Refund Policy

You may request a refund within 15 days from the date of delivery, subject to the conditions below. Refund requests submitted after 15 days will not be entertained.

To be eligible for a refund, the following conditions must be met:

• The item received is defective, damaged, incorrect, or not as described.
• You must provide a clear and unedited unboxing video as proof of the issue (see Section 2).
• The product must not have been consumed beyond what is reasonably required to identify the issue.

Your unboxing video must:

• Begin before the parcel is opened, clearly showing the sealed packaging and courier label.
• Be a continuous, uncut recording throughout the entire unboxing process.
• Clearly show the condition of the product upon opening.
• Be in a clear, well-lit environment where the product and packaging are visible.
• Not be edited, cropped, or altered in any way.

This requirement aligns with standard practices followed by major e-commerce platforms such as Shopee and TikTok Shop to ensure fair and transparent dispute resolution.

1. Contact us at general@shogimecreations.com within 15 days of delivery.
2. Include your order number, a description of the issue, and your unboxing video (as a file attachment or a shared link).
3. Our team will review your request within 3–5 business days and respond with the outcome.
4. If approved, your refund will be processed to your original payment method within 7–14 business days.

Refunds will not be granted in the following circumstances:

• No unboxing video is provided, or the video does not meet the requirements stated above.
• The refund request is submitted after 15 days from the delivery date.
• The product has been fully consumed, used, or disposed of before the claim is made.
• The issue is due to incorrect storage or handling by the customer after delivery.
• Change of mind or personal taste preference (food products).
• Minor packaging variations that do not affect the product quality or safety.

If your order arrives damaged due to shipping, please contact us immediately with your unboxing video. We will work with the courier on your behalf and arrange a replacement or refund as appropriate.

Approved refunds will be credited back via the same payment method used at checkout (FPX or DuitNow QR). Processing times may vary depending on your bank or financial institution.

For refund-related queries, reach us at general@shogimecreations.com. We aim to respond within 1–2 business days.