Refund Policy

1. Introduction

At ShieldCase, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or may arrive damaged. This refund policy explains our procedures for returns, exchanges, and refunds.

By purchasing products from our website, you agree to the terms of this refund policy. Please read it carefully before making a purchase.

2. Return Eligibility

2.1 Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. If the item is opened, used, or damaged, we may reduce your refund amount based on the condition of the returned item.

2.2 Items That Cannot Be Returned

The following items cannot be returned:

• Products that have been personalized or customized according to your specifications
• Products that have been damaged due to misuse, accidents, or improper handling
• Products with removed or damaged original packaging, where the packaging is part of the product's protection
• Screen protectors that have been applied (due to hygiene reasons)

2.3 Defective or Damaged Items

If you receive a defective or damaged product, please contact our customer service within 48 hours of receipt. We will arrange for a replacement or refund after verifying the issue. Please keep all original packaging and take photos of the damaged items as this may be required for processing your claim.

3. Return Process

3.1 Initiating a Return

To initiate a return, please follow these steps:

1. Contact our customer service at returns@shieldcase.com or call +442175393334 to request a Return Merchandise Authorization (RMA) number
2. Complete the return form that will be sent to you via email
3. Package the item securely in its original packaging if possible
4. Include your RMA number on the outside of the package
5. Ship the package to the address provided by our customer service team

We recommend using a tracked shipping service for all returns as we cannot be responsible for items lost during return shipping.

3.2 Return Shipping

You are responsible for paying the shipping costs for returning the item unless the return is due to our error (you received an incorrect or defective item).

If your return is due to our error, we will provide you with a prepaid shipping label or reimburse your return shipping costs up to a reasonable amount.

4. Refunds

4.1 Refund Processing Time

Once we receive and inspect your return, we will notify you via email whether your refund has been approved or rejected. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days, depending on your payment provider's policies.

4.2 Refund Amounts

For returns of unused, unopened products in their original condition, we will issue a full refund of the purchase price and any standard shipping costs you paid.

For returns of opened or used products (where allowed), we may deduct a restocking fee of up to 15% from your refund, depending on the condition of the returned item.

Express or expedited shipping charges are non-refundable.

4.3 Late or Missing Refunds

If you haven't received a refund within 15 business days of our confirmation email, please check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank, as there is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact our customer service.

5. Exchanges

5.1 Exchange Eligibility

If you would like to exchange an item for a different product, such as a different model or color, please follow the return process and place a new order for the desired item.

5.2 Exchanges for Defective Items

If you received a defective item and would like a replacement of the same product, please contact our customer service. We will arrange for a replacement to be sent to you after verifying the defect.

6. Warranty Claims

6.1 Warranty Coverage

ShieldCase products are covered by warranties as specified on their respective product pages. If your product experiences a failure covered by warranty after the standard return period, please contact our customer service to initiate a warranty claim.

6.2 Warranty Claim Process

To make a warranty claim:

1. Contact our customer service with your order details and a description of the issue
2. Provide photos or videos demonstrating the defect (if applicable)
3. Follow the instructions provided by our customer service team

If your warranty claim is approved, we will either repair the product, replace it with the same model, or offer a store credit if the exact model is no longer available.

6.3 Warranty Limitations

Our warranties do not cover damage resulting from accidents, misuse, unauthorized modifications, normal wear and tear, or failure to follow care instructions. We also do not warrant that our products will protect your device from all damage in all circumstances.

7. Cancellations

7.1 Order Cancellation

You may cancel your order before it has been shipped. To cancel an order, please contact our customer service as soon as possible with your order number. If your order has already been shipped, you will need to follow our return process after receiving the item.

7.2 Refund for Cancelled Orders

If you cancel your order before it has been shipped, we will issue a full refund of all amounts paid, including shipping costs. The refund will be processed to your original method of payment.

8. Special Circumstances

8.1 Promotional Items and Gifts

If you received a free promotional item or gift with a purchase and then return the purchased item, the value of the free item may be deducted from your refund unless you also return the promotional item in new, unused condition.

8.2 Sale Items

Items purchased during sales or with discount codes are subject to the same return policy as regularly priced items unless otherwise noted at the time of purchase.

8.3 International Returns

For international orders, the customer is responsible for any duties, taxes, and customs clearance fees incurred during the return process, in addition to the return shipping costs. These fees are non-refundable.

9. Consumer Rights

This refund policy does not affect your statutory rights as a consumer. If applicable law in your country provides for additional or different rights, such as the right to cancel within a specific cooling-off period, those rights are not affected by this policy.

For customers in the European Union, you have the right to cancel your order without giving any reason within 14 days from the day on which you or a third party indicated by you (other than the carrier) receives the goods purchased.

10. Contact Information

If you have any questions or concerns about our refund policy, please contact our customer service:

11. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

12. Glossary of Terms

• RMA (Return Merchandise Authorization): A number issued by ShieldCase to authorize the return of a product for replacement, repair, or refund.
• Restocking Fee: A fee charged by ShieldCase to cover the costs associated with inspecting, repackaging, and restocking a returned item.
• Warranty: A guarantee from ShieldCase that promises to repair or replace a product if it fails within a specific period of time.