Refund policy
After-Sales Service Policy
At Shinecam, we want every customer to receive a product that is safe, complete, and working properly. This After-Sales Service Policy explains how returns, exchanges, warranty repairs, and related support services are handled.
This policy applies to products purchased directly from the official Shinecam website or from authorized Shinecam sellers.
For any after-sales request, please contact us at:
Customer Support: support@shinecamtech.com
Part 1 — General Terms
Important Delivery Notice
To protect your rights, please inspect your package and product carefully when you receive your order. If the product or package appears damaged during shipping, please contact the carrier and notify Shinecam as soon as possible.
If there is visible shipping damage, please keep the original packaging, take clear photos or videos, and contact us within 7 calendar days after delivery so that we can help review the issue and provide further instructions.
1. Warranty Coverage
The warranty period begins on the date you receive the product, unless otherwise stated by Shinecam.
The specific warranty period and available after-sales service options may vary depending on the product, part, purchase location, and applicable laws. Please refer to the relevant product warranty information or contact Shinecam Support for details.
2. How to Request After-Sales Service
If your Shinecam product does not work properly within the applicable warranty period, you may contact Shinecam Support for assistance.
Please email us at:
When contacting us, please include the following information:
- Your order number
- Proof of purchase
- A description of the issue
- Photos or videos showing the problem, if applicable
- The product serial number, if available
Additional service fees may apply if you are located outside Shinecam’s standard service areas. Please contact Shinecam Support for details about service availability in your region.
3. Before Sending a Product for Service
Before returning or sending a product to Shinecam for inspection, repair, exchange, or refund, please complete the following steps:
- Back up all data stored on the product or SD card.
- Remove all personal, confidential, or proprietary data from the product and storage media.
- If you cannot remove certain data, please take reasonable steps to prevent unauthorized access.
Shinecam is not responsible for the loss, disclosure, or damage of any data, including personal, confidential, or proprietary information, during the return, inspection, repair, or warranty service process.
4. What Shinecam Will Do
After receiving your request, Shinecam will first try to diagnose and resolve the issue by email, phone, online support, or other available support channels.
Shinecam may ask you to provide photos, videos, order information, product details, or troubleshooting results. In some cases, Shinecam may recommend a software update or specific troubleshooting steps.
If the issue cannot be resolved remotely, you may be asked to send the product to Shinecam or an authorized service location for inspection.
If the issue is covered by this policy, Shinecam will provide the appropriate service based on the service type described below, including return, exchange, warranty repair, or replacement where applicable.
If the issue is not covered by this policy, paid repair service may be offered where available.
5. Product and Parts Replacement
If after-sales service requires replacing a product or part, the replaced product or part will become the property of Shinecam, and the replacement product or part will become your property.
Only genuine, unmodified Shinecam products and parts are eligible for replacement.
Replacement products or parts may be new or refurbished. Any replacement provided by Shinecam will be in good working condition and will have functionality equal to or better than the replaced product or part.
Unless otherwise required by law, replacement products or parts will be covered for the remaining warranty period of the original product or part.
Replacement products or parts may have a different serial number.
6. What Is Not Covered
This policy does not cover damage, failure, or loss caused by:
- Repair or service performed by an unauthorized service provider
- Accidents, misuse, abuse, or improper handling
- Collision, impact, crushing, dropping, animal bites, or cable damage caused by improper use
- Unauthorized modification, disassembly, opening, or repair
- Use that does not follow the official product instructions or user manual
- Improper installation, incorrect operation, or use with incompatible accessories
- Continued use of damaged, aged, or defective components
- Use with a low-power, damaged, or defective battery
- Use beyond the product’s stated safety limits, waterproof rating, or maximum depth
- Exposure to fire, flood, lightning, severe weather, or other external causes beyond reasonable control
- Products or parts with removed, altered, or damaged identification labels, serial numbers, or waterproof indicators
- Products not purchased from the official Shinecam website or an authorized Shinecam seller
This policy does not limit any rights you may have under applicable consumer protection laws.
7. Limitation of Liability
When Shinecam provides after-sales service, Shinecam is responsible for loss or damage to your product only while the product is in Shinecam’s possession or, if Shinecam arranges the shipping, while the product is in transit under Shinecam’s responsibility.
Shinecam is not responsible for the loss, disclosure, or damage of any data stored in the product, SD card, or related storage media.
To the maximum extent permitted by applicable law, Shinecam and its affiliates, suppliers, distributors, and service providers are not liable for:
- Claims made against you by third parties
- Loss, damage, or disclosure of data
- Special, incidental, indirect, punitive, or consequential damages
- Loss of profits, business revenue, goodwill, or anticipated savings
To the maximum extent permitted by applicable law, Shinecam’s total liability for any claim shall not exceed the amount you paid for the product.
These limitations do not apply where liability cannot be limited or excluded under applicable law, including liability for personal injury, death, or damage to tangible property where required by law.
Some states or jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above limitations may not apply to you.
Part 2 — Types of After-Sales Service
Shinecam may provide the following after-sales services when the applicable conditions are met:
- Return and refund service
- Exchange service
- Warranty repair service
For details, please contact Shinecam Support or your authorized Shinecam seller.
1. Return and Refund Service
You may request a return and refund in the following situations:
- Within 30 calendar days after receiving the product, if the product has a manufacturing defect.
- The product must include all original accessories, manuals, packaging, and other items included in the original shipment.
- The product must be in new or like-new condition, unless the return is due to a confirmed manufacturing defect.
- Refunds are issued through the original purchase channel and original payment method where possible.
- Orders placed on the official Shinecam website may be canceled before shipment upon customer request.
Please note that certain costs caused by exchange rate changes, bank fees, or payment provider fees may not be refundable if they are not controlled by Shinecam.
Return and refund service may not be available if:
- The request is made more than 30 calendar days after delivery.
- The returned product does not include all original accessories, manuals, packaging, or included items.
- The product is not in new or like-new condition, except where the issue is caused by a confirmed manufacturing defect.
- A valid proof of purchase, receipt, invoice, or order number cannot be provided.
- The proof of purchase appears to be forged, altered, or invalid.
- The product damage or failure was caused by unauthorized use, modification, improper installation, improper operation, or misuse.
- The product shows signs of liquid intrusion, foreign objects, sand, oil, or other contamination caused by improper use.
- Product labels, serial numbers, waterproof indicators, or other identification marks have been removed, altered, or damaged.
- The damage was caused by external factors such as fire, flood, strong wind, lightning, or other events beyond reasonable control.
- The product is not returned within 30 calendar days after Shinecam provides return instructions, unless otherwise agreed by Shinecam.
- The return request is made through a channel other than the original purchase channel.
- The product was not purchased from the official Shinecam website or an authorized Shinecam seller.
- The issue is otherwise excluded under this policy.
Shipping Damage Notice
If you believe your product was damaged during shipping, please contact Shinecam Support within 7 calendar days after delivery. Please provide photos or videos of the package, product, shipping label, and any visible damage.
Shinecam will review the information and may assist you in filing a claim with the carrier where applicable.
2. Exchange Service
You may request an exchange in the following situations:
- Within 30 calendar days after receiving the product, if the product is materially different from the original product description.
- Within 30 calendar days after receiving the product, if the product has a confirmed performance failure or manufacturing defect.
Exchange service may not be available if:
- The request is made more than 30 calendar days after delivery.
- A valid proof of purchase, receipt, invoice, or order number cannot be provided.
- The proof of purchase appears to be forged, altered, or invalid.
- The returned product does not include all original accessories, manuals, packaging, or included items.
- The product or included items are damaged due to user error, misuse, or improper handling.
- Shinecam inspects and tests the product and finds no defect.
- The product failure or damage was caused by unauthorized use, modification, improper installation, improper operation, or misuse.
- The product shows signs of liquid intrusion, foreign objects, sand, oil, or other contamination caused by improper use.
- Product labels, serial numbers, waterproof indicators, or other identification marks have been removed, altered, or damaged.
- The damage was caused by external factors such as fire, flood, strong wind, lightning, or other events beyond reasonable control.
- The product is not returned within 30 calendar days after Shinecam provides exchange instructions, unless otherwise agreed by Shinecam.
- Shipping damage is claimed but reasonable supporting evidence cannot be provided.
- The issue is otherwise excluded under this policy.
3. Warranty Repair Service
Warranty periods may vary depending on local laws, product type, product part, and purchase region.
Shinecam products and major components may have different warranty periods. Please refer to the relevant product warranty information or contact Shinecam Support for details.
Before sending a product for repair, please remove any custom decorations, stickers, accessories, or personal items from the product. Shinecam is not responsible for any loss of or damage to such items during service.
Warranty repair service may be available if:
- The product is within the applicable warranty period.
- The product has not been subject to abnormal, unauthorized, or unintended use.
- The product or component has not been disassembled, modified, repaired, or installed without authorization.
- You provide valid proof of purchase, a receipt, invoice, or order number.
Warranty repair service may not be available if:
- The damage was caused by an unauthorized service provider.
- The damage or loss was caused by misuse, accidents, impact, collision, improper handling, animal bites, or cable damage caused by improper use.
- The product was modified, disassembled, opened, or repaired without authorization.
- The damage was caused by improper installation, incorrect operation, or failure to follow the official instructions or user manual.
- The damage was caused by continued use of aged, damaged, or defective components.
- The damage was caused by use with a low-power, damaged, or defective battery.
- The damage was caused by use beyond the product’s stated safety limits, waterproof rating, or maximum depth.
- Product labels, serial numbers, waterproof indicators, or other identification marks have been removed, altered, or damaged.
- The product is not returned within 30 calendar days after Shinecam provides warranty service instructions, unless otherwise agreed by Shinecam.
- The issue is otherwise excluded under this policy.
4. Other Important Information
- Warranty periods for returns, exchanges, and repairs may vary depending on the product, component, issue, and country or region of purchase.
- Customers are responsible for shipping costs when sending products to Shinecam for return, exchange, or repair, unless otherwise required by law or agreed by Shinecam.
- Shinecam will inspect the returned product to determine whether the issue is covered by this policy.
- If the issue is covered, Shinecam will cover the cost of the approved refund, exchange, or repair, as well as the shipping cost for sending the serviced or replacement product back to the customer.
- If the issue is not covered by this policy or the warranty period has expired, the customer may be responsible for inspection, repair, replacement, and return shipping costs.
- If Shinecam determines that the issue is not covered by this policy, Shinecam may offer paid repair service where available.
- Shinecam will not begin a paid repair until you agree to the quoted repair cost.
- If you do not agree to the repair cost, Shinecam will return the product to you, and you may be responsible for return shipping and any applicable inspection fees.
- Products or parts that cannot be repaired may be replaced with refurbished products or parts in good working condition. If refurbished products or parts are not available, Shinecam may provide new products or parts as replacements.
- Replacement products or parts may have a different serial number.
- User-generated data may be lost during inspection, repair, replacement, or service. Please back up your data before returning the product.
- Warranty service is generally available only in the country or region where the product was purchased. Cross-region service may be available at Shinecam’s discretion and may require additional fees, including shipping, customs duties, taxes, inspection fees, or other charges.
Customer Support
For return, exchange, warranty, or repair requests, please contact:
Shinecam Customer Support
Email: support@shinecamtech.com
Please include your order number, proof of purchase, product photos or videos, and a detailed description of the issue so that we can assist you more efficiently.
