Shipment Protection Policy

Shipment protection is an optional add-on, priced at $20.00 per order, that you may choose to add during checkout. It is never selected automatically — you must actively check the option before it is included in your order.

What is covered

• Packages confirmed lost in transit by the carrier.
• Packages that arrive visibly damaged, with photo documentation provided at the time of the claim.

Eligibility

• Available only for orders shipped within the United States.
• Must be added to the order before checkout is completed — it cannot be added afterward.

Documentation required for a claim

• Your order number and the email used at checkout.
• For damage claims: photos of the package and product as received.
• For lost-package claims: confirmation from the carrier that delivery cannot be verified, after the standard delivery window has passed.

Exclusions

• Delivery delays alone, where the carrier eventually confirms delivery.
• Incorrect or incomplete address information entered by the customer.
• Claims submitted after the policy window closes (placeholder: 30 days from the ship date).

Claims process

Contact support@refinalis.example with your order number and the documentation above. Approved claims are resolved by reshipment of the same product and amount, or a refund, at our discretion.