Refund and Returns Policy

Last Updated: [November, 2, 2025]
Effective Immediately

Thank you for choosing Shahrour.store for your commercial kitchen equipment needs. We stand behind the quality and performance of every machine we manufacture and supply—from hummus mixers (SH-MX series) and falafel machines (SH-FL series) to dough cutters (SH-HKY series).

Because our products are industrial-grade, custom-engineered machinery (not consumer goods), our return and refund policy is designed to ensure fairness for both our clients and our manufacturing process.

1. Eligibility for Returns

• Returns are only accepted for unused, undamaged, and uninstalled equipment in its original packaging.
• The request must be submitted within 7 calendar days of the delivery date.
• A 20% restocking fee applies to all approved returns to cover handling, inspection, and repackaging costs.
• Custom-made machines (e.g., SH-MX120, SH-MX150, or any non-standard capacity) are non-refundable and non-returnable.

2. What Is Not Returnable

• Machines that have been installed, operated, or connected to power.
• Equipment showing signs of use, damage, or missing components.
• Items purchased during clearance or special promotions (unless defective).

3. Defective or Damaged Items

If your machine arrives damaged or has a manufacturing defect, please:

• Notify us within 48 hours of delivery with photos/videos of the issue.
• Do not install or operate the machine. We will, at our discretion:
• Repair or replace the unit free of charge, or
• Issue a full refund if replacement is not feasible.

4. Return Process

1. Contact us at info@shahrour.store or call +90 537 608 89 84 to request a Return Authorization (RA) number.
2. Pack the item securely in its original packaging with all accessories.
3. Ship it to our warehouse in Esenyurt, Istanbul, Turkey (address provided upon RA approval).
4. Refunds (minus restocking fee) are processed within 10 business days after we receive and inspect the item.

5. Cancellations

• Orders can be canceled free of charge within 24 hours of placement.
• After 24 hours, a 10% cancellation fee applies if production has begun.

Note: Shipping costs for returns are the customer’s responsibility unless the return is due to our error or a defect.