Refund Policy

Effective Date: January 1, 2025

1. Return Eligibility

To be eligible for a return and refund, your item must meet the following conditions:

• Return request initiated within 30 days of delivery
• Product in original, unused condition
• Original packaging intact and included
• All accessories and documentation included
• No signs of wear, damage, or modification
• Proof of purchase (order number or receipt)

2. Non-Returnable Items

The following items cannot be returned or refunded:

• Products showing signs of use or installation
• Items damaged due to misuse or negligence
• Products with removed or damaged packaging
• Custom or personalized items
• Sale or clearance items marked as final sale
• Gift cards
• Items returned after 30 days

3. How to Initiate a Return

To start the return process:

1. Contact Us: Email support@phoneshield.com or call +588736148417 within 30 days of receiving your order
2. Provide Information: Include your order number, the item(s) you wish to return, and reason for return
3. Receive Authorization: We'll send you a Return Authorization Number (RAN) and return instructions
4. Package Your Return: Securely pack the item in its original packaging
5. Ship the Item: Send the package to the address provided in your return authorization

4. Return Shipping

4.1 Return Shipping Costs

• Defective or Wrong Item: We cover all return shipping costs
• Change of Mind: Customer responsible for return shipping costs
• International Returns: Customer responsible for customs fees and duties

4.2 Return Shipping Address

PhoneShield Returns Department
93D Schulist Stairs
Port Shanel, WA 4286
United Arab Emirates

Important: Always include your Return Authorization Number on the package. Items returned without authorization may be refused or delayed.

4.3 Shipping Insurance

We recommend using tracked and insured shipping for all returns. PhoneShield is not responsible for items lost or damaged during return shipment.

5. Refund Processing

5.1 Inspection Process

Once we receive your return:

• We will inspect the item within 2-3 business days
• You'll receive an email confirming receipt and inspection status
• If approved, your refund will be processed
• If denied, we'll explain the reason and offer alternatives

5.2 Refund Timeline

• Refunds are processed within 7-10 business days after approval
• Refund will be issued to your original payment method
• Bank processing may take an additional 5-10 business days
• You'll receive a confirmation email when the refund is processed

5.3 Refund Amount

Your refund will include:

• Full product price
• Original shipping costs (if item is defective or incorrect)
• Applicable taxes

The following may be deducted:

• Return shipping costs (for non-defective returns)
• Restocking fee of 15% (if applicable)
• Any promotional discounts that were applied

6. Exchanges

6.1 Product Exchanges

If you wish to exchange an item for a different product:

• Follow the return process outlined above
• Place a new order for the desired item
• We'll process your refund once we receive the return

For faster service with exchanges, contact us to discuss expedited options.

6.2 Size or Color Exchanges

If available, we can facilitate direct exchanges for different sizes or colors:

• Contact us within 30 days of receiving your order
• We'll verify availability of the desired option
• Return the original item
• We'll ship the replacement once we receive your return

7. Defective or Damaged Products

7.1 Reporting Defects

If you receive a defective or damaged product:

• Contact us immediately upon receipt
• Provide photos of the defect or damage
• Include your order number
• Describe the issue in detail

7.2 Resolution Options

For defective or damaged items, we offer:

• Free replacement shipment
• Full refund including shipping costs
• Store credit with bonus value
• Partial refund if you wish to keep the item

7.3 Manufacturer Defects

Products covered by manufacturer warranty may be repaired or replaced according to warranty terms. Contact us to initiate a warranty claim.

8. Wrong Item Received

If you receive the wrong item:

• Contact us within 7 days of delivery
• We'll arrange free return shipping
• Correct item will be shipped immediately
• You'll receive a full refund if correct item is unavailable
• No restocking fees will apply

9. Cancellations

9.1 Order Cancellation

You may cancel your order:

• Within 24 hours of placing the order
• Before the item ships
• By contacting customer service

If your order has already shipped, you'll need to follow the return process once you receive it.

9.2 Cancellation Refunds

Cancelled orders are refunded within 3-5 business days to your original payment method.

10. Partial Returns

If you ordered multiple items and wish to return only some:

• You can return individual items from an order
• Refund will be prorated based on returned items
• Free shipping threshold must still be met for remaining items
• You may be charged shipping costs if order falls below $50

11. International Returns

11.1 International Return Process

For customers outside the United Arab Emirates:

• Same 30-day return policy applies
• Customer responsible for return shipping costs
• Mark package as "Returned Merchandise" to avoid customs fees
• Include original customs forms if applicable

11.2 International Refunds

• Refunded in original currency at current exchange rate
• Customs duties and taxes are non-refundable
• Processing may take 10-15 business days

12. Gift Returns

If you received an item as a gift:

• Contact us with the order number if available
• Refund will be issued as store credit
• Gift giver will not be notified of the return
• Store credit valid for 1 year from issue date

13. Store Credit

Instead of a refund, you may opt for store credit:

• Receive 110% of return value as store credit
• Valid for 1 year from issue date
• Can be used for any future purchase
• Non-transferable
• Cannot be redeemed for cash

14. Quality Guarantee

All PhoneShield products come with our quality guarantee:

• Products meet international quality standards
• Military-grade drop protection as advertised
• Materials are as described
• Certifications are valid and current

If any product fails to meet these standards, we'll provide a full refund or replacement regardless of the 30-day window.

15. Restocking Fees

A 15% restocking fee may apply to:

• Returns without original packaging
• Items showing signs of use
• Large or bulk orders
• Special order items

Restocking fees do NOT apply to:

• Defective products
• Wrong items sent
• Damaged products
• Items returned within 7 days in perfect condition

16. Refused Deliveries

If you refuse delivery of your order:

• Standard return policy applies
• Original shipping costs are non-refundable
• Return shipping fees will be deducted
• Restocking fee may apply

17. Lost or Stolen Packages

For packages marked as delivered but not received:

• Contact us within 48 hours
• We'll file a claim with the shipping carrier
• Investigation typically takes 5-10 business days
• Refund or replacement issued after investigation

We recommend:

• Using secure delivery locations
• Adding signature confirmation for high-value orders
• Checking with neighbors or building management

18. Contact Us for Returns

Our customer service team is here to help with returns and refunds:

Email: support@phoneshield.com
Phone: +588736148417
Hours: Monday-Friday, 9AM-6PM; Saturday-Sunday, 10AM-4PM
Address: 93D Schulist Stairs, Port Shanel, WA 4286, United Arab Emirates

19. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our website after changes constitutes acceptance of the modified policy.

20. Additional Information

20.1 Warranty Claims

For warranty-related issues beyond the 30-day return period, please refer to the manufacturer's warranty information included with your product or contact us for assistance.

20.2 Customer Satisfaction

Your satisfaction is our priority. If you have any concerns about a return or refund, please contact our customer service team. We're committed to finding a solution that works for you.

20.3 Feedback

We value your feedback. If you're returning a product, please let us know why so we can continue to improve our products and services.