customer-service

Shipping costs

We work hard to keep our shipping rates as low as possible, without surcharges for delivery to remote areas. To ensure the fast, accurate delivery of your order, we use the reliable services of UPS. Please see the table of shipping rates ‣ for detailed information.

After you place the desired items in your shopping cart, select your preferred delivery method. The cart will calculate and display your shipping costs so you can review them before you complete your order. These costs are also displayed in the confirmation e-mail we send you after you place an order, and in your online order status.

If you select the Cash on Delivery payment method, we will add a modest surcharge to your order to cover the carrier’s additional fees. This surcharge, which is visible in your shopping cart once you select your payment method, is calculated and displayed separately and is not part of your shipping costs.

Delivery times

If we receive payment for your order before 16:00 CET, we will process your order that same day. Provided all items are in stock, you will receive it in 1–3 business days. Orders placed on weekends and public holidays will be processed the next business day. During busier periods it is possible that your order cannot be processed the same day. Your order will be processed and shipped as soon as possible.

As soon as our warehouse has shipped your order, we will send you a confirmation e-mail including a unique UPS parcel tracking number. To trace your package’s status in real time, visit www.ups.com and enter your tracking number on the left side of the page. UPS delivers between 8:00 and 18:00 Monday through Friday, excluding public holidays.

The average delivery time is 1–3 business days, depending on the country to which the order is shipped. Please see our table of delivery times ‣ for detailed information.

Incorrect or lost orders

If you receive items you did not order or some of the items you ordered are missing, please let us know. Write to us at info@safescan.com with the following information:

• your order number
• the item number(s) of the missing or incorrect product(s)
• digital photos of the shipment, where possible

Our customer care team will contact you as quickly as possible to sort out your order.

14 day money-back guarantee

When you shop on Safescan.com, you enjoy a 14-day money-back guarantee on all items (excluding software packages). During this time, you can return an item purchased from our online store for a full refund, without stating a reason. Please note that certain limitations apply to this guarantee; we encourage you to familiarize yourself with these requirements prior to delivery:

• You must have created a Safescan account.
• The item must be unused.
• There must be no visible damage or signs of use.
• The product and all accessories, manuals and packaging must be returned in their original state.
• The guarantee does not apply to software packages.

We may reduce or decline your refund if the item has been used or damaged or is incomplete.

In practical terms, this means you may inspect an item to determine its suitability, but you may not use it; any action that renders the item “used” voids your right to the 14-day money-back guarantee.

We will refund a reduced amount if:

• the product has been damaged, either by you or on its journey back to us
• any components (manuals, cables, adapters, and so on) are not returned

Once we receive your return, we will refund your purchase amount within 30 days (subject to the limitations above). If you paid with a credit card, the refund will be credited to your card. If you choose to have UPS pick up your return shipment, please note that the cost will be deducted from your total refund.

Defective on Arrival Policy

We offer a 7-day DOA (Defective on Arrival) policy. If a product you’ve purchased becomes defective within 7 days of receipt, we will send you a new one, completely free of charge. Simply notify us within the 7-day period, and after approval, submit a return request through your Safescan account at Safescan.com. We will pick up the defective product and deliver a new one at no cost to you.

Please note that the defective goods must be returned in their original packaging. Items returned without their original packaging cannot be accepted for DOA; they will be sent for repair under warranty instead.

After the 7-day period, the standard warranty terms apply.

Return instructions

The return request process

Returns costs

If you are returning an item under our Defective on Arrival policy, we will arrange to pick it up and pay the costs. If you’re returning an item for any other reason, such as under the 14-day money-back guarantee or for repair, please note that you are responsible for paying the costs of return shipment.

To ease the returns process, we offer a pickup service at greatly reduced rates. If you would like to use this service, please select it when you submit your return request through your Safescan account at Safescan.com. You will receive clear instructions on payment (if applicable) and pickup.