Product Returns and Refund

At Safe Home Technology, we are committed to ensuring the quality of our products and providing a smooth return and cancellation process. If you encounter any issues with your purchase or need to cancel an order, please review our guidelines below.

1. Returns and Replacements

We strive to ensure your complete satisfaction with our products. If you need to return, exchange, or cancel an item, please follow these guidelines:

• Unopened Products:
  You may return any unopened and undamaged product purchased from us for an exchange or refund within 7 days of receipt. This applies to situations such as change of mind, or receiving the wrong product. Please ensure that the product is unused and in its original packaging.

• Products That Never Arrived:
  If your order has not arrived within the expected delivery window, please contact us immediately. We will investigate the issue and, if necessary, arrange for a replacement or refund.

• Damaged Packaging:
  If the packaging is incomplete or damaged upon receipt, take photos and notify us via email within 24 hours. We will arrange for a replacement and cover the return shipping costs.

• Faulty Products:
  If the product itself is faulty or not functioning correctly, take photos or videos of the issue and notify us via email within 7 days of receipt. We will arrange for a replacement and cover the return shipping costs.

2. Order Cancellation Process

If you need to cancel an order before it ships, please act promptly:

• Immediate Action Required:
  Orders can be canceled any time before they are shipped. Since we process orders quickly (typically within 1-3 business days), please contact us immediately if you need to cancel your order.

• Contact Us Promptly:
  To cancel your order, contact our customer support team at Sales@safehometech.com.au or call us directly. Provide your order number and indicate your request for cancellation.

• Confirmation of Cancellation:
  We will confirm whether your order can still be canceled. If it has not yet been processed for shipping, we will cancel it and send you a confirmation email.

• Refund Processing:
  A full refund will be issued to your original method of payment if the order is canceled before shipping. Refunds are typically processed within 5-10 business days.

• If the Order Has Already Shipped:
  If your order has already been processed and shipped, we will not be able to cancel it. In this case, you may need to wait for the package to arrive and then initiate a return according to our return policy.

3. Return Process

• Initiating a Return:
  To start a return or exchange, complete our online return form, providing your order number, the reason for the return, and clear photos of the product and any issues as applicable.

• Return Confirmation:
  We will respond within one business day to confirm whether your return or exchange request is accepted. If approved, we will either arrange a pick-up or provide a delivery label for you to ship the item back. Please provide the tracking number if you are shipping the item yourself.

• Exchanges:
  If you are exchanging a product, the replacement will be sent out as soon as the original product is either shipped or picked up.

4. Shipping Costs

• Buyer-Paid Shipping:
  For returns or exchanges of unopened products due to reasons not related to our fault (e.g., wrong model purchased, change of mind), the buyer is responsible for return shipping costs. If the original purchase qualified for free shipping, the actual cost of shipping the product to you will be deducted from your refund.

• Company-Paid Shipping:
  If the return is due to damaged packaging or a faulty product, we will cover the shipping costs both ways.

5. Restocking Fee

• No Restocking Fee:
  We do not charge a restocking fee for returns or exchanges of faulty products.

• Restocking Fee for Other Returns:
  For all other returns, a minimal restocking fee of $60 will apply to cover handling.

6. Refund Processing

If we are unable to replace or exchange the returned goods, we will process a refund of the original amount paid, excluding any shipping and handling fees. Refunds will be made to your original method of payment within 5-10 business days after receiving the returned product. If you have any special requests, such as refunding to a different bank account, please indicate this in the return form.

If you have any questions about our return policy, please contact us at Sales@safehometech.com.au.