1. Overview
Shieldandstow aims to handle returns, refunds and order-related concerns in a clear and consistent manner.
This Policy applies to purchases made through https://www.shieldandstow.com and should be read alongside our Terms and Conditions and Shipping Policy.
Our returns and refund procedures are subject to applicable Canadian law and the mandatory consumer protection legislation applicable to customers in Europe. Nothing in this Policy excludes or restricts a statutory right or remedy that cannot lawfully be excluded or restricted.
2. Right of Withdrawal: 14-Day Return Period
Where European consumer protection legislation grants a statutory right of withdrawal, eligible consumers generally have 14 days from the day they, or a third party designated by them other than the carrier, receive the goods to withdraw from an online purchase without giving a reason.
For orders containing multiple items delivered separately, or goods delivered in several lots or pieces, the withdrawal period will be calculated in accordance with the applicable statutory rules.
2.1 How to Request a Return
To exercise your right of withdrawal, email:
Email: control@shieldandstow.com
Subject: Right of Withdrawal – Order [Order Number]
Please include:
- Your order number.
- The item or items you wish to return.
- Your name and contact details.
- A clear statement that you wish to withdraw from the purchase.
A clear written statement is sufficient; you do not need to use a specific form. Your withdrawal notice must be sent within the applicable 14-day period.
2.2 Returning the Goods
After notifying us of your decision to withdraw, you must send the goods back or hand them over to us without undue delay and no later than 14 days after informing us of your withdrawal, unless applicable law provides otherwise.
Return Address:
Shieldandstow Returns Department
XXX
Please contact us before sending a return so that we can confirm the applicable return instructions.
For a change-of-mind return, you may be responsible for the direct cost of returning the goods if you were informed of this responsibility before completing the purchase and the applicable law permits it.
You may handle and inspect the goods to the extent reasonably necessary to establish their nature, characteristics and functioning. Where the goods have been handled beyond what is necessary for such inspection, you may be liable for any resulting diminution in value to the extent permitted by law.
These conditions do not limit remedies for faulty, damaged or non-conforming goods.
3. Refunds for Withdrawn Orders
When you validly exercise your statutory right of withdrawal, we will reimburse the payments covered by that right, including the cost of the least expensive standard delivery option offered by us where required by law.
Refunds will be issued without undue delay and within 14 days of receiving your withdrawal notice.
Where permitted by law, we may withhold the refund until we have received the returned goods or you have supplied evidence that they have been sent back, whichever occurs first.
Refunds will generally be made using the original payment method unless you expressly agree otherwise.
No refund fee will be charged for exercising a statutory right of withdrawal.
4. Faulty, Damaged or Incorrect Goods
If an item arrives damaged, is faulty, differs materially from its description or is otherwise not in conformity with the purchase contract, please contact us at control@shieldandstow.com.
Please provide the following information where available:
- Your order number.
- A description of the issue.
- Clear photographs showing the affected item and any visible damage.
- Photographs of the outer packaging, where relevant.
4.1 Assessment Using Photographs
Photographs may be sufficient for our initial assessment of visible damage or an incorrect item.
Where the available evidence adequately establishes the issue, we may arrange a refund or replacement without requiring the affected item to be returned.
If further information or inspection is reasonably necessary, we will explain what is required and why. Any request to return goods will be handled in accordance with applicable law.
4.2 Available Remedies
Depending on the circumstances and applicable law, remedies for faulty or non-conforming goods may include repair, replacement, a price reduction or a refund.
We will review the available evidence and explain the appropriate resolution. Where a refund or replacement is due, we will process it within the applicable timeframe.
Nothing in this Policy limits any mandatory remedy available under applicable consumer protection legislation.
5. Delayed Deliveries
Orders are dispatched from Canada to eligible European destinations.
Our standard estimated transit time is 5–12 business days after dispatch. This estimate does not include any separate order preparation period communicated at checkout or in the applicable shipping information.
Depending on the destination and service availability, we may use carriers including DHL, FedEx and UPS Priority services.
Where tracking information is available, we send order-related emails to the address supplied at checkout. Notifications may be sent at key stages, including dispatch, arrival at a carrier facility or logistics point, and the local delivery stage.
If your order has not arrived within the estimated transit period, contact control@shieldandstow.com with your order number and tracking reference, where available.
We will review the available tracking information and, where appropriate, open an enquiry with the carrier.
After reviewing the circumstances and available evidence, we will determine an appropriate resolution, which may include a full refund or a replacement shipment.
A carrier investigation does not remove any delivery obligation or statutory remedy that applies to the order. Where applicable law requires a particular remedy or timeframe, we will follow that requirement.
6. Lost Parcels and Transit Damage
If your parcel appears to be lost or arrives with visible damage, please contact us at control@shieldandstow.com.
For damaged goods, photographs of the item and packaging can help us assess the matter. For a parcel that has not arrived, please provide the available tracking details.
We will review the information and liaise with the carrier where appropriate. Depending on the findings and applicable law, we may arrange a full refund or replacement shipment.
Responsibility for loss or damage during transit remains with us until you, or a third party designated by you other than the carrier, physically receive the goods, except where applicable law provides otherwise.
Handing a parcel to a carrier does not, by itself, transfer the risk of loss or damage to the customer.
7. Refund Payment Methods
Payments made through our website may be completed using the methods displayed at checkout, including:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
- Other available electronic wallet payment methods
Approved refunds will generally be returned to the original payment method unless another method is expressly agreed with you and permitted by law.
The time required for a refund to appear in your account may depend on the payment method, card issuer or relevant financial institution.
We will communicate the status of your refund where appropriate. If the amount does not appear within the timeframe advised by your payment provider, please contact us with the relevant order details.
8. Order Cancellation Before Dispatch
If you wish to cancel an order before dispatch, contact control@shieldandstow.com as soon as possible and include your order number.
We will review the order status and determine whether cancellation can be completed before dispatch.
If the order has already been dispatched, the applicable return and withdrawal procedures may apply instead.
This section does not restrict any statutory cancellation or withdrawal right available under applicable law.
9. Items Returned Without Prior Contact
We recommend contacting us before sending a return so that we can provide the correct return instructions and identify the relevant order.
If goods are sent to an incorrect address or without sufficient order information, processing may take longer while we identify the shipment.
This recommendation does not invalidate a withdrawal notice that has otherwise been validly submitted within the applicable period, nor does it remove any statutory right or remedy.
10. Refund Review and Communication
We assess refund and replacement requests using the order details, the information supplied by the customer and any other relevant evidence.
Where additional information is reasonably necessary, we may contact you to clarify the request. We will explain the outcome and any relevant next steps.
We do not use internal review procedures to delay or restrict a refund or remedy beyond the period permitted by applicable law.