Overview
Our products are sold as is and do not include any provision of support on how to install, setup and use the products. To avoid any additional fees, before returning any products, we recommend that you personally attempt to troubleshoot your issue first as best you can by following the manufacturers guideline (assuming you are comfortable and have the knowledge required) and document the steps you have taken, so that we may be able to provide more efficient support and direction. Often additional support is offered directly by the manufacturer. Please check the table above for more information if this is available. Safety Equipment Agencies is only be able to offer limited technical support and if any additional support is required then it may be offered to our customer at a chargeablerate.
When can I claim a refund or exchange?
Under Belgium and Germany Consumer Law, you are entitled to a refund or exchange if the item you have ordered has a major problem. This is typically when the item is either:
- not in a merchantable condition
- not able to perform its intended purpose
- not matching the description provided.
If your item has a problem that is not major (i.e. easily fixed), we may elect to repair it within a reasonable time, before a partial refund, full refund or exchange is considered. We typically do not provide refunds or exchanges in the following cases:
- You change your mind about your purchase.
- You purchased the wrong product.
- There is a fault in the product that you were already aware of or we have specifically advised about.
- The item is damaged due to non-recommended use of the item, alterations not done by us, or any other factors beyond our control.
For purposes when calculating depreciation, lifetime warranty products will be based on 5 years. We may provide a cancellation of your order if you notify us before your item is dispatched. However, cancellations are provided at our discretion so please order carefully.
Please note if the product is deemed NO FAULT FOUND for any warranty claim or consumer guarantee claim, a service fee up to $100 with any additional shipping charges may be applied; and any inspection / rejection fees by the relevant authorised service centre may also be applied. If a product is found to have been supplied to you in full compliance with the Australian Consumer Law, we may require you pay to Safety Equipment Agencies all costs associated with returning the product to you.
How can I be eligible for Refund, Return, Warranty Claim & or Consumer Guarantee Claim?
To be eligible for a refund, return, warranty claim or consumer guarantee claim consumers must meet the following requirements:
- report the details of the fault and take the goods and return them through post or courier by the seller’s expense);
- state what remedy you would like. Safety Equipment Agencies does not guarantee that the remedy you request will be granted;
- provide proof of purchase when returning the goods;
- stop using the faulty item;
- ensure reasonable care is taken while the goods are in your possession.
- be sure that you did not cause the fault ie. fault was not caused by the product being used in an abnormal or non-recommended way. Such a use may be noted in the manufacturer’s warranty as rendering the manufacturer’s warranty void;
- the product must not be disposed of, lost or destroyed. In other words, we need to be able to prove that the product has failed; and
- not have reduced in value by delay on the customer’s part. Customers should bring faults to Safety Equipment Agencies attention soon after they occur.
- Safety Equipment Agencies recommends that you carefully review the details of the manufacturer’s warranty (if such a warranty applies) and ensure that you comply with the terms and conditions of the manufacturer’s warranty. Safety Equipment Agencies accepts no responsibility for non-compliance with the manufacturer’s warranty.
Rejection of a return, a refund, warranty claim or consumer guarantee claim.
Safety Equipment Agencies reserves the right to reject a return, a refund, warranty claim or consumer guarantee claim if consumers:
- Change their mind about a product. This includes when a consumer has found a cheaper product elsewhere, has bought a gift that is unsuitable (where the consumer has not made any specific intended use of the product known to Safety Equipment Agencies), or their circumstances have changed and they no longer require the goods.
- Caused the fault by using the product in an abnormal way. Such a use may be noted in the manufacturer’s warranty as rendering it void, or it may be a use that you wouldn’t reasonably expect the product to perform
- Damage the product by making alterations not performed by us.
- Damage the product where the damage is caused by any factors beyond our control.
- Are unable to provide a proof of purchase, namely a tax invoice.
- Are responsible for damaging the goods by not following the care instructions (if any are provided).
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.