SHIELD
Legal

Refund Policy

When and how cancellations, withdrawals and refunds work for orders paid with cryptocurrency.

Last updated: 3 November 2026

1. Key principles

  • On SHIELD, payments are accepted only in cryptocurrency and are approved manually by our team. Cryptocurrency transactions cannot be pulled back by design; there is no "chargeback" as with banks. All refunds are therefore sent by our team as a new transaction to the wallet address you provide.
  • Your order status ("Payment step", "Awaiting approval", "Approved", "Cancelled", "Refunded") is always visible on the My orders page; status changes are also sent to you as a Discord direct message.
  • This policy does not limit your rights under consumer law; mandatory rules always take precedence.

2. Cancelling before payment is approved

  • If you have not paid yet, you can cancel the order at any time with the "Cancel order" button on the order page; orders whose payment window expires are cancelled automatically. You are not charged anything and the stock reservation is released.
  • If you have paid, do not cancel the order; submit your request with "I've paid" and open a support ticket. If you change your mind before approval, say so in the ticket; the payment received is refunded in full under section 8.

3. Orders that cannot be approved

In the following cases the full payment received is refunded (or, at your request and where possible, credited to another order):

  • the product is no longer in stock when a payment arrives after the payment window has expired,
  • the order is cancelled because of an obvious price or stock error,
  • the order is not approved because of a legal restriction, sanctions or a similar reason (see the Terms of Use; for suspected abuse see below),
  • an approved order cannot be delivered for a reason on our side.

Payments stopped on suspicion of fraud or abuse may be held until the review is complete and, where required, requests from competent authorities have been met.

4. Right of withdrawal

  • Physical products: if you are a consumer, you may withdraw from the contract within 14 days of receiving the product without giving a reason and without penalty (Turkish Law No. 6502 and the Distance Contracts Regulation; consumers in the EEA and the UK also have a statutory 14-day withdrawal period). It is enough to send your withdrawal notice through a support request. You must send the product back to us within 14 days of the notice, unused and in resaleable condition, in its original packaging where possible. Return shipping with the carrier we name is free of charge for you. You are responsible for changes and deterioration caused by use beyond normal handling.
  • Digital products and services: for services performed instantly online and intangible goods delivered to you instantly (e.g. digital codes, licences, accounts, in-game content), the right of withdrawal cannot be used once you have agreed to delivery (Distance Contracts Regulation Art. 15(1)(ğ)). If a digital product has not been delivered yet, you can still cancel your order and your payment is refunded in full.
  • There is also no right of withdrawal for products made to your personal specifications and the other exceptions listed in the regulation.

5. Faulty or defective products

If a product that does not match its description, is damaged, incomplete or does not work is delivered, your statutory rights apply regardless of the withdrawal period. Consumers in Türkiye may choose, under Article 11 of Law No. 6502, to withdraw from the contract, get a price reduction, a free repair or a replacement with a non-defective equivalent. For digital products we first try to replace it with a working product; if that is not possible, we refund the price. When you notice the problem, contact us with your order number, a description and, if possible, photos or screenshots. For physical products, we recommend having shipping damage recorded in a report at delivery.

6. Payment mistakes

  • Overpayment: if you sent more than requested, we refund the difference minus the network fee for sending it.
  • Underpayment: you can top up the missing amount, or cancel the order and ask for a refund of your payment minus the network fee. If you sent a different amount, report the transaction ID (TXID) on the order page.
  • Wrong network, coin or address: due to the nature of blockchains these payments often cannot be recovered. Where technically possible we make reasonable efforts to recover them, but we cannot guarantee the result and are not liable for such losses.
  • Paying the same order twice: the extra payment is refunded in full at your request.

7. How to request a refund

After signing in, open a support request through the contact form, the Messages page or our Discord server and include:

  • your order number (VR-XXXXXXXX),
  • the transaction ID (TXID) of your payment,
  • the wallet address for the refund on the same coin and network as your payment (if you use an exchange, the exchange's deposit address for that network),
  • the reason for the refund and, if needed, explanatory photos or screenshots.

For your security we may ask you to send the request from the account the order belongs to and, where necessary, to prove that you made the payment. We are not liable for losses caused by a wrong wallet address you provide; please double-check it.

8. Refund amount, method and timing

  • Method: refunds are made in the coin and on the network used for the payment. We do not refund to another coin, in cash or to a bank account.
  • Amount: as a rule, the amount of coin received for your order is refunded, so neither you nor we are affected by rate changes. For partial refunds (e.g. one item of an order), the share of coin attributable to that item is used.
  • Network fee: for refunds caused on our side (order not approved, out of stock, withdrawal, defective product) we cover the network fee for sending the refund. For refunds caused by your mistake (over-, under- or double payment) the network fee is deducted from the refund.
  • Timing: once a refund request is approved, the payment is usually sent within 1–3 business days and no later than 14 days. For withdrawals, this period runs from the date the physical product reaches us or is handed to the return carrier. We share the transaction ID (TXID) of our refund with you and your order status is updated to "Refunded".

9. Contact