Refund policy

At Shellrus, we take product quality and customer satisfaction very seriously. If your screen protector arrives damaged or becomes damaged during installation, we’ll do our best to make things right. Please review the following guidelines:

1. Damaged Upon Arrival

• If your screen protector arrives damaged, do not install it.

• Take clear photos of the damaged screen protector, and if the packaging is also damaged, please include that in the photo.

• Send the photos to our customer service team at contact@shellrus.com.

• Once verified, we will ship you a replacement as our top priority.

• Please note: if the screen protector has already been installed, it will not qualify for a free replacement.

 

What if I crack the screen protector?

We understand how disappointing it can be to damage your screen protector. While we can't offer a warranty due to the high manufacturing costs, we want to help! 

• If the screen protector cracks or shatters after it has been installed and used, we will consider this as user damage. Unfortunately, this is not covered by our replacement policy.

• We do understand that our screen protectors are a premium product, and it can be frustrating if they become damaged. As a courtesy, we offer 50% off a replacement screen protector of the same size.

Replacement for Installation Errors (valid for 30 days from the date of delivery, U.S. Customers Only)

We know that installation can sometimes be tricky. If you experience issues with installing your sapphire screen protector or Sapphire lens protector, we offer one free replacement. Just reach out to customer service at contact@shellrus.com to request a prepaid shipping label, and return the undamaged item to us. Starting September 30, 2024, a $5 shipping fee will be charged for replacements to help cover our operational costs. Once we receive your returned item, we'll process and ship your replacement within 3-4 business days.

Please Note: Free replacements are not available for damaged products, as they cannot be refurbished. Customers outside the U.S. are not eligible for free replacements.

Replacement Steps:

  1. Gently pry up the screen protector using a razor blade, starting from the bottom corners and moving slowly. If the protector is cracked, we won’t be able to process the replacement.
  2. Sanitize the screen protector and pack it securely in the original shipping box (or any small rigid box). Ensure it won't crack during shipping; again, we can't process replacements for cracked protectors.
  3. Print and attach the return label to the shipping box and drop it off at any USPS office. Your replacement will be sent 3-4 days after we receive the returned package. (For a prepaid return label, email contact@shellrus.com.)

No Customer Warranty

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

Our sapphire products have a scratch protection rating of 9 on the Mohs hardness scale, meaning they resist scratches from everyday items like keys, rocks, and sand. However, please note that while sapphire is highly scratch-resistant, it is still vulnerable to cracks and breakage from drops and impacts. We recommend using your Sapphire X screen protectors and lens protectors in combination with a sturdy phone case for optimal protection.

We understand that accidents happen, and we’re here to help. If you need to replace a damaged Shellrus Sapphire product, we’re happy to offer a 50% discount on your next purchase.

We would love to offer a customer warranty, but the unique manufacturing complexity of our sapphire products makes this challenging. The majority of your purchase goes toward the cost of the sapphire itself, which is why we cannot provide the same type of warranty offered by more affordable materials like tempered glass.

Didn't receive your package?

If tracking indicates that your package was delivered to a secure location (like a mailbox or mailroom), we cannot take responsibility for missing items. Please check with your carrier or landlord for more information. Otherwise, we will either reship or refund the missing package.

Refund Exceptions — Damaged Products

Damaged products are only eligible for a refund if they were damaged during shipping. If your Shellrus Sapphire product was damaged in transit, please contact our customer service team with an explanation and a picture of the damaged package. We'll coordinate a return and reship your item as quickly as possible. Email customer care at contact@shellrus.com.

How to Return (U.S. Returns Only):

  1. 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 wish to return.
  3. Drop off your return package at the nearest USPS office.

Refunds will be processed within 1-2 business days of receiving your return package. Please note that it may take longer for the funds to appear based on your payment method.

How to Return (Outside of the U.S.):

Unfortunately, we cannot provide prepaid shipping labels for customers outside the United States. Please visit your local postal office and ship the package to us.

Rev: Sep 3, 2025