We aim to be fair and transparent with all Urban Shield VPN purchases. Please read this policy before placing your order.

1. VPN Routers (Hardware Plans)

* Router purchases are non-refundable once shipped.
* If the item arrives damaged or not working, contact us within 7 days of delivery.
* You must return the item to receive a replacement.

2. VPN-Only Subscriptions

* Monthly subscriptions are non-refundable once billed.
* Cancel anytime to stop future billing.
* No partial refunds for unused days within a billing cycle.

3. Annual VPN Subscriptions

* Refunds for annual plans are only available within 7 days of purchase, if the VPN service has not been heavily used.
* After 7 days, no refunds will be issued.

4. Early Cancellation with £39 Plan

* If you cancel your subscription before completing 12 months, you must return the router within 7 days.
* If not returned, a £30 hardware fee will be charged.

5. Return Shipping Costs

* Customers are responsible for the return shipping cost when returning hardware.
* We recommend using tracked shipping for your protection.

6. How to Request a Refund

* Email [email protected] with your order ID and reason.
* If approved, refunds will be processed within 5–10 business days.

7. Import Duty and Taxes

* If your country charges import taxes or customs fees, these are non-refundable and not controlled by Urban Shield VPN.

Last updated: 28 July 2025