1) Standardized Definitions

a) Product Status

the condition	Definition
The product was not received	Lost during shipping, abnormally delayed, or the customer refused to accept it from the delivery person.
Received but not used	It arrived at the customer's location, still in its packaging or unassembled/unused.
The product was used	It was installed/used (without Best Shield Care service)
It has been used and there is insurance.	It was installed/used with a Best Shield Care subscription or any similar extended protection plan.

b) Installation Status

the condition	Impact on guarantee
Installation in branches	Full guarantee — Automatically certified indoor installation
Installation at authorized centers	Full warranty, provided the warranty is activated electronically within 3 days of installation, and installation takes place within 7 days of receipt.
Installation outside authorized centers	The warranty remains valid only for manufacturing defects evident in the material itself, and voids the warranty for installation errors—this is proven by inspection.

c) Compensation cases (Resolution Type)

Type	Application window	Definition and limitations
cancellation	If you have ordered, delivery is in progress.	Instant cancellation with no fees, full refund within 3-5 business days.
recovery	Only 3 days from the date of receipt	Full or partial refund to the original payment method. The refund will be processed within 3-5 business days after the return is received by the delivery representative.
replacing	Within the full actual warranty period of the product (up to 5 full years for thermal insulation)	The same product, or a different product with a price difference calculated. Exchanges within the first 3 days do not require proof of a defect (change of mind); after that, and until the end of the warranty period, proof of a covered manufacturing defect is required , and the product must be returned before receiving the replacement if the product is (brake pads, dash cam, tires, or air fresheners).

2) General rules applicable to all products

These rules apply to any product unless an explicit exception is provided in its product schedule.

2.1 — Cancel order

The customer has the right to cancel the order if the order is being delivered , without any fees.

2.2 — Product not received

The advertised delivery time: as clearly stated to the customer in each order.
If the shipment exceeds the announced delivery period with the order process and does not arrive: the customer has the right to request a full refund or immediate reshipment without waiting, and the shipping cost is borne entirely by the store.
Refusal to receive the shipment from the customer without a reason related to a defect or error on the part of the store: It is treated as a return request after the shipment arrives at the warehouse, and the actual shipping cost to and from the warehouse is deducted from the refunded amount.

2.3 — Received but not used

Return (cash refund) due to change of mind : within 3 days of receipt, provided the item is unused, uninstalled, uncut, and the packaging and accessories are included. Return shipping is the customer's responsibility.
Replacement due to change of mind : Within the first 3 days, no reason is required, but after the first 3 days, replacement is only accepted due to a manufacturing defect covered by the warranty — in which case the replacement remains available for the entire duration of the product's warranty.
Shipping defect/missing item/error : Within 72 hours of receipt + photos (product + box + shipping label). Shipping is free from the store.

2.4 — Used (without insurance)

There is no "refund" (cash refund) right due to a change of mind after use/installation.
Replacement remains available throughout the warranty period , only when a manufacturing defect is proven within the product's warranty terms.
When a "return" request is rejected for this reason, the system should automatically reroute the request to a "warranty/replacement claim" track instead of closing it.

2.5 — Used and insured (Best Shield Care)

It covers all cases of damage regardless of the cause, and replacement is available for the entire duration of the coverage (one year).
Claims limit: A maximum of only one claim during the coverage period (one year) to prevent abuse.

2.6 — The effect of the composition on the decision

Installation at authorized branches/centers + activated within 3 days ← The warranty is fully valid, and replacement is available throughout its duration.
Installation at an authorized center and the warranty is not activated within 3 days: an additional 7-day grace period remains, the basic manufacturing defect warranty remains.
Installation outside of authorized centers ← Installation warranty is void, and only the manufacturing defect warranty remains, provided it is proven by technical inspection.

2.7 — Preventing Misuse

The customer is entitled to one return/exchange due to "change of mind" within 3 days of receipt.
Promotional products/offers: Partial offers are not refundable; full offers must be returned.

2.8 — Gift Products

It is not covered by any "change of mind" clause (no returns or exchanges for this reason). It is only accepted if a defect is evident upon receipt, or as an exchange for a manufacturing defect within the warranty period, subject to availability of a replacement.

3) Detailed policy for each product

3.1 Thermal insulation (for cars and buildings)

variable	the details
Recovery window (change of opinion)	3 days from receipt (unused/unassembled/uncut)
Timeframe for reporting a defect/deficiency	72 hours + photos of the product, carton, and shipping label
Warranty period	No extra charges: 5 years against manufacturing defects (yellowing, poor insulation) — Best Shield Care: 1 year comprehensive coverage
Installation is required for warranty purposes.	Within 7 days of receipt, only at an authorized branch or center.
Activating the guarantee	Mandatory via the activation platform (vehicle data) within 3 days of installation
Installation location	It is recorded in the activation request; installation outside authorized centers voids coverage for faulty installation only.
Installation instructions	If the installation instructions are not followed, you forfeit compensation for faulty installation.
Traffic violations	We are not responsible for any traffic violations if the customer is ticketed.

3.2 Protection (PPF / Glass Shield)

variable	the details
Recovery window (change of opinion)	3 days (unassembled)
Timeframe for reporting a defect/deficiency	72 hours + photos
Warranty period	PPF 5 years depending on the film type
Installation is required for warranty purposes.	Approved internal installation only
Activating the guarantee	Within 3 days of installation
Installation instructions	If the installation instructions are not followed, you forfeit compensation for faulty installation.

3.3 Dash Cam and Accessories

variable	the details
Recovery window (change of opinion)	3 days (unused, in original packaging, with all accessories and cables)
Timeframe for reporting shipping defects/shortages/damage	72 hours + photos
Warranty period	The agent/manufacturer guarantees electrical or technical faults for two years from the date of purchase.
"Not used" status	This includes: never connecting the device to the car.
Exchange and return	The product must be returned to the delivery person before receiving a replacement or before processing a refund.

3.4 Brake pads (ceramic brake pads)

variable	the details
Recovery window (change of opinion)	3 days
Timeframe for reporting a defect/deficiency	72 hours + photos
Warranty period	3-month or 20,000 km manufacturer's defect warranty, whichever comes first — does not cover normal wear and tear.
Installation is required for warranty purposes.	If authorized service centers are added to the site, this clause applies (authorized installation; installation outside of authorized centers voids the warranty entirely (Safety Product) ).
Exchange and return	No returns after installation, even if the car is not used.

3.5 Tires (frames)

variable	the details
Recovery window (change of opinion)	3 days, provided that it is not installed on the rim at all.
Timeframe for reporting a defect/deficiency	72 hours + photos
Warranty period	According to the original manufacturer's warranty
Safety rule	Returns and exchanges are accepted if there is a proven manufacturing defect.

3.6 Fragrances

variable	the details
Recovery window (change of opinion)	3 days, provided the original packaging/seal is never opened.
Timeframe for reporting a defect/deficiency	72 hours + photos (leak, broken packaging, smell difference)
Warranty	There is no warranty for the use of this (consumer product), only a guarantee of the integrity of the packaging upon receipt.
Exchange and return	No returns once opened, even if not fully used.

Unified Return, Exchange, Cancellation & Warranty Policy