Refund policy

 

Free Replacement for Installation Errors — Screen Protectors & Lens Protectors (valid for 30 days from the date of delivery, U.S. Customers Only)

We understand that mistakes can happen during the installation process. We offer one (1) free replacement for your Sapphire X screen protector or Sapphire lens protector if you fail to install them properly. Please contact customer service at contact@shellrus.com to request a paid shipping label and return the undamaged item to us. Replacements will be processed and shipped within 3-4 business days of receiving your returned item, and your returned item will be sent back to our factory for refurbishment. Please note: Free replacements are not available for damaged products as they cannot be refurbished. Customers outside of the U.S. are not eligible for free replacements. 

Steps:

    1. Carefully pry up the screen protector with a razor blade, be sure to pry the screen protector from its bottom corners, as slowly as possible. We won’t process the replacement if the protector is cracked.
    2. Sanitize the screen protector, pack it back in the original shipping box (or any small rigid box you can find), please make sure the screen protector won’t crack during shipping. We won’t process the replacement if the protector is cracked.
    3. Print and attach the return label on the shipping box and drop it off at any USPS office, we will send the replacement 3-4 days after the returned package is delivered. (Please email: contact@shellrus.com for a pre-paid return label)

 

No Customer Warranty

All Shellrus Sapphire products are guaranteed 99.99% pure synthetic sapphire and covered for any damage incurred during shipping to you (please see above for details on replacing items damaged during shipping).

Additionally, we guarantee our sapphire products have scratch protection of a 9 on the Mohs hardness scale, which means that glass, keys, rocks, sand, and most of the other items responsible for scratching phone screens will not be able to scratch your Shellrus Sapphire screen or camera lens protector.

We do not provide any kind of warranty for damaged sapphire once it is safely received by you. 

Sapphire's unique scratch-resistance doesn't necessarily prevent cracks and other breakage. This is because as gemstones get higher on the Mohs scale, they become more scratch-resistant but they also become more brittle. Diamonds are a 10 on the Mohs scale for instance, but they are more brittle than sapphire. Your Shellrus Sapphire products are more scratch-resistant than any other currently available smartphone accessory — but like all screen and lens protectors they are vulnerable to phone drops and impact breakage. It is highly recommended to use your Sapphire X Screen Protectors and Sapphire Lens Protectors in combination with a phone case. Combined with a good case, there is no better way to protect your smartphone.

That said, we understand how frustrating it can be to drop your phone or have breakage from unintended impact. We're happy to provide a 50% off discount to you if you need to make a replacement purchase for a damaged Shellrus Sapphire product. 

We would love to provide a customer warranty, but one of the things that makes your sapphire product so unique is how complex it is to manufacture. Because sapphire manufacturing costs are so high, most of what you're paying for when you buy a sapphire accessory from us is the sapphire itself.

Alternatively, screen protectors from materials like tempered glass can cost as little as $1.50 USD to produce at wholesale price. You might be paying a 2000% mark-up (or even more in some cases) in exchange for a lifetime warranty. 

 

Did you crack or damage your Shellrus Sapphire product? Enjoy a replacement at 50% off. (valid for 30 days from the date of delivery)

We understand how frustrating it can be to drop your phone or have breakage from unintended impact. We're happy to provide a 50% off discount to you if you need to make a replacement purchase for a damaged Shellrus Sapphire product.

For help with a damaged product, please contact our customer care department or email us at contact@shellrus.com. Please note: You 
will be required to mail the damaged product back to us after you receive the replacement (shipping will be covered in the US).

* Cracked replacement purchase will require 50% of the sales price starting Feb 1, 2021. If you wish to make a replacement purchase for the lens protectors that are packaged in sets (set of 2 or 3), you will need to purchase the whole set.


Damaged During Delivery

If your Shellrus Sapphire product arrives damaged or doesn't look right, please take your phone and record the unboxing immediately, then send us an email with the video attached. A valid proof will need to show the screen protector was damaged before use.

 

Didn't receive the package?

If the tracking shows that the package has been delivered to a safe place (mailbox, mailroom, parcel locker and etc), we won't be responsible if the customer didn't receive the package. Customers will be expected to check with the carrier or landlord for more info. Otherwise, we will either reship or refund the missing package.

 

Return

In order to receive a refund for your Shellrus Sapphire product, your item must be returned in its original unused condition within 30 days of purchase. Please note:  We do not refund shipping costs incurred during the return/refund process.

 

Refund Exceptions — Damaged Products

Damaged products are not covered under our refund policy unless products are damaged during shipping to you. If your Shellrus Sapphire product has been damaged in transit, please explain the damage to our customer care department and include a picture of the damaged item. We will coordinate a return and reship to you as fast as we can. Customer care can be emailed at contact@shellrus.com.

 

Only new and unused products are eligible for return and refund, customer will be responsible for the shipping cost back and forth. We will charge a 15% refurbish fee + shipping if the packaging is opened or the screen protector is used. 

 

How To Return (U.S. Returns Only):

  1. Please email contact@shellrus.com to request a return and we'll send you a prepaid USPS shipping label.
  2. Include the original receipt or packing slip with the item(s) you'd like to return.
  3. Drop off your return package at the nearest USPS office.
  4. Refund are processed within 1-2 business days from receiving your return package. Please note: It might take longer to receive funds based on your payment method.

 

How To Return (Outside of the U.S.):

We are not able to provide paid shipping labels for customers outside of the United States. Please go to your local postal office and ship the package to:

Shellrus, LLC
7770 Regents Road STE 113-312
San Diego, CA 92122-1967  USA

  1. Please email contact@shellrus.com to request a return and we'll send you a prepaid USPS shipping label.
  2. Include the original receipt or packing slip with the item(s) you'd like to return.
  3. Drop off your return package at the nearest USPS office.
  4. Refund are processed within 1-2 business days from receiving your return package. Please note: It might take longer to receive funds based on your payment method.

 

Rev: Feb 1, 2021