Refund policy
At Safety Villa, we are committed to supplying high-quality fire fighting and safety equipment. This Return & Refund Policy outlines the conditions under which products may be returned, replaced, or refunded.
By purchasing products from Safety Villa, you agree to the terms set forth in this policy.
1. Eligibility for Returns
Products may be eligible for return only under the following circumstances:
- The incorrect product was supplied by Safety Villa.
- The product has a verified manufacturing defect.
- The product is unused, uninstalled, and in its original condition with all original packaging, labels, manuals, and accessories intact.
- If any of the above circumstances apply, the customer must notify Safety Villa within two days of the date of delivery. Requests received after this period may not be considered for return, replacement, or refund.
2. Non-Returnable Items
Returns will not be accepted for:
- Products that have been used, installed, altered, or damaged after delivery.
- Products damaged due to improper handling, misuse, negligence, or unauthorized modification.
- Products damaged during transportation after dispatch from Safety Villa.
- Customized, special-order, or made-to-order products.
- Clearance or sale items.
- Products returned without the original packaging or valid proof of purchase.
3. Return Process
To request a return, customers should:
- Contact our customer support team within the eligible return period.
- Provide the invoice number, product details, and reason for the return.
- Submit photographs or other supporting evidence, if requested.
- Await approval and return instructions from Safety Villa before sending the product.
Returns sent without prior authorization may not be accepted.
4. Inspection of Returned Products
All returned products will be inspected upon receipt.
If the return satisfies the conditions outlined in this policy, Safety Villa will determine, at its sole discretion, whether the product will be repaired or replaced, credited, or refunded.
5. Refunds
Approved refunds will be processed through the original payment method wherever possible or by another mutually agreed method.
Refunds are generally processed within 7–14 business days after the returned product has been inspected and approved.
Shipping charges, transportation charges, handling charges, installation charges, and other service charges are non-refundable.
6. Replacement Policy
Replacement may be provided in the following cases:
- The wrong product was supplied by Safety Villa.
- The product has a confirmed manufacturing defect.
All replacements are subject to product availability.
7. Order Cancellation
Orders may be cancelled before dispatch by contacting our customer support team.
Orders that have already been dispatched or specially procured, customized, or manufactured for the customer may not be cancelled.
8. Delivery and Transit
Customers are requested to inspect all products immediately upon delivery.
Any shortages, incorrect items, or visible damage should be noted at the time of delivery and reported directly to the respective transport or courier service.
Once products have been dispatched and handed over to the transporter or courier, Safety Villa shall not be liable for any loss, delay, or damage occurring during transit. Any claims relating to transportation must be made directly with the logistics provider unless otherwise agreed in writing.
9. Limitation of Liability
Safety Villa's liability under this policy shall be limited solely to the repair, replacement, or refund of the product, where applicable, following inspection and approval.
Under no circumstances shall Safety Villa be liable for any indirect, incidental, consequential, or special damages arising from the purchase, installation, or use of any product supplied.
10. Contact Us
For any questions regarding this Return & Refund Policy or to initiate a return request, please contact us using the contact details provided on our website.