Refund policy
Standard Returns (Change of Mind)
For products purchased online or through distance means, customers have a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days from delivery and return for a full refund, excluding installation costs if applicable.
Notification and Return Period: Customers must notify The Safe Havens within 14 days from delivery of their intent to return the product, and the product must be returned within 14 days after notification, ensuring prompt action.
Condition Requirements: The product must be in its original condition and packaging, undamaged and resalable.
Shipping Costs: Customers are responsible for arranging and paying for return shipping using a traceable method, such as preferred carriers recommended by The Safe Havens.
Installation Impact: For products where installation services are purchased, once scheduled or begun, customers cannot cancel under this policy.
Defective Products
The Safe Havens provides a 12-month warranty from delivery.
Reporting Defects: Customers must report defects immediately, with assessment under warranty terms. If defective at delivery and unrepairable within a reasonable time, The Safe Havens may offer a refund or replacement at its discretion.
Exclusions: No liability for wear and tear, misuse, or accidental damage.
Other Returns
Returns beyond the 14 days or for reasons other than defects may be accepted at The Safe Havens' discretion, subject to a 15% restocking fee (minimum £25).
Return Authorization: Customers must obtain a Return Authorisation Number (RAN) before shipping, with unauthorized returns refused and returned at the customer’s expense, ensuring strict control over return processes.
Condition and Costs: Products must be in original packaging and resalable, with customers bearing all shipping costs, reinforcing the company’s position on cost recovery.
Exclusions
To maintain strict return policies, certain products are excluded:
Custom-Ordered Products: Cannot be returned unless defective at delivery, aligning with consumer law exceptions for personalised goods and reflecting the impracticality of reselling custom safes.
Installed Products: Cannot be returned unless defective under warranty, given the complexity of disassembly and potential property damage, a stricter stance than allowing post-installation returns.
Unauthorized Returns: Refused and returned at the customer's expense.
International Returns
For customers outside the UK, returns require prior contact to discuss additional costs like import duties. This reflects the complexity and cost of international returns, with pricing on application (POA) as per the earlier shipping policy.
Return Procedure
The procedure is structured to ensure efficiency:
Contact customer service for RAN via contact@thesafehavens.co.uk
Pack securely in original packaging with documentation.
Arrange shipping via a traceable method. Heavy items like safes require professional services recommended by preferred carriers.
Upon receipt, inspection determines acceptability. If the condition is met, refunds are processed within 14 days, or refusal and return at the customer's expense.
Legal and General Notes
This policy does not affect statutory rights under UK law, as required, and The Safe Havens reserves the right to change it without notice, with updates available on their website. This ensures compliance and flexibility, maintaining strict standards while protecting customer rights.
Should you have any questions after reading this, please do not hesitate to contact us.