Refund policy
Gaia Shield Return & Refund Policy
At Gaia Shield, we stand behind the quality of our products. Because many of our products are emergency, tactical, power, and deployment-related items, returns and refunds are handled according to product type and condition.
1. Return window
Eligible items may be returned within 14 days of delivery. To qualify, the item must be unused, in original condition, and in original packaging.
2. Eligible products
The following products may be eligible for return:
- unopened bags
- unopened accessories
- unused apparel or soft goods
- non-customized consumer items
3. Non-returnable items
The following items are final sale unless they arrive damaged or defective:
- Gaia Command Node
- Gaia Power Vault
- custom-configured systems
- batteries
- power systems
- installed or activated hardware
- software-enabled devices once activated
- clearance or discounted items
- gift cards
This is important. Do not let people “test” hardware and then send it back.
4. Damaged or defective items
If your order arrives damaged, defective, or incomplete, you must contact us within 72 hours of delivery with:
- your order number
- photos of the product
- photos of the packaging
- a short description of the issue
If approved, we will offer a replacement, store credit, or refund at our discretion.
5. Return approval required
Returns are not accepted without prior authorization. Customers must contact us first to request a return. If approved, return instructions will be provided.
6. Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or we shipped the wrong item.
Original shipping charges are non-refundable.
7. Restocking fee
For approved returns on eligible items, Gaia Shield may apply a 10% to 20% restocking fee if the item is opened, repackaged, or returned in a condition that requires inspection or repackaging.
For premium hardware, if you ever allow any return at all, use at least a 15% restocking fee.
8. Refund timing
Once the returned item is received and inspected, approved refunds are issued to the original payment method within 5 to 10 business days.
9. Order cancellations
Orders may be canceled before shipment. Once an order has shipped, it is subject to the return policy above.
Custom, configured, freight, or deployment-based orders may not be canceled once processing has begun.
10. Refused deliveries
If a customer refuses delivery of a non-defective order, any refund issued may be reduced by outbound shipping, return shipping, handling costs, and any restocking fee.
11. International orders
International orders are generally final sale. Refunds or replacements for damaged international shipments will be handled case by case.
12. Chargebacks
Customers agree to contact Gaia Shield first to attempt to resolve any issue before initiating a chargeback. Fraudulent or abusive chargebacks may result in being blocked from future purchases.