Refund policy

Returns & refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This is in addition to your statutory rights under the UK Consumer Rights Act 2015.

Eligibility for returns

To be eligible for a return, your item must be in the same condition that you received it — unused, with any tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

If your item is faulty, damaged, or not as described, different rules apply — please see the Damages and Faulty Items section below. Your statutory rights are not affected.

How to start a return

To start a return, please contact us at support@safgran.com before sending anything back. Items sent back without prior authorisation will not be accepted.

Once your return is approved, we will provide full instructions on how and where to send your item. For change-of-mind returns, the customer is responsible for return postage costs. We recommend using a tracked postal service, as Safgran cannot be held responsible for items lost in transit.

Damages and faulty items

Please inspect your order on arrival and contact us immediately if your item is defective, damaged, or if you received the wrong item. Under the Consumer Rights Act 2015, if goods are faulty you are entitled to a full refund, repair, or replacement. For faulty or incorrectly sent items, Safgran will cover all return postage costs.

Please do not attempt to use or repair a faulty item before contacting us, as this may affect your claim.

Non-returnable items

We do not accept returns on the following:

Items that have been visibly used, damaged by the customer, or returned without original packaging. Gift cards are non-refundable.

We do not accept change-of-mind returns on sale items. However, if a sale item is faulty, damaged, or not as described, your statutory rights under the Consumer Rights Act 2015 still apply in full.

Exchanges

The fastest way to exchange an item is to return the original and place a new order once your return has been accepted and processed.

Your right to cancel (cooling-off period)

As a UK online retailer, all customers have a statutory 14-day cooling-off period under the Consumer Contracts Regulations 2013, during which you may cancel your order for any reason without providing justification. Our 30-day return policy exceeds this legal minimum. To exercise your right to cancel, you must notify us before the 14-day period expires. You then have a further 14 days to return the goods to us.

Refunds

Once we receive and inspect your return, we will notify you of the outcome by email. If your return is approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods. We aim to process most refunds within 5 working days of receipt.

Please note that your bank or card provider may take additional time to post the refund to your account. If you have not received your refund within 15 working days of receiving your approval notification, please contact us at support@safgran.com and we will look into this for you.

For any other questions about our returns process, please do not hesitate to get in touch at support@safgran.com.