Refund Policy

Refunds

HikeShield issues refunds only when we're at fault. Here's what qualifies:

Order refund policy

Refunds or replacements for physical product orders are available only when HikeShield is at fault (e.g., delivery failure, damaged product, missing or incorrect items) and must follow the conditions below:

a. Order delays

  • If an order shows no tracking information, remains pending or in transit, or expires beyond:

    • 60 days from the shipping date (global)

    • 45 days (U.S. orders)

    • 110 days (Brazil orders)
      HikeShield will, at its discretion, resend the product or issue a refund.

b. Delivered orders

  • Refunds/replacements will not be processed if tracking indicates the order was delivered.

  • If the package was not received, a non-delivery certification from the carrier/postal authority is required.

c. Damaged products

  • A full refund or replacement will be issued if items arrive damaged.

  • Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to HikeShield.

    • Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.

    • If the packaging is damaged but the product itself is intact and functioning, we can't process a refund. Refunds only apply when the product arrives damaged or broken.


d. Incorrect or missing products

  • A full refund or replacement will be issued for incorrect or missing items.

  • Requires photo or video evidence within the applicable timeframe.

    • Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

e. Order Cancellation

  • A full refund is available if the order is canceled before processing or shipping.

  • Certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.

f. Refund eligibility window

  • Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

  • Any order older than 90 days is automatically ineligible, regardless of the reason.

 

 

How does the refund process work for defective or wrong items?

Defective items

If you receive a defective product, follow these steps:

  1. Capture images and/or videos displaying the defect clearly (e.g., the product not working).

  2. Submit the evidence via the HikeShield support portal.

  3. Upon verification of the defect, HikeShield will offer:

    • A refund to the original payment method.

    • A replacement product, if applicable.

  4. Returns are generally not required; customers may keep defective items.

Wrong items delivered or redelivered

When a wrong item or an incorrect redelivery is received, here are the steps:

  1. Provide an image of the received item and its original packaging.

  2. Indicate what part of the order was incorrect (e.g., SKU, color, or size).

  3. Submit this information through HikeShield's designated channels.

  4. If confirmed, HikeShield processes refunds within 5–10 business days to the original payment method.

 

 

What are the evidence requirements for a refund?

  • Refunds or replacements will only be issued if HikeShield is responsible for the issue.

  • All required evidence (photos, videos, certifications) must be provided to validate claims.

  • All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.

  • HikeShield initiates the refund within 24 hours of validation. Funds then take 5–10 business days to appear in your account, depending on your bank or payment provider.

  • Promotional order credits will expire and be removed once the subscription is either canceled or refunded.

 

 

How to submit a refund request

To submit a refund or replacement claim, you'll need to provide the following evidence through the HikeShield support portal:

  • Photos or videos clearly showing the issue (defect, wrong item, damaged packaging where the product itself is affected)

  • Tracking details for the order in question

  • A screenshot from your Shopify Admin confirming the order and, if applicable, that you've already refunded your customer

 

 

Special circumstances

In rare cases, HikeShield may issue a one-time courtesy refund outside of standard policy, for example, if an order is seized by customs. These exceptions require supporting documentation and are reviewed on a case-by-case basis. They are not guaranteed and do not set a precedent for future requests.

 

 

 

If your refund hasn't arrived

HikeShield initiates refunds within 24 hours of approval. If funds haven't appeared within 5–10 business days, follow these steps:

  1. Contact your bank or payment provider first. Delays are most often caused by the financial institution, not HikeShield.

  2. Contact HikeShield Support, The team can confirm whether the refund was issued and provide a reference number (ARN) you can use to trace it with your bank.

  3. If the original charge was processed through Shopify, contact the Shopify Billing Team directly to investigate from their end.

Note: If your store is closed following a subscription refund, no further charges will be incurred.

Submit your evidence as soon as you spot an issue. The faster you act, the better your chances of staying within the eligibility window. Track order status and refund progress in your HikeShield dashboard.