Refund policy

SHIELD™ Returns and Refund Policy

1. Overview

We understand that sometimes things do not go as planned. This policy explains how returns and refunds work when you shop with SHIELD. We keep it clear.

2. Hygiene and Safety

Because SHIELD products are personal health goods, we cannot accept returns once the packaging has been opened or tampered with, even if unused.
This ensures every customer receives products that are uncompromised.

If your order arrives damaged or incorrect, we will resolve it immediately.

3. Eligibility for Returns

You can return an item if:

  • It is unopened, in its original packaging and in resellable condition.

  • The return request is made within 14 days of receiving your order.

To start a return, contact us at support@getshields.co.uk with:

  • Your order number

  • A short description of the issue

  • Photos if relevant

Once approved, we will share return instructions and the return address.

4. Refunds

Once your return is received and inspected, we will process your refund to your original payment method.
Refunds usually take between 3 and 7 business days to appear, depending on your bank.

If your item was faulty or incorrect, we will also refund your shipping costs.
If it was a change of mind, shipping costs are not refundable.

5. Exchanges

We do not currently offer direct exchanges.

If you would like to swap for another product, please request a refund and place a new order once processed.

6. Late or Missing Refunds

If you have not received a refund after 7 business days, please:

  1. Check with your bank or card provider.

  2. Contact us at support@getshields.co.uk with your order details.

We will investigate and make sure it is resolved quickly.

7. Damaged or Incorrect Orders

If something arrives damaged, defective, or not what you ordered, contact us within 7 days of delivery.
Email support@getshields.co.uk and we will send a replacement or full refund immediately.

8. Non Returnable Items

Due to hygiene regulations, the following items cannot be returned:

  • Opened boxes or single condoms

  • Sample packs

  • Promotional or discounted items marked final sale

9. Contact

For any questions about returns, refunds or exchanges, email:
support@getshields.co.uk

Subject line: Return Request – [Your Order Number]

10. Legal Notice

This policy complies with UK Consumer Contracts Regulations 2013 and does not affect your statutory rights.