Returns and Warranty

If you return an item without obtaining our approval, you will not be eligible for a refund.

If you wish to return a product purchased from SafetyEx, please contact us at service@safetyex.com.au within 30 days of delivery. Please note that we cannot issue refunds for orders after 30 days of being delivered. If your return meets our policy, we will assist you with returning the item for a refund, which will be credited to your original method of payment.

1. The returned product must be free of any physical and visible damage, and include all original materials, i.e. original packaging, manuals, and accessories. If the product cannot be resold, no refund will be given.
2. Please return within 7 days after receiving the designated return address, and send an email to provide the tracking number. The refund request will be processed within 3-10 business days after the warehouse receives the returned items and confirms the usage.
3. For the return request, SafetyEx is not responsible for lost packages due to the carrier in return transit, or products received that cannot be verified.
4. If a customer wishes to return a product after receiving the package, the customer will be responsible for paying the return shipping fee. However, if the customer does not receive the package, he/she should contact us at service@safetyex.com.au  to initiate a return request and reject the package. In such a case, no return fee will be added. 

Our refund policy follows the following criteria:

100% refund within 7 days of delivery.

80% refund within 14 days of delivery.

60% refund within 30 days of delivery.

No refund will be given for orders after 30 days of being delivered.

All products purchased from this site (our official website) are covered by our “10 Year Warranty”.

Warranty Claims for Quality-Related Issues

1. All quality-related defects on items sold directly by SafetyEx are covered by an extensive warranty, starting from the date of manufacture.
2. For quality-related warranty claims, we will send a new replacement to you after we verify that you received a broken or defective one. It may be necessary to return the item for quality inspection.

Not Covered Under Warranty:

• Products without sufficient proof of purchase;
• Lost or stolen products;
• Products whose warranty period expires;
• Non-quality-related issues (after 30 days of purchase);
• Free products;
• Repairs through 3rd parties;
• Damage from outside sources;
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly);
• Purchases from unauthorised re-sellers.

Refunds (If Applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will then be processed, within a certain amount of days, to your original method of payment.

Late or Missing Refunds (If Applicable)

There is often processing time before a refund is posted. If you have not received your refund yet, please contact us at service@safetyex.com.au 

PROFESSIONAL INSTALLERS

Contact SafetyEx on 1300 812 660 to report the fault.

SafetyEx will provide guidance and advice to help rectify the apparent fault.  If the problem cannot be rectified, SafetyEx will issue you with a Warranty Return Authorisation number.

You return the smoke alarm to SafetyEx.  When the smoke alarm arrives with SafetyEx, we will check and test the smoke alarm and if found to be faulty we will notify you that your warranty claim has been approved and send you a replacement alarm.

You can then send SafetyEx an invoice for $ 90.00 plus the cost you incurred in posting the alarm to SafetyEx.  The postage receipt must be provided to have postage reimbursed.

SafetyEx will pay your invoice within 7 days from receipt of their invoice.

SELF INSTALLERS

Contact SafetyEx on 1300 812 660 to report the fault.

SafetyEx will provide guidance and advice to help rectify the apparent fault.  If the problem cannot be rectified, SafetyEx will organise an Approved Service Agent to attend and rectify.

Prior to SafetyEx sending out an Approved Service Agent, the customer is to provide credit card details for a $90.00 charge.  If after attendance the smoke alarm is deemed to be faulty, the $90.00 is refunded to the customer.

After attendance the Approved Service Agent return the faulty smoke alarm to SafetyEx together with their invoice for $90.00 plus the cost incurred in posting the alarm to SafetyEx.  The postage receipt must be provided to have postage reimbursed.

SafetyEx pays the Approved Service Agent within 7 days from receipt of their invoice.

1. The customer must contact our support team at service@safetyex.com.au for return authorisation prior to sending any product back to SafetyEx. Our customer service team will provide you with detailed return steps, including the shipping address.
2. Please send us a notification after you ship the item out with a provided tracking number. Once we receive the item you sent and ensure that it is in good condition, we will exchange it or give you a refund.
3. You will be responsible for paying for the shipping costs if the returned items are undamaged. Shipping costs are non-refundable. If you receive a refund, the cost of the return shipping will be deducted from your refund.

Please be sure to open the parcel and carefully check the contents before signing for the package. For any issues, please carefully follow our warranty process to minimise any delays:

1. Contact our support team with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.