Refund policy
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<div class="page-wrap">
<div class="company-banner">
<strong>Fishing Gear Store Ltd — trading as ShineGasPro™</strong> Registered in England and Wales. Registered address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.<br>This policy applies to all purchases made through shinegaspro.com. By placing an order, you agree to the terms below.</div>
<div class="guarantee-banner">
<div class="guarantee-circle">
<span class="g-num">30</span><span class="g-day">DAY</span>
</div>
<div class="guarantee-text">
<h3>30-Day Money-Back Guarantee</h3>
<p>Not happy with your purchase? Contact us within 30 days of delivery and we will make it right — no hassle, no long waits.</p>
</div>
</div>
<div class="toc">
<p class="toc-title">Contents</p>
<ol>
<li><a href="#s1">Return eligibility</a></li>
<li><a href="#s2">How to initiate a return</a></li>
<li><a href="#s3">Return shipping and address</a></li>
<li><a href="#s4">Refund processing and timelines</a></li>
<li><a href="#s5">Late or missing refunds</a></li>
<li><a href="#s6">Defective, damaged or incorrect items</a></li>
<li><a href="#s7">Exchanges</a></li>
<li><a href="#s8">Order cancellations</a></li>
<li><a href="#s9">Dispute resolution and chargebacks</a></li>
<li><a href="#s10">Contact us</a></li>
</ol>
</div>
<div id="s1" class="policy-section">
<p class="section-num">Section 1</p>
<h2>Return eligibility</h2>
<p>To be eligible for a return or exchange, all of the following conditions must be met:</p>
<ul>
<li>The return request is made <strong>within 30 days</strong> of the confirmed delivery date</li>
<li>The item is in its original, unused condition — not assembled, modified, or damaged by the customer</li>
<li>The item includes all original accessories and documentation</li>
<li>A valid proof of purchase (order number or confirmation email) is provided</li>
<li>A Return Merchandise Authorisation (RMA) number has been issued by our support team before the item is shipped back</li>
</ul>
<h3>Items not eligible for return</h3>
<ul>
<li>Items returned after the 30-day eligibility window</li>
<li>Items that have been used, damaged, or modified by the customer after delivery</li>
<li>Items returned without prior authorisation (no RMA number)</li>
<li>Gift cards or store credits</li>
</ul>
<div class="highlight-box">
<p>Our products are physical hardware items. If you are unsure whether your item qualifies for return, please contact us at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> before sending anything back.</p>
</div>
</div>
<div id="s2" class="policy-section">
<p class="section-num">Section 2</p>
<h2>How to initiate a return</h2>
<p>Please follow these steps in order. Returns sent without authorisation will not be accepted and may not be returned to sender.</p>
<ul class="step-list">
<li><div class="step-content">
<strong>Contact our support team</strong><span>Email <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> with your order number, the item(s) you wish to return, and the reason for your request. Please include photos if the item is defective or damaged.</span>
</div></li>
<li><div class="step-content">
<strong>Receive your RMA number and return address</strong><span>Our team will review your request within <strong>2 business days</strong> and, if eligible, send you a Return Merchandise Authorisation (RMA) number along with the return address for the nearest warehouse handling your region.</span>
</div></li>
<li><div class="step-content">
<strong>Pack the item securely</strong><span>Place the item in secure packaging. Write your RMA number clearly on the outside of the package. We recommend using the original packaging if available.</span>
</div></li>
<li><div class="step-content">
<strong>Ship the item</strong><span>Send the item to the return address provided. We strongly recommend using a trackable shipping service. ShineGasPro is not responsible for items lost or damaged during return transit.</span>
</div></li>
<li><div class="step-content">
<strong>Inspection and confirmation</strong><span>Once we receive the item, we will inspect it within <strong>3–5 business days</strong> and notify you by email of the outcome.</span>
</div></li>
</ul>
</div>
<div id="s3" class="policy-section">
<p class="section-num">Section 3</p>
<h2>Return shipping and address</h2>
<p>We do not publish a single fixed return address because we work with fulfilment partners in multiple regions. This allows us to provide you with the closest and most cost-effective return destination based on your location.</p>
<div class="warning-box">
<p><strong>Important:</strong> You must contact us at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> before sending any return. We will provide you with the correct return address at the time of authorisation. Do not send items to our registered office — it is an administrative address only and cannot accept parcels.</p>
</div>
<h3>Return shipping costs</h3>
<ul>
<li>Return shipping costs are the responsibility of the customer, unless the return is due to a defective, damaged, or incorrectly sent item (see Section 6)</li>
<li>Original outbound shipping fees are non-refundable</li>
<li>We recommend using a tracked and insured shipping method — we cannot accept liability for packages lost during return transit</li>
</ul>
</div>
<div id="s4" class="policy-section">
<p class="section-num">Section 4</p>
<h2>Refund processing and timelines</h2>
<p>Once your return has been received and approved, refunds are processed as follows:</p>
<div class="timeline-grid">
<div class="tg-cell">
<p class="tg-label">Inspection period</p>
<p class="tg-value">3–5 days</p>
<p class="tg-desc">Business days after we receive the item</p>
</div>
<div class="tg-cell">
<p class="tg-label">Refund issued</p>
<p class="tg-value">Within 5 days</p>
<p class="tg-desc">Business days after approval confirmation</p>
</div>
<div class="tg-cell">
<p class="tg-label">Bank processing</p>
<p class="tg-value">3–10 days</p>
<p class="tg-desc">Additional days depending on your bank</p>
</div>
<div class="tg-cell">
<p class="tg-label">Total maximum</p>
<p class="tg-value">~20 days</p>
<p class="tg-desc">From receipt of return to funds in account</p>
</div>
</div>
<p>Refunds are issued to the <strong>original payment method only</strong>. We do not issue refunds to a different card or account. You will receive an email confirmation as soon as the refund has been processed on our end.</p>
<h3>Partial refunds</h3>
<p>A partial refund may be issued at our discretion in cases where:</p>
<ul>
<li>The item shows signs of use or minor damage not present at delivery</li>
<li>The item is returned without original packaging or accessories</li>
<li>The return is approved outside the 30-day window as a goodwill gesture</li>
</ul>
<div class="highlight-box">
<p>Stripe payment notice: All refunds are processed through Stripe, Inc., our secure payment provider. The transaction will appear as a credit reversal on your original payment method statement.</p>
</div>
</div>
<div id="s5" class="policy-section">
<p class="section-num">Section 5</p>
<h2>Late or missing refunds</h2>
<p>If you have not received your refund within the timeframes stated above, please take the following steps before contacting us:</p>
<ol>
<li>Check your bank account or card statement — credits can take time to appear and may not show immediately</li>
<li>Contact your bank or card issuer directly, as processing times vary between financial institutions</li>
<li>If you have completed the above steps and still have not received your refund after <strong>20 business days</strong> from our refund confirmation email, contact us at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> with your order number and we will investigate immediately</li>
</ol>
</div>
<div id="s6" class="policy-section">
<p class="section-num">Section 6</p>
<h2>Defective, damaged or incorrect items</h2>
<p>If you receive an item that is defective, damaged during shipping, or different from what you ordered, please contact us within <strong>7 days of delivery</strong> at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> with:</p>
<ul>
<li>Your order number</li>
<li>A clear description of the issue</li>
<li>Photographs clearly showing the defect, damage, or incorrect item</li>
</ul>
<p>In confirmed cases of defect, damage, or incorrect fulfilment, we will:</p>
<ul>
<li>Cover the full cost of return shipping</li>
<li>Offer you a choice of a <strong>full refund</strong> or a <strong>free replacement</strong>, at no additional cost to you</li>
</ul>
</div>
<div id="s7" class="policy-section">
<p class="section-num">Section 7</p>
<h2>Exchanges</h2>
<p>If you wish to exchange your item for a different variant or product, contact us at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a>. Exchanges are subject to stock availability at the time of request.</p>
<p>The standard return process (Section 2) applies to all exchanges. Once we receive and approve the returned item, the replacement will be dispatched to you at no additional shipping cost.</p>
</div>
<div id="s8" class="policy-section">
<p class="section-num">Section 8</p>
<h2>Order cancellations</h2>
<h3>Before shipment</h3>
<p>You may request to cancel your order within <strong>12 hours</strong> of placing it, provided it has not yet been dispatched. To cancel, email <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a> immediately with your order number and the subject line "CANCEL ORDER – [your order number]".</p>
<p>If the cancellation is confirmed before dispatch, a full refund will be issued within 5 business days to your original payment method. No cancellation fee applies.</p>
<h3>After shipment</h3>
<p>Once your order has been dispatched, cancellation is no longer possible. If you no longer wish to keep the item, please wait to receive it and then follow the standard return process outlined in Section 2.</p>
</div>
<div id="s9" class="policy-section">
<p class="section-num">Section 9</p>
<h2>Dispute resolution and chargebacks</h2>
<div class="warning-box">
<p><strong>Please contact us before filing a chargeback.</strong> We are committed to resolving every issue fairly and promptly. Most problems can be resolved within 1–2 business days by simply emailing us at <a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a>.</p>
</div>
<p>Filing a chargeback with your bank without first contacting us is considered a breach of these terms. We maintain comprehensive records of all orders, delivery confirmations, tracking data, and customer communications, which will be submitted in full to Stripe and your card issuer in any dispute.</p>
<p>Fraudulent chargebacks — where goods were delivered as described and no prior contact was made — may be reported to relevant authorities and may result in the permanent suspension of your account.</p>
<p>We want every customer to be satisfied. Please give us the opportunity to resolve your concern first.</p>
</div>
<div id="s10" class="policy-section">
<p class="section-num">Section 10</p>
<h2>Contact us</h2>
<p>For all return, refund, exchange, or cancellation requests, please contact our customer support team. We aim to respond to all enquiries within <strong>1–2 business days</strong>.</p>
</div>
<div class="contact-card">
<div class="contact-card-header">Customer support — ShineGasPro™</div>
<div class="contact-card-body">
<div class="info-row">
<span class="info-label">Company</span><span class="info-value">Fishing Gear Store Ltd (trading as ShineGasPro™)</span>
</div>
<div class="info-row">
<span class="info-label">Email</span><span class="info-value"><a href="mailto:support@shinegaspro.com">support@shinegaspro.com</a></span>
</div>
<div class="info-row">
<span class="info-label">Phone</span><span class="info-value">+44 7700 900123 — replace with your UK number</span>
</div>
<div class="info-row">
<span class="info-label">Support hours</span><span class="info-value">Monday – Friday, 9:00 AM – 6:00 PM GMT</span>
</div>
<div class="info-row">
<span class="info-label">Response time</span><span class="info-value">Within 1–2 business days</span>
</div>
<div class="info-row">
<span class="info-label">Registered address</span><span class="info-value">71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom<br><em style="font-size:12px;color:var(--text-light);">Administrative address only — do not send returns here</em></span>
</div>
</div>
</div>
</div>