Refund policy

SafeGuard Refund & Returns Policy

1. General Principles

At SafeGuard, we build our covers to last a decade. Our refund policy is designed to be fair, transparent, and focused on rapid resolution based on:

  • Custody: Who had possession of the item when the issue occurred.
  • Condition: The state of the product upon arrival or return.
  • Timing: Strict adherence to reporting windows to comply with carrier insurance.

2. Damage Identified at Delivery (Refusal)

If a shipment arrives with visible damage to the packaging or the product:

  • Action: You must refuse the shipment with the carrier driver at the time of delivery.
  • Confirmation: We require carrier documentation (or a photo of the driver’s scanner) confirming the refusal was due to damage.
  • Resolution: Once the carrier confirms the item is being returned to our facility, a full refund will be issued to your original payment method within 48 hours.

3. Concealed Damage (Reported After Delivery)

If damage is discovered after unboxing, it must be reported to SafeGuard within 72 hours of the delivery timestamp.

  • Evidence Required: You must provide clear photos of the damaged area and the exterior shipping box (even if the box appears undamaged).
  • Resolution Tiers:
    • Minor Cosmetic: 25% refund (Item kept "as-is").
    • Major Cosmetic: 50% refund (Item kept "as-is").
    • Structural Failure: 100% refund. In cases of structural failure, no return is required. The customer agrees to safely dispose of the unit, and SafeGuard’s product liability ends upon issuance of the refund.
  • Finality: Accepting a partial refund closes the damage claim for that item. If a partial refund is not acceptable, we will provide a return label, and a full refund will be issued once the carrier confirms the item is in their possession.

4. "Change of Mind" Returns

Requests for elective returns must be made within 15 days of delivery.

  • Installation Rule: Items must be completely uninstalled and in original, resalable condition. Once a tool has touched the product or it has been mounted to a structure, it is no longer eligible for a "Change of Mind" return.
  • Handling Fee: A 25% Handling & Inspection Fee applies to all elective returns to cover the specialized labor required to verify hardware and structural integrity for resale.
  • Shipping: Return shipping costs are the customer's responsibility. If SafeGuard provides a prepaid label as a courtesy, the actual freight cost will be deducted from your final refund.

5. Return Logistics & Pickups

  • Method: All returns must be sent via a trackable carrier. Warehouse drop-offs are strictly prohibited for safety and insurance reasons.
  • Packaging: Items must be returned in their original packaging. Carriers will refuse any unboxed or improperly secured freight.
  • Missed Pickups: If a courtesy pickup is arranged and the customer is not present or the item is inaccessible, any "Attempted Pickup" fees charged by the carrier will be deducted from the refund.

6. Lost or Missing Shipments

  • Investigation: We require 72 hours to conduct a formal investigation with the carrier for any missing packages.
  • Authorized Delivery: If the carrier’s GPS and photo evidence confirm delivery to the correct address (as authorized at checkout or via written request), the delivery contract is deemed fulfilled. Subsequent loss or theft must be resolved via local law enforcement or the customer's property insurance.

7. Unauthorized Returns

Returns sent without a Return Authorization (RA) or prior approval may be refused or held pending review. SafeGuard is not responsible for shipping costs associated with returning unauthorized items to the sender.

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