Refund policy

By placing an order with Reflect Defense Window Film, you acknowledge and agree to the following terms and conditions as well as the return and refund policy. 

REFLECT DEFENSE WINDOW FILM
TERMS OF SALE • REFUND POLICY • INSTALLATION RISK ACKNOWLEDGMENT

1 • BINDING AGREEMENT

By checking the required box and completing checkout you (the Buyer) confirm that you have read, understood, and unconditionally accept this entire Agreement. If you do not agree, do not place an order.

2 • PRODUCT CATEGORIES

Type Definition Return / Refund Eligibility
In-Stock Goods Standard, unopened rolls or tools. Returnable within 14 days if unopened and resalable.
Custom Cut Orders Film cut to your specifications, 1-ft increments, pre-cut kits. Final Sale – No returns, refunds, or exchanges.
Sale / Clearance Items Discounted or close-out merchandise. Final Sale – Non-refundable.

TURF PROTECTION, SIDING PROTECTION, REFLECTION IDENTIFICATION, PHOTOGRAPHIC DOCUMENTATION, AND CUSTOMER RESPONSIBILITY

IMPORTANT PHOTOGRAPHIC DOCUMENTATION REQUIREMENT

CUSTOMERS MUST TAKE AND RETAIN PHOTOGRAPHS PRIOR TO INSTALLATION

PRE-INSTALLATION PHOTOGRAPHS ARE REQUIRED FOR ANY FUTURE CLAIM, WARRANTY REQUEST, OR PERFORMANCE REVIEW.

FAILURE TO OBTAIN PRE-INSTALLATION PHOTOGRAPHS MAY RESULT IN THE DENIAL OF A CLAIM OR PREVENT REFLECT DEFENSE WINDOW FILM FROM VERIFYING THE CONDITION OF THE PROPERTY BEFORE INSTALLATION.

Customers are strongly encouraged to photograph all potentially affected areas immediately prior to installation, including but not limited to:

  • Turf and landscaping.
  • Artificial grass.
  • Siding and exterior finishes.
  • Decking and patio surfaces.
  • Fencing.
  • Outdoor furniture and fixtures.
  • Any area allegedly affected by reflected sunlight.

These photographs should clearly document the condition of the property before the product is installed and should be retained by the customer for their records.

Reflect Defense Window Film cannot determine, verify, or distinguish between damage that existed before installation and damage allegedly occurring after installation when no pre-installation documentation exists. There are circumstances in which a customer may believe damage occurred after installation when the same condition existed prior to installation. Without pre-installation photographs, Reflect Defense Window Film cannot independently verify the timing, origin, extent, or progression of any alleged damage.

Visible Light Is Not the Cause of Damage

Visible light is not the cause of turf, siding, decking, or other heat-related damage. Visible light is only an indicator that a reflection may be present. The primary source of damaging energy is infrared (IR) radiation. The mere presence of a visible reflection does not establish that a particular window, door, or glazing unit is the source of the damage.

Reflection Identification and Source Determination

Because every property is unique, Reflect Defense Window Film does not determine which specific window, door, glazing unit, or reflective surface is responsible for any alleged damage. The identification of the source glazing unit(s) is the responsibility of the property owner, contractor, installer, consultant, or other party selected by the customer.

To properly evaluate any claim, dispute, warranty request, or performance concern, the customer must provide:

  • Photographs of all four sides of the structure.
  • Wide-angle photographs showing the entire side of the home where the alleged damage is occurring.
  • Photographs of adjacent structures that may contribute to the reflection.
  • Photographs taken facing both the affected area and the suspected reflective glazing.
  • Photographs clearly identifying all windows, doors, and glazing units located on the affected elevation.
  • Photographs showing the damaged area and its relationship to surrounding reflective surfaces.
  • Pre-installation photographs taken before any product was applied.
  • Post-installation photographs showing the completed installation.

Limited Coverage and Partial Installations

Reflect Defense Window Film products are designed to reduce and mitigate infrared reflections when properly applied to the glazing units responsible for producing the damaging reflection. If a customer purchases only enough material to cover one or a limited number of windows while additional reflective glazing units remain untreated, Reflect Defense Window Film cannot guarantee performance for any untreated window, door, glazing unit, or reflective surface.

Customers who elect to purchase minimal square footage, minimal linear footage, partial coverage, or who otherwise choose not to cover all potentially contributing glazing units assume all responsibility for identifying the source of the reflection and determining the proper installation locations.

Reflect Defense Window Film manufactures and supplies the material but is not responsible for determining where the product should be installed. We do not warrant, guarantee, or represent that installation on a single window, selected windows, or a limited portion of a structure will resolve reflection-related issues when other untreated glazing units may also be contributing to the condition.

Conditions for Any Performance Guarantee

Any representation, claim, support, or consideration of a 100% performance guarantee is contingent upon:

  • Complete coverage of all identified contributing glazing units on the affected side of the structure.
  • Coverage of any neighboring glazing units that may contribute to the damaging reflection.
  • Compliance with all installation instructions.
  • Submission of required pre-installation and post-installation photographs.
  • Full cooperation with any reasonable investigation requested by Reflect Defense Window Film.

If there is uncertainty regarding the source of the damaging reflection, Reflect Defense Window Film reserves the right to require additional documentation, photographs, videos, property layouts, satellite imagery, or other information necessary to identify the source of the reflected infrared energy.

Where sufficient information is available, Reflect Defense Window Film may review customer-provided documentation, publicly available imagery, property records, satellite imagery, and other available resources to assist in identifying potential contributing glazing units. In certain circumstances, and at our sole discretion, an on-site inspection or third-party evaluation may be recommended or required before any determination is made.

No guarantee is provided for untreated windows, doors, glazing units, neighboring structures, or reflective surfaces that remain uncovered. Continued damage resulting from untreated or unidentified reflective sources does not constitute a product defect, warranty claim, material failure, or basis for a refund.

3 • PRICING AND PAYMENT

Prices are shown in USD, exclusive of tax and shipping. Payment in full is required at checkout. You agree not to initiate a chargeback or payment dispute without first giving us an opportunity to resolve any issue.

4 • SHIPPING, RISK OF LOSS, CONSOLIDATION

  • Title and risk transfer to Buyer upon delivery to the carrier.

  • Orders may be consolidated into fewer, longer rolls to reduce freight cost (e.g., two 60 in × 5 ft rolls ship as one 10 ft roll).

  • Signature is required on delivery. Typical U.S. transit time is 3-5 business days.

5 • INSPECTION POLICY

  1. Box Inspection – Examine packaging for damage before breaking the seal.

  2. Damage Notice – If packaging is compromised, do not open; notify us immediately.

  3. Film Inspection – After confirming packaging is intact, break the seal and verify film length and condition.

  4. Pre-Install Notice – Report shortages or damage before installation.

  5. Acceptance of Condition – Installing the film = acceptance that it is correct and undamaged. After installation, no additional product or replacement will be supplied without payment.

6 • RETURN & REFUND POLICY

  • Return Window – Only eligible In-Stock Goods may be returned within 15 days of delivery.

  • RMA Required – Email returns@reflectdefensewindowfilm.com for a Return Merchandise Authorization. Returns without a valid RMA or after the 14-day RMA validity will be refused.

  • Condition – Items must be new, unused, in original packaging. Opened, used, damaged, or incorrectly addressed returns will be rejected.

  • Restocking Fee – 25 % for returns not due to our error (may be waived for exchanges of equal or greater value).

  • Refund Method – Credited to original payment method minus outbound shipping; if card credit is unavailable, a check is issued within seven days after inspection.

  • Shipping Costs – Non-refundable except when we are at fault. Buyer pays return freight.

  • Damaged Returns – Buyer is responsible for adequate packaging; damage in transit may void refund.

7 • INSTALLATION RISK ACKNOWLEDGMENT

  • Buyer must inspect every pane for chips, cracks, scratches, edge defects, or inclusions before installing film.

  • Hidden defects, nickel-sulfide inclusions, edge damage, or thermal stress may cause spontaneous breakage; Buyer assumes all such risks.

  • Temperature differentials and solar absorption introduced by film can create thermal fracture.

  • Buyer accepts sole responsibility for correct installation, removal, and any resulting damage or injury.

  • If a third-party installer is engaged, that installer acts solely on Buyer’s behalf; Reflect Defense is not liable for installer workmanship.

  • Reflect Defense has no liability for any breakage, damage, or loss occurring after the protective seal is broken or once installation begins.

8 • LIMITATION OF LIABILITY

Products are sold AS-IS without express or implied warranties. Reflect Defense’s maximum liability is limited to replacement of unopened defective product or refund of the purchase price. We are not liable for indirect, incidental, consequential, or special damages, including labor, loss of use, or property damage.

9 • CHARGEBACK WAIVER

Initiating a payment dispute or chargeback without first giving Reflect Defense written notice and a reasonable opportunity to resolve the issue is a material breach of this Agreement. We reserve the right to recover all fees, costs, and damages resulting from an unwarranted chargeback.

10 • GOVERNING LAW & DISPUTE RESOLUTION

This Agreement is governed by the laws of the State of Idaho. Any dispute shall be resolved exclusively by confidential binding arbitration in Idaho. No class actions or jury trials are permitted. Each party bears its own arbitration costs unless otherwise awarded.



12 • Installation Verification Requirement for Refunds and Replacements

To ensure the integrity of refund and replacement requests, customers must provide comprehensive proof of full installation. This measure is necessary due to instances where partial installations have been misrepresented as complete, leading to unwarranted claims.

Required Evidence:

  1. Full Installation Video: A continuous video capturing the entire installation process, clearly showing each window being covered with Reflect Defense Window Film. 
  2. Comprehensive Exterior Footage: A video walkthrough of the property’s exterior, demonstrating that all relevant windows have been treated with the film.
  3. Detailed Photographs: High-resolution images of each window post-installation, ensuring clarity and visibility of the applied film.

Important Notes:

  • Photographs alone are insufficient for verifying complete installation.
  • Claims lacking the above evidence may be denied to prevent fraudulent activities.
  • This policy applies to all refund or replacement requests citing product ineffectiveness or damage prevention failure.

By implementing these requirements, we aim to uphold the quality and reliability of our products and services.

12 • MISCELLANEOUS

  • Additional shipping charges apply to Alaska and Hawaii.

  • We comply with GDPR for EU customers’ data privacy.

  • Late or missing refunds: confirm with your bank before contacting us.

  • Only full-priced products qualify for refunds; sale items do not.

  • We may update these terms at any time; continued purchasing after updates constitutes acceptance.

13 • ORDER VERIFICATION & FRAUD PREVENTION

  • Reflect Defense Window Film reserves the right to verify any order prior to fulfillment.

  • We may contact customers to confirm or clarify order information including, but not limited to: incomplete names, unusual spellings, mismatched billing and shipping addresses, or multiple addresses linked to the same payment method.

  • These steps are taken to validate the purchaser’s identity, prevent fraud, and ensure the customer understands the product type and application requirements.

  • We reserve the right to cancel any order at our sole discretion if verification cannot be completed or the transaction is deemed suspicious or high-risk.

  • This policy applies to all orders and customers and serves as an extension of both our Terms of Sale and Refund Policy.

Placing an order constitutes full acceptance of all terms above.