Refund policy

At Sydney Safes, we are committed to ensuring customer satisfaction. However, we recognise that there may be circumstances where a product does not meet your expectations. This policy (“Refund Policy”) outlines the terms under which refunds are provided, in compliance with the Australian Consumer Law ("ACL").

Eligibility for Refunds

We will provide you with a refund or replacement if a product has a major problem. A major problem includes a product that:

  • Has a problem that would have stopped someone from buying it if they had known about it.
  • Is unsafe.
  • Is significantly different from the sample or description.
  • Does not do what we said it would, or what you asked for and cannot be easily fixed.

Non-refundable Circumstances

Refunds will not normally be provided in the following situations:

  • Change of Mind: We do not offer refunds for a change of mind after the purchase has been made.
  • Incorrect Choice: If you have chosen a product that does not meet your requirements or expectations, and the product is free from any major faults, we will not offer a refund.
  • Damage Due to Misuse: Products that have been damaged through misuse, neglect, or failure to follow instructions are not eligible for a refund.
  • Normal Wear and Tear: Refunds are not provided for products that have suffered normal wear and tear.

However, we may, in our sole discretion, offer you a refund in some of the above or other circumstances.

Requesting a Refund

To request a refund, please contact our customer service team with the following information:

  • Your proof of purchase (receipt or invoice).
  • Details of the fault or issue with the product.
  • Photographic evidence, if applicable.

Our team will assess your request in accordance with the ACL and determine the eligibility for a refund. If a product is deemed to have a major problem or if we otherwise offer you a refund, you will have the option of a refund of the product.

Contact Us

If you have any questions or concerns regarding our Refund Policy, please contact us at support@sydneysafes.com.au.