Return and Refund Policy

Shadow and Shield
Last updated: August 13, 2026

This Return and Refund Policy applies to products and services purchased from daarc, Inc. d/b/a Shadow and Shield.

60-Day Acceptance Guarantee

The 60-Day Acceptance Guarantee applies to Shield-399 Founding Edition and Shield-399 Custom Configuration purchases. It does not apply to standalone accessories, software-only purchases or downloads, software subscriptions or renewals, or training services.

Put the Shield-399 unit through your acceptance process. Return the complete eligible configuration within 60 days of delivery for a full purchase-price refund. There is no restocking fee, and Shadow and Shield pays authorized return shipping.

Prepaid return shipping under this guarantee is available for U.S. domestic orders only.

The complete configuration must be returned, including the Shield-399 unit, protective case, cables, accessories, and included materials. Reasonable wear from evaluation is permitted. Refund deductions may apply for missing items or damage beyond reasonable evaluation.

Return authorization

Contact hello@shadowandshield.com before returning any product. Returns require prior authorization and return instructions.

Standalone accessories

Standalone accessories may be returned within 30 days after delivery. Products must be complete and in their original condition.

The customer is responsible for return shipping unless the product is defective or the incorrect item was supplied.

Software-only purchases and digital downloads

Software-only products are licensed, not sold. Because a software license or download can be copied or accessed immediately, a software-only purchase is nonrefundable after electronic delivery or access has occurred, except where required by law or where we are unable to provide the purchased software or entitlement.

Electronic delivery occurs when a download link, account access, license credential, activation entitlement, installer, or access instructions are made available to the email address or customer account associated with the order.

If an installer or download supplied by us is corrupted, inaccessible, or materially different from the product ordered, contact hello@shadowandshield.com. We will make reasonable efforts to restore access, replace the affected file or entitlement, or provide another remedy required by applicable law.

Software subscriptions and renewals

Software subscriptions and renewals are nonrefundable after the applicable subscription or renewal term begins, except where required by law.

Renewals are manual unless the customer separately enrolls in and expressly authorizes a recurring-payment plan. Merely having a payment method on file does not authorize an automatic renewal charge.

Damaged, defective, incorrect, or missing items

Contact hello@shadowandshield.com as soon as reasonably possible if an order arrives damaged, defective, incomplete, or incorrect, preferably within seven calendar days after delivery. Prompt notice and photographs of the product, shipping carton, packaging, and shipping label help us investigate and resolve the issue.

Reporting an issue more than seven days after delivery does not automatically waive rights available under the Limited Two-Year Hardware Warranty or applicable law, but a delay may make it more difficult to verify transit damage, missing contents, or carrier responsibility.

For an approved claim, we may provide repair, replacement, missing items, return instructions, or a refund as appropriate to the circumstances and applicable policy.

Limited hardware warranty

Eligible Shield-399 units include the Limited Two-Year Hardware Warranty described in our Terms of Service. The warranty transfers with the unit to lawful subsequent owners for the remainder of the original warranty period.

Warranty claims require authorization and are governed by the warranty terms. Nothing in this Return and Refund Policy limits rights or remedies available under that warranty or applicable law.

Refund processing

Approved refunds are issued to the original payment method within 10 business days after the returned items are received and inspected, or after we otherwise approve a refund that does not require a physical return.

Your bank, card issuer, or payment provider may require additional processing time before the refund appears. We do not control that additional processing period.

On-site training and onboarding

Cancellations made more than five business days before the scheduled training date receive a full refund of the course fee.

For cancellations made within five business days of the scheduled training date, 50% of the course fee is nonrefundable.

One rescheduling request is permitted without charge when requested at least five business days before the scheduled training date. Changes requested within five business days are subject to the same 50% nonrefundable course-fee rule.

Preparing a Shield-399 return

Before returning a Shield-399 unit:

• Complete a factory reset where practical;
• Remove customer accounts, credentials, and confidential information;
• Remove all source drives, evidence media, and other customer-owned storage media; and
• Follow the return packaging and shipping instructions we provide.

Do not include source drives, evidence media, customer-owned storage media, credentials, classified information, or confidential case materials with the return.

If you cannot complete a factory reset, contact hello@shadowandshield.com before shipping the return.

Your legal rights

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded or limited.

Contact

Shadow and Shield
A trade name of daarc, Inc.
260 1st Ave S, Suite 37
Saint Petersburg, FL 33701
United States
hello@shadowandshield.com
+1 (949) 436-7464