Return & Refund Policy

Last updated: 20 October 2026

At Shuju Tissues, we want our customers to receive the correct products in good condition. Please review the following return and refund conditions before placing an order.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery. Share your order number and clear photographs of the product and packaging so we can review the issue and advise you on the next steps.

Return Eligibility

For hygiene reasons, tissue products must be unopened, unused, and in their original packaging to be considered for a return due to a change of mind. Any change-of-mind return request must be raised within 7 days of delivery and is subject to our approval.

Opened or used tissue products are generally not eligible for change-of-mind returns. This does not affect applicable rights relating to defective, damaged, or incorrectly supplied products.

Refunds

Once an eligible return or complaint has been reviewed and approved, we will inform you of the available resolution, which may include a replacement, refund, or another mutually agreed solution.

Approved refunds for prepaid orders will be issued through the original payment method where supported by the payment provider. Processing times may vary depending on the bank or payment provider.

Return Shipping Costs

If the return is due to an error by Shuju Tissues or a confirmed product issue, we will advise you on the return arrangements and applicable shipping costs. For approved change-of-mind returns, any return shipping charges will be communicated before the return is arranged.