Refund and Returns Policy

Shipping, Delivery & Returns Policy for SheaButterOil.com

Last Updated: December 08, 2025

This policy outlines the shipping, delivery, and return procedures for orders placed on SheaButterOil.com. Please read it carefully before making a purchase.

1. Order Processing

  • Processing Time: All orders are processed and prepared for shipment within 3-5 business days (Monday-Friday, excluding Ghanaian public holidays) after payment confirmation.
  • Order Confirmation: You will receive an order confirmation email once your order is successfully placed.
  • Order Changes/Cancellations: To change or cancel an order, you must contact us at info@sheabutteroil.com immediately. We can only modify orders that have not yet been processed for shipping.

2. Shipping Destinations & Carriers

  • We ship worldwide from our facility in Tamale, Ghana.
  • We partner with reputable international carriers such as DHL, EMS, and Ghana Post. The available carrier options and costs will be displayed at checkout.

3. Shipping Costs & Delivery Times

  • Shipping Costs: Calculated automatically at checkout based on the destination, package weight, and selected service. You are responsible for all shipping charges.
  • Delivery Estimates: The following are estimates only. Delivery begins once the carrier receives the package. Delays can occur due to customs, weather, or carrier processing.
    • Within Ghana: 5-10 business days
    • Africa & Europe: 10-20 business days
    • North America, Asia, Australia: 15-30 business days
  • Order Tracking: Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to monitor your package’s journey.

4. International Customs, Duties & Taxes (IMPORTANT)

  • Buyer’s Responsibility: SheaButterOil.com is not responsible for any customs duties, import taxes, VAT, or brokerage fees imposed by the destination country. These charges are the sole responsibility of the customer.
  • No Pre-Payment: We do not prepay these charges. You may be required to pay them directly to the carrier or customs office to release your package.
  • Checking Fees: We recommend contacting your local customs office to understand potential fees before ordering.

5. Returns & Refunds Policy

Due to the natural, perishable, and intimate nature of our shea butter products, our return policy is strict to ensure safety and hygiene for all customers.

  • All Sales Are Final: We do not accept returns or offer refunds based on a change of mind, the natural variation of unrefined shea butter (color/scent), or incorrect product selection by the customer.
  • Non-Returnable Items: For health and safety reasons, we cannot accept returns of any opened, used, or tampered-with products.

6. Damaged, Defective, or Incorrect Items

  • Our Commitment: We pack every order with care. If you receive an item that is damaged during transit, defective, or incorrect, we will resolve the issue.
  • Required Action: You must:
    1. Contact us at info@sheabutteroil.com within 7 calendar days of the delivery date.
    2. Provide your order number and clear photographic evidence of the damage/defect or the incorrect item received.
  • Resolution: Once verified, we will, at our discretion, arrange for a replacement shipment or issue a refund for the affected item. We may require the damaged/incorrect item to be returned at our expense.

7. Lost or Stolen Packages

  • Tracked Shipments: We are not liable for packages marked as “Delivered” by the carrier’s tracking system. Please ensure a secure delivery address.
  • In-Transit Loss: If a package is lost in transit (not delivered within 60 days of shipment for most destinations), we will file a claim with the carrier. Once the carrier confirms the loss, we will ship a replacement at no cost to you or issue a full refund.

8. Contact Us

For any questions regarding shipping or to report an issue with your order:
SheaButterOil.com
NT-0062-5242, Liberation Road, Tamale, Ghana
Email: info@sheabutteroil.com

See Also: Our Terms and Conditions and Product Safety Disclaimer contain additional important information governing your purchase.