We know that you will be pleased with your purchases from Suresafe.
However, there may be occasions when you will need to
return items to us.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to
us within 7 working days (please note that this is 48 hours for our
business customers). If the items are visibly damaged on receipt, it's
best to sign the carrier's delivery note accordingly. Items should be
returned in their original packaging complete with all accessories and
documentation. Once received back into our warehouse, we'll issue a
replacement or full refund to you via your original payment method and
reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in
which to inform us of the fault (please note that for our business
customers, this is 14 calendar days). Items should be returned in their
original packaging complete with all accessories and documentation.
Once we have verified the fault, we'll issue a replacement or full
refund to you via your original payment method and reimburse your
reasonable return carriage costs. We test returned items, and if a
returned item is found not to be faulty by our technicians we will
return the item to you, in this instance you will be liable for the
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28
calendar days since receipt, then provided your item is within its
warranty period, you are entitled to a warranty repair. For business
warranty repairs after 28 days of receipt are referred directly to the
manufacturer ( unless otherwise stated)
Open-Box Items (Used)
Please note that our open-box (used) stock is sold with 90 calendar
days warranty only, and therefore any claims under the warranty after
90 days of receipt will not be accepted.
If you change your mind
If you have simply changed your mind about any item ordered and you
wish to return it, then in line with the Distance Selling Regulations
(DSR) you can do so provided you inform us of your decision within 10
days of receipt. The item must not be used and must be 'as new' when
returned to us. Once you've informed us that you wish to return goods
under the DSR, you have 28 calendar days to do so, at your own expense.
Once the item is received at Suresafe, we'll issue a full refund for
the product to your original payment method. Please note this policy
has some limitations and does not apply to business customers,Suresafe reserves the right to charge a 15% handling fee against the return of non-faulty items.
Need to return an item?
You can request a return using our easy to use, online returns system
In addition to this policy you should also refer to our general Terms and
Conditions of Sale.