Refund policy

Returns

We have a 14-day return policy, which means you may request a return within 30 days of receiving your item.

To be eligible for a return, the item must be unopened, unused, in its original packaging, and in the same condition you received it. For hygiene and safety reasons, we cannot accept returns of opened food products. Please also provide a receipt or proof of purchase.

To start a return, contact us at hello@shuttle.im with a brief description of the reason for return.

If your return is approved, we’ll send you a return shipping label and instructions on how and where to send your package. Returns sent without prior approval will not be accepted.

You’re always welcome to contact us at hello@shuttle.im with any questions.

Damages and issues

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, or incorrect. We’ll evaluate the issue and do our best to make it right.

Exceptions / non-returnable items

We do not accept returns of:

  • Perishable goods, including food and beverage items (e.g. coffee), if they have been opened

  • Custom orders or personalized products

  • Gift cards

  • Sale items

If you are unsure whether your item qualifies for return, please email us at hello@shuttle.im.

Exchanges

The fastest way to get the item you want is to place a new order and return the original item (if eligible) following the instructions above.

European Union 14-day cooling-off period

If your order is delivered to an address within the European Union, you have the right to cancel or return your order within 14 days for any reason, under EU consumer law.

The item must be unopened, unused, and in its original packaging. A receipt or proof of purchase is required.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status. If approved, a refund will be issued to your original payment method within 10 business days.

Please note that it may take additional time for your bank or card provider to process the refund. Customers are responsible for return shipping unless the item is faulty or we made a mistake with your order.

If more than 15 business days have passed since your return was approved, contact us at hello@shuttle.im.