Effective date: 6 April 2026
Version: 1.1
Operator
SHEIQ by CRYPTIQ Ltd
Registered in England and Wales
Company registration number: 16012114
Registered office: 128 City Road, London, EC1V 2NX
Support: support@sheiq.uk
Privacy: privacy@sheiq.uk
Legal: legal@cryptiq.uk
This policy explains how subscriptions, billing, cancellations, refunds, and delivery issues are handled for SHEIQ. It applies to purchases made on the SHEIQ website and through the SHEIQ app where checkout is provided.
This policy forms part of the Terms of use for SHEIQ.
1. What this policy covers
This policy covers:
One-time purchases of physical products such as kits and refills.
Subscription purchases for refills and any bundled plans where offered.
Billing, renewals, cancellations, refunds, replacements, and delivery issues.
Nothing in this policy affects your statutory rights.
2. Where you can purchase
Website purchases are processed through Shopify checkout and our payment providers.
In-app shopping and subscriptions may redirect you to a Shopify checkout or customer portal, where available.
If we later offer subscriptions through an app store, app store billing terms will apply in addition to this policy.
3. Subscription types
We may offer:
Refill subscriptions for physical products.
Digital access plans where offered.
Bundles combining physical products and digital access.
The plan details, price, billing cycle, and renewal date are shown at checkout.
4. Renewals and billing
Subscriptions renew automatically unless you cancel before the cut-off time.
We take payment using the payment method you provided at checkout.
If a payment fails, we may retry and may pause fulfilment until payment is successful.
5. Cancellation cut-off and how to cancel
You can cancel a subscription at any time. Cancellation stops the next renewal.
To avoid the next renewal charge, you must cancel at least 5 days before the renewal date.
If you purchased via the website, manage your subscription through the SHEIQ customer portal.
If you purchased via an app store, manage your subscription through your Apple ID or Google Play account.
Deleting your account does not automatically cancel a paid subscription. See the Account deactivation and deletion notice for details.
6. Dispatch and delivery definitions
Dispatch means the point at which your parcel is first scanned by the courier.
Delivery means the point at which the courier marks the parcel as delivered at the delivery address you provided.
7. Change of mind cancellations for physical products
You can cancel a physical product order for a full refund before dispatch.
After dispatch, we do not accept change of mind returns or refunds for sealed consumable products, for hygiene and safety reasons.
This includes supplements and other ingestible products.
8. Product condition and storage
Many SHEIQ products are sealed consumable goods.
We do not operate temperature-controlled delivery as standard. Product quality depends on appropriate storage and avoiding excessive heat exposure after delivery.
If a product has a tamper-evident seal, we cannot accept returns once the seal is opened.
9. Faulty, damaged, or incorrect items
Your statutory rights are not affected.
If your order arrives damaged, faulty, or not as described, contact support@sheiq.uk within 72 hours of delivery with:
Your order number.
Photos showing the issue and packaging.
The batch number where available.
We will assess the issue and may offer a replacement, a refund, or another appropriate resolution.
10. Delivery-related issues
Incorrect details. We cannot offer refunds or replacements for issues caused by incorrect delivery details provided at checkout.
Missed deliveries. We cannot offer refunds for missed deliveries where the courier attempted delivery in line with their process.
Delays. If your order is delayed but delivered, we offer refunds or replacements only if the product is damaged or spoiled on arrival.
Responsibility for the product transfers to you once delivery is completed.
11. Lost in transit
If a parcel is suspected to be lost, we will open an investigation with the courier.
We normally start an investigation if there is no delivery update after 7 business days.
A parcel is treated as lost when the courier confirms it as lost.
Once confirmed lost, we will offer you a choice of a replacement or a refund.
12. Refund processing
If a refund is approved, it will be issued to the original payment method.
Refund processing times depend on your payment provider.
Delivery charges are non-refundable unless the item is faulty, damaged, or incorrect.
13. Digital services and access
Where we provide paid digital access, the details shown at checkout apply.
If you request immediate access to digital content or services, your statutory right to cancel within 14 days may be affected once supply begins, as permitted by law.
Digital access is non-refundable once access begins, except where required by law.
If you have questions about digital access, contact support@sheiq.uk.
14. Chargebacks and disputes
If you raise a chargeback with your bank or card provider, we may suspend fulfilment or access while the dispute is investigated.
We encourage you to contact support@sheiq.uk first so we can resolve issues quickly and fairly.
15. Fair resolution
We aim to be fair and practical. If your situation is not covered clearly in this policy, contact support@sheiq.uk with your order details and we will review it and work towards a reasonable outcome for both sides.