passed since SHLS confirmed that your refund was approved and you have not received it, please contact:
Original shipping charges are generally non-refundable for change-of-mind returns.
Where required under Australian Consumer Law, applicable shipping costs and other reasonable costs will be handled accordingly.
New Zealand Returns
The SHLS 30-day return period also applies to eligible change-of-mind returns for orders delivered to New Zealand.
New Zealand customers are responsible for international return shipping costs for change-of-mind returns.
For faulty, damaged, defective or incorrectly supplied products, please contact SHLS before returning the product so we can assess the issue and provide appropriate instructions.
Nothing in this policy is intended to exclude or restrict consumer rights that cannot lawfully be excluded under applicable law.
European Union Orders
SHLS currently focuses its shipping services on Australia and New Zealand.
If SHLS offers shipping to customers in the European Union in the future, any mandatory cancellation, cooling-off or return rights required by applicable European Union consumer law will apply.
Nothing in this policy is intended to limit any mandatory consumer rights that apply in a customer's jurisdiction.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Return & Refund Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.
Changes to This Policy
SHLS may update this Return & Refund Policy from time to time as our products, services or business operations change.
Any updated version will be published on the SHLS website with an updated revision date.
Nothing in an updated policy will limit consumer rights that cannot lawfully be excluded.
Contact Us
If you have questions about a return, refund, exchange, damaged product or an existing order, please contact:
SHLS Customer Support
Email: simon.zh.shi@gmail.com
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
SHLS
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Last updated: 3 September 2026