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Customer Service, Shipping, Returns, Refunds & Warranty Support

This page is the main customer support and policy hub for Non-Lethal Defense. It explains how to contact us, how shipping works, how returns and refunds are handled, how warranty support works, and how Byrna product registration and warranty requests should be submitted.

Contact Information

Non-Lethal Defense
4029 Pearl Rd. #1011
Medina, OH 44256
United States

Email: support@nonlethaldefense.com
Phone: (877) 87B-YRNA
Phone Numeric: (877) 872-9762

How We Can Help

  • Order questions
  • Shipping questions
  • Return requests
  • Refund questions
  • Warranty direction
  • Byrna product registration direction
  • Damaged, defective, incomplete, or incorrect item issues
  • Product support
  • Bulk, dealer, or organizational inquiries

Order Support

For order support, please email support@nonlethaldefense.com and include your order number, full name, and a brief description of the issue.

Please include complete details with your first message so we can assist you efficiently.

Shipping Policy

Orders are processed as quickly as possible. Processing times may vary depending on product availability, order volume, carrier schedules, weather, legal restrictions, fraud review, payment approval, or other circumstances outside our control.

Customers are responsible for entering a complete and accurate shipping address at checkout. Non-Lethal Defense is not responsible for delays, failed deliveries, misdeliveries, returned shipments, or losses caused by incorrect or incomplete customer-provided information.

Some products may be restricted in certain states, cities, counties, municipalities, or jurisdictions. Customers are responsible for knowing and complying with all applicable federal, state, and local laws before purchasing, receiving, possessing, transporting, storing, or using any product sold by Non-Lethal Defense.

We reserve the right to cancel, hold, or refuse shipment of any order when we believe shipment may be restricted, unlawful, unsafe, suspicious, abusive, or otherwise inappropriate.

Fraud Review and Order Holds

Orders may be held, reviewed, canceled, or refunded when payment information, shipping information, order history, fraud-prevention signals, customer account information, or other available information suggests fraud risk, chargeback risk, misuse, unlawful activity, or policy abuse.

Non-Lethal Defense may request additional information before shipping an order. Failure to provide requested information may result in order cancellation or refund.

Tracking Information

When tracking information is available, it will be provided through the email address used at checkout. Carrier tracking updates may take time to appear after a label is created.

Lost, Delayed, or Damaged Shipments

If your shipment is lost, delayed, damaged, or marked delivered but not received, please contact the carrier first and then contact us at support@nonlethaldefense.com.

Please include your order number, tracking number, and any photos of damage or packaging when applicable.

Returned or Refused Shipments

If a shipment is returned to Non-Lethal Defense because of an incorrect address, refused delivery, failure to pick up the package, carrier issue, legal restriction, or other customer-related issue, the customer may be responsible for original shipping charges, return shipping charges, restocking fees, carrier fees, and any other applicable costs.

Refund eligibility for returned or refused shipments will be determined after the package is received and inspected.

Return Window

Eligible return requests must be initiated within 14 days of delivery, unless a product-specific or manufacturer policy states otherwise.

If delivery confirmation is unavailable, the return window may be measured from the fulfillment date plus a reasonable transit period, at our discretion.

Return Eligibility

Returns may be accepted on eligible items that meet all of the following requirements:

  • The return request is initiated within the applicable return window.
  • The item is new, unused, unopened where applicable, and in original condition.
  • The item is returned in the original packaging.
  • All parts, accessories, manuals, labels, documentation, and packaging are included.
  • The return is approved in advance by Non-Lethal Defense with a valid Return Merchandise Authorization, also called an RMA.

Returns sent without prior approval or without a valid RMA may be refused, delayed, returned to sender, or processed at our discretion.

How to Request a Return

To request a return, email support@nonlethaldefense.com and include the following:

  • Your full name
  • Your order number
  • The item you want to return
  • The reason for the return
  • Photos of the item and packaging, if applicable
  • Tracking information once the approved return is shipped

Please do not ship a return until your request has been reviewed and approved.

Return Merchandise Authorization Required

All returns require prior written approval and a valid RMA. An RMA approval does not guarantee a refund. Refund eligibility is determined after the returned item is received, inspected, and confirmed to meet our return requirements.

Products returned without an approved RMA may be refused, returned to sender, delayed, or processed at our discretion.

Return Shipping

Unless otherwise approved in writing by Non-Lethal Defense or required by applicable law, return shipping is the responsibility of the customer. Original shipping charges are non-refundable.

We strongly recommend using a trackable shipping method and keeping your tracking number until your return is completed. Non-Lethal Defense is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

Return Address

Approved returns should be sent to:

Non-Lethal Defense
4029 Pearl Rd. #1011
Medina, OH 44256
United States

Please include your name and order number inside the package so we can properly match the return to your order.

Refunds

Once an approved return is received and inspected, we will determine whether the item is eligible for a refund. Refunds are generally issued to the original payment method.

Refund timing may vary depending on your payment provider, bank, credit card company, or payment processor.

Refunds are not issued until the returned item is received, inspected, and confirmed to meet our return eligibility requirements.

Refunds may be denied or reduced if the returned item is used, altered, missing components, damaged after delivery, not in original packaging, returned late, returned without RMA approval, or otherwise not in returnable condition.

Restocking Fees

Approved change-of-mind returns are subject to a 10% restocking fee.

Additional reductions may apply if the returned item is used, altered, missing components, damaged after delivery, not in original packaging, or otherwise not in returnable condition.

Return fees, restocking fees, original shipping charges, return shipping charges, carrier fees, or other applicable charges may be deducted from any eligible refund where permitted by law.

Non-Returnable and Final-Sale Items

Certain items may be non-returnable for safety, legal, sanitary, regulatory, product-integrity, or manufacturer-policy reasons.

Non-returnable or final-sale items may include, without limitation:

  • Restricted products
  • Opened or used safety/self-defense products
  • Chemical irritant products
  • Aerosols
  • Ammunition, rounds, or projectiles
  • CO2 cartridges or gas cartridges
  • Body armor
  • Clearance items
  • Special-order items
  • Items marked final sale on the product page
  • Items that cannot be safely resold as new

Opened, used, altered, damaged, incomplete, or improperly packaged products may not be eligible for return.

Inspection Requirement

All returned items are inspected upon receipt.

If a returned item is used, opened where opening affects resale or safety, altered, damaged, missing components, missing packaging, missing documentation, damaged after delivery, not in original condition, or otherwise not eligible for return, the return may be denied or the refund may be reduced to reflect the condition of the item.

Damaged, Defective, or Incorrect Items

If your product arrives damaged, defective, incomplete, or incorrect, please contact us promptly at support@nonlethaldefense.com.

Please include your order number, a description of the issue, photos of the product, photos of the packaging, and a photo of the shipping label when applicable.

We will review the issue and either assist directly or direct you to the appropriate manufacturer support channel.

Warranty Support

Many products sold by Non-Lethal Defense are covered by the original manufacturer’s warranty. Manufacturer warranty decisions are made by the manufacturer, not by Non-Lethal Defense.

Warranty coverage, exclusions, claim approval, repair, replacement, credit, refund, or denial decisions are determined by the applicable manufacturer. Non-Lethal Defense can help customers understand where to start, but we do not control or approve manufacturer warranty decisions.

Byrna Product Registration

For Byrna product registration, use Byrna’s Product Registration page:

Register Your Byrna Product

Byrna Returns and Warranty Requests

For Byrna returns or warranty requests, use Byrna’s Care Center:

Submit a Byrna Return or Warranty Request

Customers should follow all instructions provided by Byrna before shipping any Byrna product for inspection, warranty review, repair, replacement, credit, or refund consideration.

Before Filing a Warranty Claim

Before submitting a warranty claim, gather the following information:

  • Your Non-Lethal Defense order number
  • Proof of purchase
  • Product model and serial number, if applicable
  • A clear description of the issue
  • Photos or videos showing the issue, if applicable
  • Photos of the product, packaging, and shipping label, if applicable

Returns Are Separate From Warranty Claims

Returns and warranty claims are separate processes. A return is generally a request to send back an eligible product for refund consideration. A warranty claim is generally a request for manufacturer review of a possible defect.

Please do not send any product back without first receiving return approval from Non-Lethal Defense or following the applicable manufacturer RMA process.

Return Abuse and Fraud Prevention

Non-Lethal Defense reserves the right to refuse, limit, cancel, review, delay, or deny returns, refunds, exchanges, warranty-related requests, or future orders when we identify activity that appears inconsistent with normal consumer use or appears to involve misuse of our policies.

This may include repeated returns, false or misleading claims, chargeback abuse, products returned used or incomplete, multiple accounts associated with suspicious activity, returns sent without RMA approval, or attempts to bypass product restrictions, return rules, final-sale designations, legal restrictions, or manufacturer policies.

We may use order history, return history, payment risk signals, shipping information, customer account information, device information, fraud-prevention tools, carrier information, manufacturer guidance, and other available information to evaluate orders, returns, refunds, warranty-related requests, and suspected policy misuse.

All returns are subject to inspection before any refund is issued. Refunds may be denied or reduced if the returned item is used, altered, missing components, damaged after delivery, not in original packaging, returned without RMA approval, or otherwise not in returnable condition.

Non-Lethal Defense reserves all rights and remedies available under applicable law, including the right to recover costs, fees, losses, chargeback expenses, shipping charges, product loss, collection costs, and reasonable attorney fees where permitted by law.

Safety and Legal Responsibility

Customers are responsible for reading and following all product manuals, safety instructions, warnings, and applicable laws. Products should only be purchased, received, possessed, stored, transported, and used in accordance with manufacturer instructions and applicable federal, state, and local laws.

Non-Lethal Defense reserves the right to cancel, refuse, hold, or restrict orders when we believe a transaction may violate applicable laws, product restrictions, safety requirements, fraud-prevention rules, or company policy.

Helpful Links

Need Help?

For customer service, shipping questions, returns, refunds, warranty direction, damaged items, defective items, incorrect items, or product support, contact us.

Email: support@nonlethaldefense.com
Phone: (877) 87B-YRNA
Phone Numeric: (877) 872-9762