Template. Adapt the timeframes and conditions to how your business actually
operates, then have it reviewed. Payment processors check this page during onboarding.
Refund Policy
When you get a refund
- The card was never delivered and we cannot deliver a replacement.
- The code does not work at the point of sale and cannot be replaced.
- You were charged twice for the same order.
- We cancelled your order ourselves.
When you do not
- The card has already been redeemed, in whole or in part.
- You ordered the wrong amount after the code was delivered.
- You gave an incorrect delivery email and the card was redeemed by whoever received it.
- You changed your mind after receiving a working code — digital gift cards cannot be returned once delivered.
How to request one
Email support@shell.com with your order reference and a description of the problem. Include a photo of the terminal message if the card was declined at a station — it speeds things up considerably.
Timeframes
We respond to refund requests within 3 business days. Approved refunds are returned to the original payment method and typically appear within 3 business days, depending on your bank.
Replacement first
Where a card is faulty we will normally issue a replacement card of the same value first. If a replacement is not possible, we refund in full.