Refund policy

Greetings from SafeWake International!

SafeWake International, a subsidiary of KUWAIT B V C FOR GENERAL TRADING AND CON, extends this return policy to all products acquired via our online platform at https://safewake.shop (herewith referred to as "SafeWake International").

This return policy is integral to, and is to be read in unison with, our terms and conditions, privacy policy, and shipping policy. We reserve the discretion to revise this return policy at any given time.

Returns will be entertained solely post-delivery of the product to its destined location, received by the purchaser. No returns are accepted on products in transit or awaiting delivery.

By purchasing through our platform, you consent to comply with the terms outlined below. This refund policy will not infringe upon your statutory rights.

FACTORY ERRORS OR DEFECTIVE PRODUCTS

At SafeWake International, we take immense pride in the quality of our products. Despite stringent quality controls, if you happen to discover a defect or a factory error in the product upon receipt, we're here to assist you with an exchange or a refund, subject to certain conditions.

Reporting Procedure

In the event of a factory error or product defect, please contact us through our designated customer service channels. We require you to provide:

  • Full name of the person who initiated the purchase.
  • Clear evidence of the factory error or product defect. This can be in the form of high-resolution photographs or a video clearly demonstrating the defect. Please ensure the defect is visible and the product identifiable.

Inspection

Upon receipt of your complaint, our quality assurance team will examine the evidence provided. If deemed necessary, we may request additional information or clarification to facilitate the investigation.

Liability

We would like to clarify that SafeWake International does not assume liability for any damages incurred during transit via FedEx. In such cases, customers are advised to raise the issue with FedEx directly. Additionally, we are not responsible for any damage resulting from inappropriate handling, misuse, or negligence on the part of the customer. This includes, but is not limited to, damages due to improper storage, exposure to harsh environments, or unauthorized modifications.

Resolution

Once your return has been approved by our quality assurance team, we will initiate the process for a refund or an exchange, as per your preference:

  • For exchanges, we will strive to replace your defective product with a similar item of the same value, subject to availability.
  • For refunds, we will process the refund amount using the original payment method.

We are committed to providing the highest level of customer satisfaction. Therefore, if you have any issues concerning the product received, we encourage you to contact our 24/7 customer service as soon as possible. We assure you of our best efforts in resolving your issue swiftly and to your satisfaction.

Rightful Order Fulfillment and Exchange Policy

At SafeWake International, we prioritize clear communication and careful order verification to ensure that every customer receives exactly what they ordered. However, we recognize that there may still be circumstances where you receive your order and find that, despite it being the exact item you ordered, it may not meet your needs or expectations.

Let's take a common scenario for instance. Assume you ordered a medium size women's life jacket. We would have verified this order with you, clearly communicated that it's designed specifically for women, and upon your confirmation, proceeded with the shipment. However, upon receiving your order, you find that the life jacket is too short. Despite it being exactly what you ordered, it doesn't suit your needs.

In such cases, SafeWake International offers an in-store exchange option. This offering is our way of ensuring that you are satisfied with your purchase. However, there are certain conditions you need to meet to avail of this service:

Conditions for an Exchange

  • Similar Product Value: The item you wish to exchange must be of similar value to the original product. We aim to facilitate an even exchange and do not typically process returns involving substantial differences in product value. If the desired exchange item has a higher price, the customer may be responsible for paying the difference.
  • Product Condition: The product for exchange must be in mint condition, exactly as it was received. This means it should not be used, particularly in water, and it must not show any signs of wear or damage.
  • Original Tags: The product must have all original tags attached. Products that have had their tags removed may not be eligible for an exchange.
  • Original Packaging: The product should be returned in its original packaging. This includes any plastic wrap or protective packaging that was included in the original shipment.

By adhering to these conditions, you ensure a smooth exchange process. We reserve the right to refuse exchanges that do not meet these conditions. It's our intention to manage this process as efficiently and fairly as possible to ensure customer satisfaction. We appreciate your understanding and compliance with these procedures to ensure a successful exchange process.

We understand that such scenarios may be frustrating. As such, we take every measure to ensure that the specifications of the order are communicated clearly and understood correctly by our customers to minimize the likelihood of these situations. Nonetheless, this exchange service is our assurance to you that we are committed to your satisfaction.

PROCESSING YOUR REFUND OR EXCHANGE

In the event of an approved return due to factory errors or defective products, we at SafeWake International aim to make the process as smooth and efficient as possible for our valued customers. Please note the following steps and timeframes for processing your return or exchange:

  • Return Receipt: Upon receipt of your return, our team will conduct a thorough inspection to ensure the product aligns with the claims of factory error or defect, and that it satisfies our return conditions. This includes checking for any signs of use, damage, or removal of tags.
  • Processing Time: Please allow a window of 2 to 5 business days for the processing of your return once it has been received. This duration is necessary to ensure a detailed examination of the product and to prepare for the subsequent steps, either for a refund or an exchange.
  • Policy Adherence: It is critical to note that if your return does not adhere to the parameters outlined in this policy, the product will be returned to you at your expense. Returns outside the scope of this policy may include items that are used, damaged by the customer, missing tags, or without any detectable factory error or defect.
  • Refund or Exchange Confirmation: Once your return has been inspected and approved, you will be notified via your preferred method of communication. At this juncture, if a refund was requested, it will be initiated using the original payment method. Please note that it may take up to 5 working days post approval for the refund to be credited back to your account. If an exchange was requested, we will arrange for the new product to be dispatched to your provided delivery address.
  • Cost Responsibility: In the case of an approved return due to factory error, product defect, or the delivery of an incorrect product, SafeWake International will absorb the costs associated with the return shipping and the delivery of the replacement product.

Please note, it is our intention to manage this process as efficiently and fairly as possible to ensure customer satisfaction. We reserve the right to refuse returns or exchanges that do not comply with our policy and the specific conditions outlined above. We appreciate your understanding and compliance with these procedures to ensure a successful return or exchange process.

CONTACT US

If you require any clarification about our return policy or have any related queries, we encourage you to reach out to us. Our customer service is available around the clock to ensure your concerns are addressed promptly.

You may contact SafeWake International through the following channels:

We appreciate your trust in SafeWake International and assure you of our continuous efforts to provide the best possible service.