At Pest Proof Co we stand behind the quality of what we build. Every BiteShield™ unit is inspected before it ships, and if a product arrives damaged, defective, or incorrect, we will make it right.
Please read this policy carefully before ordering. We do not accept returns for change of mind, buyer's remorse, or general dissatisfaction. Returns are limited to damaged, defective, or incorrect items, and to approved claims under our 14-Day Performance Guarantee described in Section 3. By placing an order you confirm that you have read and accepted these terms.
1. What Is and Is Not Returnable
We accept returns and issue refunds in exactly three situations:
- Your item arrived damaged in transit (cracked housing, broken solar panel, shattered components, crushed packaging with product damage).
- Your item is defective — it fails to power on, fails to hold a solar charge, or a component fails during normal use within the coverage period in Section 4.
- You received the wrong item — the product or variant delivered does not match your order confirmation.
We do not accept returns or issue refunds for:
- Change of mind, no longer wanted, or ordered by mistake
- "I didn't like it" or general dissatisfaction with the product
- Performance concerns that are not supported by the complete documentation set required in Section 3
- Items that have been used and are simply being returned unwanted
- Delays in delivery caused by the carrier, weather, customs, or an incorrect address supplied at checkout
- Products purchased from any retailer, marketplace seller, or reseller other than pestproofco.com (contact that seller directly)
2. Damaged, Defective, or Incorrect Orders
Report within 7 calendar days of delivery. Damage and shipping errors are visible immediately, and a prompt report is what allows us to file a carrier claim on your behalf.
Email support@pestproofco.com with:
- Your order number
- A clear written description of the fault
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Photographs of the item showing the damage or defect
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Photographs of the outer shipping box and all packaging (required for transit-damage claims)
- For "won't power on" or "won't charge" claims: a short video showing the unit in place, in sunlight, and failing to operate
Once we have reviewed and verified your claim, we will provide one of the following at our discretion:
- A free replacement of the affected item (our default resolution)
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Store credit equal to the value of the affected item
- A full refund to your original payment method
For verified damaged, defective, or incorrect items, Pest Proof Co covers all shipping costs in both directions. We may ask you to return the item, dispose of it, or keep it — follow the instructions our team provides.
Claims submitted more than 7 calendar days after delivery are handled under Section 4 (Limited Warranty), not as a refund.
3. The BiteShield™ 14-Day Performance Guarantee
BiteShield is a trapping and population-reduction system, not an instant repellent. It works by attracting and capturing egg-laying female mosquitoes, which reduces the local breeding population over time. Most customers notice a difference within the first week, with the largest reduction appearing across weeks three to six. Judging the product after a night or two is not a fair test of how it works — so we have built a guarantee around a fair one.
If you run BiteShield correctly for 14 consecutive days and can document that it did not work, we will refund it.
3.1 What You Must Do
To qualify, you must complete all of the following:
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Set up the unit as directed — fill the reservoir with water, add a full BioLure sachet, and place the unit according to the placement guide included with your order.
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Run it for 14 consecutive days, replenishing water and BioLure at the intervals stated in the instructions. The 14 days must be unbroken. A skipped day resets the trial.
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Photograph the unit every single day for 14 days. Each day requires two dated photographs: the unit in its outdoor placement, and the inside of the trap, showing what it has and has not caught.
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Keep a daily written log for each of the 14 days recording the date, the approximate time you spent outdoors, and the number of bites received.
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Demonstrate the failure. Your photographs and log together must show the product not working — a trap that is not catching mosquitoes alongside a bite count that is not falling.
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Begin your trial within 16 days of delivery so that the completed claim reaches us inside the 30-day claim window in Section 3.2.
3.2 Claim Window and Submission
- Your completed claim must be submitted to support@pestproofco.com within 30 days of the confirmed delivery date. Claims received after day 30 cannot be considered under any circumstances.
- Submit all 14 days of photographs and your complete daily log in one email, along with your order number.
- Photographs must carry visible dates or original file timestamps. Screenshots, cropped images with metadata stripped, duplicated images, and photos taken on fewer than 14 separate days are not accepted.
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Incomplete submissions are not eligible. If any of the 14 days is missing, the claim will be declined. We will tell you what is missing, but we cannot extend the 30-day window to let you gather it.
3.3 If Your Claim Is Approved
- We will issue a Return Authorization number. Do not ship anything before you receive one — unauthorized returns are refused and are not refunded.
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You are responsible for return shipping. Use a trackable service. Pest Proof Co is not responsible for return packages that are lost, delayed, or damaged in transit, and a refund cannot be issued on a package that does not arrive.
- The unit must be returned complete, including the solar top and housing.
- Once we receive and inspect the returned unit, we refund the purchase price of the product. Original shipping charges, expedited shipping charges, and BioLure refills or consumables that have been opened or used are not refunded.
3.4 Limits and Exclusions
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One performance-guarantee claim per customer, household, and shipping address. The guarantee is not available on repeat orders of the same product.
- Available to the original purchaser on direct orders from pestproofco.com only. It is not transferable and does not apply to gifts, giveaways, or promotional units.
- The guarantee covers mosquito activity in the treated outdoor area. It does not cover indoor use, unrelated pests outside the product's stated scope, or use of the unit in a manner or location contrary to the placement guide.
- Multi-unit orders: the guarantee applies to the order, not to each unit individually.
4. Limited Warranty
Beyond the 7-day damage window in Section 2, BiteShield is covered by a 12-month limited warranty against manufacturing defects in materials and workmanship, measured from the delivery date.
Covered: solar panel failure, LED or UV component failure, battery failure to hold charge, and housing failure occurring under normal outdoor use.
Not covered: normal wear, discoloration or fading from sun exposure, damage from freezing, storm, flood, or impact, damage from misuse, modification, or attempted repair, loss or theft, and damage from cleaning agents or additives not supplied by Pest Proof Co.
Warranty claims are resolved by repair or replacement of the defective part or unit — a warranty claim is not a refund. Email support@pestproofco.com with your order number, a description of the fault, and photographs or video showing it.
5. Non-Returnable Items
The following are not eligible for return, refund, or exchange under any circumstances:
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BioLure powder, refills, and consumables once opened or used
- Items damaged by misuse, neglect, modification, attempted repair, or use outside the product instructions
- Gift cards and store credit
- Items marked Final Sale at the time of purchase
- Free, promotional, bundled-bonus, or giveaway items
- Products purchased through third-party retailers or marketplace sellers
- Any request received after the applicable window has closed (7 days for damage, 30 days for a performance claim)
6. Exchanges
We do not offer direct product exchanges. Where a replacement is warranted under Section 2 or Section 4, we ship a replacement of the same item. If you want a different product, please place a new order.
7. Refund Processing
Once an approved return has been received and inspected, we email you the outcome.
- Approved refunds are issued to the original payment method within 5–10 business days of approval.
- Card issuers and banks may take additional time to post the credit to your statement.
- We do not issue cash refunds, and we cannot refund to a different card, account, or person.
- Original shipping charges are not refundable except where the return results from a Pest Proof Co error (damaged, defective, or incorrect item).
- If you have not seen your refund 10 business days after approval, contact us and we will investigate with our payment processor.
8. How to Start a Return
- Email support@pestproofco.com with your order number and the reason for your request.
- Attach the evidence your request requires — photographs and packaging images under Section 2, or the full 14-day documentation set under Section 3.
- Our team responds within 1–2 business days with a decision or a request for what is missing.
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Do not ship anything back without a Return Authorization number. Unauthorized returns are refused at our facility and are not refunded.
9. Order Cancellations and Address Changes
We fulfill orders quickly — usually within 1–2 business days. Cancellation and address-change requests are only possible before your order enters fulfillment. Email us immediately and we will do our best, but once a label has been created the order cannot be cancelled or redirected, and the standard terms of this policy apply.
Packages returned to us as undeliverable because of an incorrect or incomplete address supplied at checkout are refunded less original shipping and any carrier return fees.
10. Abuse of This Policy
Pest Proof Co reserves the right to decline a return, refuse service, or restrict future orders where we identify fabricated or altered documentation, duplicate or repeated guarantee claims across accounts, addresses, or payment methods, returns of items that are not the item shipped, or other misuse of this policy.
Filing a chargeback without first contacting our support team delays resolution — we will contest chargebacks on orders where this policy was not followed, using the documentation submitted with the claim.
11. Your Statutory Rights
Nothing in this policy limits any rights you have under applicable consumer protection law in your province, state, or country, including rights relating to products that are not of acceptable quality or do not match their description. This policy sits alongside those rights, not in place of them.
12. Contact
Email: support@pestproofco.com
Response time: Within 1–2 business days
Hours: Monday to Friday, 9:00 AM – 5:00 PM EST
