Refund policy

Refund Policy

At SAFELLES we offer a 30-day return policy. All items must be approved by our support team before the return will be accepted.

This policy allows our customers a 30-day window from receiving their item to request a return for a full refund.

To be eligible for a return and refund of an unwanted product, the item must be unused and in the same condition as when you received it, including original packaging.

All returns must be sent to our designated warehouse. Customers must contact our support team before sending any items back to receive the correct warehouse address. Returns sent to any other address will not be processed.

Please retain your proof of return postage in case your parcel gets lost during shipping.

Include your full name, address, and order number with your parcel.

Please note, return shipping costs for unwanted items are non-refundable at this time. Customers are responsible for paying the shipping cost to return the item.

If anything is unclear or if you need assistance, please reach out to our support team at support@safelles.com.

Cancelled Orders

If you place an order and wish to cancel before it has shipped, we have a 6-hour cancellation policy.

Please contact our support team via email at support@safelles.com and let us know you would like to cancel.

Our customer support team will process your refund, and the funds will be returned to your payment account within 3-5 working days. Please note that some payment methods or financial institutions may take longer to process the refund.

If you are concerned about the status of your refund, contact our support team, and we will provide proof of the refund from our shop.

Please note, once an order is in the shipping system, it cannot be cancelled. In this case, allow the delivery to take place, and then return the goods to our return address.
If a customer refuses delivery, the parcel will be disposed of by the courier, and we will not be able to process a refund.

Please contact our support team to initiate a return.

For further assistance, contact support@safelles.com.

Damaged Goods / Missing Items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This will help us quickly resolve the issue.

In cases of missing items, please notify us. For larger orders, multiple parcels may be sent. We will confirm with our warehouse team and check the weight of the parcel you received. Please provide clear photographic or video evidence for our review.

Please send visual proof, such as a photo or video of the damaged goods, to support@safelles.com. Once confirmed as faulty, a full refund will be issued back to your original method of payment or a replacement will be sent.

Exchanges

We offer exchanges for items that arrive damaged, defective, or incorrect (wrong product or size). If you need to request an exchange, please email us at support@safelles.com with “EXCHANGE” in the subject line, and our team will be happy to assist you.

Refunds 

We will notify you once we’ve received and inspected your return. Upon approval, you will be automatically refunded via your original payment method. Please allow 3-5 working days for your bank or credit card company to process the refund.

Incorrect Address & Returned Parcels

Please ensure that the shipping address you provide at checkout is accurate and complete. Safelles is not liable for undeliverable or delayed orders due to an incorrect or incomplete address provided by the customer. If an incorrect address is entered, we will not replace or refund the order.

  • Delivered to Incorrect Address: If a package is delivered to the address provided at checkout and that address was incorrect, it is the customer’s responsibility to locate and retrieve the package. We do not issue refunds or replacements in such cases.
  • Returned to Sender: If a package is returned to sender due to an incorrect address, failed delivery, or failure to collect from a pickup location, it will be destroyed by the shipping carrier. We are unable to reship, replace, or refund such orders.

If you realize you’ve entered the wrong address, please contact our customer service team immediately. While changes cannot be guaranteed after an order is placed, we will do our best to assist before the item is shipped.

Lost or Stolen Parcels

If a parcel is lost or stolen, customers are eligible for a maximum gift card of $50 USD. To claim this, the local post office or last-mile courier must confirm that they have no record of the parcel in their system.