Refund policy
1. Your Right to Cancel (UK Customers)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise your right to cancel, you must inform us within this 14-day period. You then have a further 14 days to return the goods.
To cancel, contact us at: contact@safefort.co.uk
2. Our 30-Day Returns Policy
In addition to your legal rights, we offer a 30-day returns policy.
To be eligible:
- Items must be returned in as-new condition
- With original packaging, manuals, accessories, and keys
- With proof of purchase
3. Condition of Returned Goods
You may inspect goods as you would in a shop. However, we may make a reasonable deduction if the value has been reduced due to excessive handling or damage.
4. How to Start a Return
To initiate a return, contact us at contact@safefort.co.uk.
If your return is accepted:
- We will provide instructions on how to return your item
- For smaller items, we may provide a return label
- For larger or heavy items (such as safes), we will arrange a collection via courier or freight service
Items returned without prior authorisation may not be accepted.
5. Return Shipping Costs
· If you are cancelling under your legal 14-day right, you are responsible for return costs unless the item is faulty or incorrect
· For large or heavy items, we can arrange collection and will confirm the cost in advance
· If the item is faulty, damaged, or incorrect, we will cover the return costs
6. Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method within 14 days of receiving the goods (or proof of return)
- This includes the cost of standard delivery (where applicable)
We may make deductions for:
- Any loss in value due to handling beyond what is necessary
- Any missing items (i.e. fitting kits, manuals, instructions etc)
- Additional delivery costs if you selected a premium delivery option
7. Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if:
- The item is damaged
- The item is faulty
- You receive the wrong item
We will work quickly to resolve the issue in line with your rights under the Consumer Rights Act.
8. Heavy & Bulky Items (Safes)
Safes and security equipment can be heavy and require suitable access for delivery and collection.
- You are responsible for ensuring safe and appropriate access
- If collection cannot be completed due to access restrictions, additional charges may apply
- We can advise on access requirements before delivery if needed
8a. Pallet Deliveries & Kerbside Service
Many of our larger safes and security products are delivered via pallet courier.
Kerbside Delivery
- Standard pallet deliveries are made on a kerbside basis only
- This means delivery is to the nearest safe and accessible point outside your property
- Drivers are not required to move goods into your premises
Customer Responsibility
You are responsible for:
- Ensuring there is suitable access for a large delivery vehicle (e.g. HGV or tail-lift truck)
- Being present at the agreed delivery time
- Providing any necessary assistance or equipment to move the item from the kerbside to your desired location
Delivery Limitations
Pallet couriers generally:
- Cannot deliver up steps, stairs, gravel, or uneven surfaces
- Cannot move items inside buildings or up/down floors
- Will not unpack or position goods
If you require placement inside your property, a specialist delivery or installation service must be arranged in advance.
Failed Pallet Deliveries
If delivery cannot be completed due to:
- Restricted access
- Unsafe unloading conditions
- Customer not present
- Incorrect delivery details
The delivery may be:
- Aborted or returned to depot
- Subject to redelivery, storage, or return charges
These costs may be deducted from any refund or charged separately.
Damage on Delivery
- Please inspect goods before signing for delivery
- If there is visible damage, you should:
- Sign as “damaged” or “unchecked”
- Take photographs where possible
- Failure to do so may affect our ability to claim against the courier, but does not affect your statutory rights under the Consumer Rights Act 2015
9. Failed Deliveries & Redelivery Charges
Where a delivery cannot be completed due to circumstances within your control, including but not limited to:
- No one available to accept delivery
- Incorrect delivery information provided
- Inadequate access for large/heavy items
- Failure to comply with agreed delivery arrangements
We reserve the right to charge:
- Redelivery fees
- Storage costs (where applicable)
- Return-to-sender costs
If an order is returned to us following a failed delivery attempt, we may deduct these costs from any refund.
10. Refused Deliveries
If you refuse delivery of an order (and the goods are not faulty or incorrect):
- This will be treated as a return
- We may deduct:
- Return shipping costs
- Any carrier charges incurred
- Reasonable handling costs
11. Installation Services
Where installation services are arranged:
- These may be carried out by qualified third-party installers
- We remain responsible for ensuring services are provided with reasonable care and skill
Customers are responsible for ensuring that installation locations are structurally suitable (e.g. floor load capacity).
Nothing in this policy limits your statutory rights.
12. Exceptions / Non-Returnable Items
The following items are not eligible for return (unless faulty):
- Made-to-order or customised items
- Special order products
- Hazardous materials
- Gift cards
If you are unsure whether your item is eligible, please contact us. If you are unsure whether your item is eligible, please contact us.
13. Exchanges
We do not offer direct exchanges.
The fastest way to receive a replacement is to:
- Return your original item
- Place a new order
14. European Union Customers
If we ship goods to the European Union, you have the right to cancel your order within 14 days of receipt, in line with EU consumer law.
15. Incomplete Deliveries
Some orders may arrive in multiple shipments. We will keep you informed and provide tracking details where available.
16. Payment Disputes & Chargebacks
If you have any issue with your order, we strongly encourage you to contact us first so we can resolve the matter quickly and fairly.
By placing an order with us, you agree that:
- You will not initiate a chargeback or payment dispute without first giving us a reasonable opportunity to resolve the issue
- Where a chargeback is initiated and the claim is found to be invalid (e.g. item delivered as described), we reserve the right to:
- Provide evidence to the payment provider (including delivery confirmation, signatures, and correspondence)
- Recover any associated costs or fees where permitted
We fully comply with dispute processes operated by payment providers and platforms including Shopify.
This policy does not affect your statutory rights.
17. Contact Us
If you have any questions about returns or refunds, please contact:📧 contact@safefort.co.uk