Return & Refund Policy

We want every customer to have a positive experience with their purchase. If you have any issue with your order, our customer support team is available to assist you.

1. Return Period

Customers may request a return within 15 days of receiving their order, subject to the conditions outlined in this policy and applicable consumer protection laws.

For customers located in the European Union, the applicable 14-day statutory right of withdrawal remains unaffected by this policy.

Products returned under this policy must be in a condition that allows them to be properly inspected and, where applicable, resold. Customers may handle the product only to the extent necessary to establish its nature, characteristics, and functioning.

2. Returns and Refunds

For a refund related to a product return, the customer must return the product to us before the refund can be processed, unless otherwise required by applicable law or expressly agreed by our customer support team.

Once the returned product has been received and inspected, and the return has been approved, the applicable refund will be processed within 10 business days.

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed with the customer or required due to circumstances related to the original payment method.

The time required for the refund to appear in the customer's account may vary depending on the payment provider or financial institution.

Where required by applicable law, the refund will include the applicable standard outbound shipping costs originally paid by the customer.

3. Return Conditions

Returned products should be in their original condition and, where applicable, include:

• The purchased product.
• Original accessories.
• Original packaging.
• Any documentation or additional items originally included with the order.

Customers may inspect and handle the product only to the extent necessary to establish its nature, characteristics, and functioning.

If a returned product shows signs of use, damage, alterations, missing components, or any other condition that reduces its value beyond what is necessary for inspection, we may apply a proportionate deduction to the refund where permitted by applicable law.

4. Damaged, Defective, or Incorrect Products

Customers should inspect their order upon delivery and contact our customer support team as soon as possible if:

• The product arrives damaged.
• The product is defective.
• The wrong product was received.
• Any component of the order is missing.

We may request photographs, videos, or other information to assess the issue and determine the appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include a replacement, repair, refund, or another appropriate remedy.

Customers' statutory rights regarding defective, damaged, or non-conforming products are not affected by this policy.

5. Non-Returnable Products

Certain products may not be eligible for return where permitted by applicable law, including:

• Personalized or custom-made products.
• Products made according to the customer's specific instructions or specifications.
• Products that cannot be returned for hygiene or health protection reasons after being opened or unsealed, where the applicable legal exception applies.

These exclusions do not affect any statutory consumer rights relating to defective, damaged, or non-conforming products.

Any product-specific exceptions will be clearly stated on the relevant product page where applicable.

6. How to Request a Return

Customers must contact our customer support team before sending any product back.

To process a return request, we may ask for:

• Order number.
• Customer name.
• Reason for the return, where applicable.
• Photographs or videos of the product, when necessary.

After reviewing the request, our customer support team will provide the appropriate return instructions.

Products should not be sent to a return address without first receiving return instructions from our customer support team.

7. Return Shipping Costs

Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning the product.

We may cover return shipping costs when:

• The product arrived damaged or defective.
• We sent an incorrect product.
• We expressly agreed to cover the return shipping cost.
• Applicable law requires us to do so.

8. European Union Right of Withdrawal

For customers located within the European Union, the statutory 14-day right of withdrawal applies where required by applicable law.

Customers may withdraw from their purchase within 14 calendar days of receiving the goods without providing a reason, except where a legal exception applies.

Where the right of withdrawal applies, customers must notify us of their decision before the withdrawal period expires and return the goods in accordance with the applicable return instructions.

Where required by law, we will reimburse the product price and the applicable standard outbound shipping costs originally paid by the customer.

The customer is generally responsible for the direct cost of returning the goods unless applicable law requires otherwise.

Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from the refund where permitted by law.

9. Order Cancellations

Customers who wish to cancel an order should contact our customer support team as soon as possible.

If an order has not yet been processed or shipped, we will make reasonable efforts to cancel it where possible.

If an order has already been processed or shipped, cancellation may no longer be possible. In such cases, the customer may exercise any applicable return or withdrawal rights in accordance with this policy and applicable law.

10. Chargebacks & Payment Disputes

We encourage customers to contact our customer support team before initiating a payment dispute or chargeback so that we have an opportunity to resolve the issue directly.

Return and refund requests will be handled in accordance with this policy and applicable consumer protection laws.

In the event of a chargeback or payment dispute, we may provide relevant documentation relating to the transaction, including:

• Order confirmation.
• Payment and transaction information.
• Shipping and tracking information.
• Delivery confirmation.
• Shipping address provided by the customer.
• Customer communications.
• Return requests and return records, where applicable.
• Refund confirmations, where applicable.
• Other relevant documentation relating to the order.

We are committed to handling customer requests fairly and transparently and in accordance with applicable consumer protection laws.

11. Compliance with Applicable Law

Nothing in this policy is intended to limit, exclude, or replace any mandatory statutory rights granted to consumers under applicable law.

Where applicable consumer protection legislation provides rights that differ from or exceed the terms of this policy, those statutory rights will apply.

If any provision of this policy conflicts with a mandatory consumer protection right, the applicable law shall prevail.

12. Contact

To request a return, refund, cancellation, or assistance regarding an order, customers should contact our customer support team at info@safrarous.com

We will review each request and provide the appropriate instructions based on the circumstances of the case.