Refund and Returns Policy
Return Policy
Many of the products we sell are altered from their original configurations. Any custom configuration such as, but not limited to: cut sheets, cut rolls, chrome delete rolls, printed materials, laminated materials, etc., are ineligible for return.
The Film Shop is unable to accept change orders or cancellations once an order is in the fulfillment process and a product has been altered.
Full rolls that have not been used are eligible for return within 30 days and will be subject to a restocking fee and any incurred shipping costs. No exceptions will be made.
Please note: colors and finishes of the same product may vary from roll to roll. The Film Shop cannot guarantee a match of products from different rolls or lot numbers.
The Film Shop is not responsible for installation failure, nor do we guarantee the application of any of the products that we sell.
For products that have been damaged in transit, please see the Shipping section.
For defective product issues (defects discovered before or during installation), please see the Manufacturer Defects section.
For warranty issues (defects that show up after the product is in use/applied), please see the Manufacturer Product Warranties section.
Manufacturer Defects
Manufacturer defects refers to products that present/display a defect right out of the box, or while being applied. If you experience a product defect, we highly encourage you to stop using the product and contact us for resolution.
We understand how frustrating it can be to experience film defects, but please note that if a claim needs to be filed with the manufacturer, we are bound by their respective claims processing methods, and subject to their decision to honor the claim. Our customer service team will do everything we can to assist you through the claims process, but please understand it’s not always an easy process.
The claims process can be lengthy. If you need replacement material right away, we recommend ordering a replacement while waiting for resolution.
Defective film claims must be filed within 30 days of delivery.
When filing a defective film claim, you will need to provide pictures, sent via email to info@thefilmshop.com, along with product info (product, order date, size to claim).
The manufacturers do require the defective product to be returned. If you are able, please circle a section of the film showing the defect and package everything back into the original packaging.
Usually within a week of filing the claim, we will receive a return shipping label from the manufacturer which we will forward to you. It will be your responsibility to tender the return package to the assigned shipping company within the manufacturer’s time limit (usually 2-4 weeks depending on the manufacturer). If the time expires, the claim will be closed and we will be unable to reopen the claim.
Manufacturer Product Warranties
Manufacturer warranty failures refer to products that present/display a defect after being applied and are actively in use (already installed).
Warranties and warranty processing may differ between manufacturer, product, region, film orientation, installer certifications, and more. It is up to you to determine the warrantability of the products you are using. Much information can be found on our resources page, or directly on the manufacturers websites.
If you experience a product warranty failure, please contact us for resolution.
We understand how frustrating it can be to experience warranty failures, but please note that if a claim needs to be filed with the manufacturer, we are bound by their respective claims processing methods, and subject to their decision to honor the claim. Our customer service team will do everything we can to assist you through the claims process, but please understand it’s not always an easy process.
The claims process can be lengthy. If you need replacement material right away, we recommend ordering a replacement while waiting for resolution.
Warranty failure claims must be filed within 30 days of discovering the failure.
When filing a warranty claim, you will need to provide pictures, sent via email to info@thefilmshop.com, along with product and customer info (product, product order date, installation date, client zip code, size to claim).
The manufacturers do require the failed product to be returned. We know removing film, particularly with defects can be challenging. We understand that it won’t look pretty, but please do your best to remove it in a fashion that will still allow the failure/defect to show.
Usually within a week of filing the claim, we will receive a return shipping label from the manufacturer which we will forward to you. It will be your responsibility to tender the return package to the assigned shipping company within the manufacturer’s time limit (usually 2-4 weeks depending on the manufacturer). If the time expires, the claim will be closed and we will be unable to reopen the claim.