🛡️ Buyer Protection Policy

Return & Refund Policy

Last updated: May 2026  ·  SOLSHIELD Official Store

📦
Return Window
30 Days
💰
Refund Method
Original Payment
💬
Support
Live Chat
⚡
Processing Time
3–5 Business Days

📋 Policy Overview

At SOLSHIELD, we stand behind every product we sell. If you are not fully satisfied with your purchase, you may request a return or refund within 30 days from the date of delivery, subject to the conditions outlined below.

All return and refund requests are handled through our on-site support team. Simply reach out via Live Chat or our Contact Us page — no email required.

✅ Eligible Return Reasons

We accept returns for the following reasons:

  • Item not as described — product significantly differs from the listing (color, size, function)
  • Defective or damaged item — product arrived broken, torn, or non-functional
  • Missing item or wrong item sent — received incorrect product or incomplete order
  • Quality issue — product fails to meet reasonable quality standards
  • Change of mind — eligible only if item is unopened and in original packaging (return shipping fee borne by buyer)

🚫 Non-Returnable Situations

Situation Returnable?
Item used, washed, or altered Not Eligible
Missing original packaging or tags Not Eligible
Return request after 30 days of delivery Not Eligible
Items marked as "Final Sale" or promotional bundles Not Eligible
Defective item reported within 30 days Eligible
Sealed / unopened item (change of mind) Eligible (buyer pays shipping)

🔄 How to Initiate a Return

⚡
Fastest Way — Self-Service Return
Log in to your account and submit a return request anytime — even outside business hours. Our team will review and respond within 1 business day.
My Account →

Or follow these steps:

1
Submit via Account or Live Chat
Log in to your account to submit a self-service return request, or open Live Chat and provide your order number and reason for return.
2
Submit Photos / Evidence
For damaged or incorrect items, please share clear photos of the product and packaging so we can review your case quickly.
3
Receive Return Approval
Once approved, we will provide the return address and instructions. Please do not ship the item before receiving approval.
4
Ship the Item Back
Pack the item securely in its original packaging and ship it using a trackable courier. Share the tracking number with our team.
5
Refund Processed
Once we receive and inspect the item, your refund will be issued within 3–5 business days to the original payment method.

💳 Refund Timeline

Payment Method Estimated Refund Time
Credit / Debit Card 5–10 business days (varies by bank)
Online Banking / FPX 3–5 business days
E-Wallet (GrabPay, Touch 'n Go, etc.) 1–3 business days
Buy Now Pay Later (e.g. Atome) 3–7 business days (plan adjusted accordingly)
Please note: Shipping fees are non-refundable unless the return is due to our error (wrong item, defective product). For change-of-mind returns, the buyer is responsible for return shipping costs.

🔁 Exchange Policy

We offer product exchanges for defective items or size/color mismatches caused by our team. Exchanges are subject to stock availability.

If you'd like to exchange for a different variant (color, size), please contact our Live Chat team before returning the item so we can confirm availability and reserve the replacement for you.

📸 Damaged or Lost in Transit

If your order arrives visibly damaged, please photograph or video the parcel before opening and contact us within 48 hours of delivery. We will arrange a replacement or full refund at no additional cost to you.

For lost parcels, please allow the estimated delivery window to pass before reporting. We will work with the courier to investigate and resolve the case.

Ready to Start a Return?
Submit anytime via your account — no waiting needed. Our team reviews all requests within 1 business day.
📦 Self-Service Return 📩 Contact Us

All return requests require approval before items are shipped back.