customer-service

Important order information United Kingdom

Please read the following information about order processing, deliveries and returns to the United Kingdom.

Order Processing
You can now place orders for all available products on the UK website. If you have a question about an outstanding order please email your details to info@safescan.com

Deliveries
We have now resumed shipping parcels for Safescan products from our Central Warehouse in the Netherlands into the United Kingdom. As a priority, we are focused on clearing the backlog of orders that has build up during January as a result of the customs and tax changes caused by the departure of the UK from the EU. As soon as parcels are despatched, our Central Orderdesk will notify you of the Tracking ID. Once despatched parcels are generally being received within 3-5 business days.

Please note that we have also resumed shipments to Northern Ireland and currently orders to Northern Ireland are seeing a 6 business days transit time once despatched.

We would like to take this opportunity to thank you, our customers, for your patience and support during this challenging time for us all.

Returns
The changing regulatory framework between the UK and EU insofar as it applies to Returns is not yet clear. We are working rapidly with our financial and customs advisors to ensure that handling of your return is as rapid and seamless as possible whilst also conforming to the new rules. While this situation remains unclear, if you are having a problem with your Safescan device, please contact support@safescan.com and we will do everything we can to help you resolve your issue without the need to return it to the Netherlands.

If you notify us that you require a return based on our 14 day money-back guarantee, and you meet the requirements outlined in our Terms & Conditions, then please rest assured that, even if there is a shipping delay, this will not affect your 14 day guarantee.

Shipping costs

We offer free shipping for all orders with a value of £50 or more. For orders below £50 standard shipping rates apply. We work hard to keep our shipping rates as low as possible, without surcharges for delivery to remote areas. In some countries, shipping and returning of your order is free of charge. Please see the table of shipping rates ‣ for detailed information. To ensure the fast, accurate delivery of your order, we use the reliable services of UPS.

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 email 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 it that same day. Provided all items are in stock, you will receive it in 1–3 workdays. Orders placed on weekends and public holidays will be processed the next working 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 email 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 to Friday, excluding public holidays.

The average delivery time is 1–3 workdays, 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.co.uk 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 familiarise 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

Return Shipping costs

When you wish to return one or more products, some additional costs may apply. Simply read our different policies below to find out which one applies to your return.

Please note that the following policies only apply to countries and regions within the European Union, The United Kingdom and Switzerland. If you want to return your product from another region, different exceptions may apply. Please contact us for more information.

Return Shipments - Within 14-day satisfaction period

You can return the product to us, using your own preferred carrier that you pay for in advance. Once we have received the package, we will refund you the cost of the product. The cost of the return shipment will not be covered by Safescan as is stated in our terms and conditions.

You can also choose to request a return label from us. We will then provide you with a UPS label that you can use to ship the product back to us. Once we have received the package, we will refund you the amount you have paid for the product. The price of the UPS label will be deducted from the refunded amount. Please note that the price of your return label can vary per country.

Repair shipments - Within warranty period

If you need to ship your product to us for a repair, you can do so by submitting a repair request. You will then receive a free UPS label from us, which you can use to ship the product. After your product has been repaired, it will be shipped back to you. You will not have to pay any of the shipping costs.

Please note that if your device is not in need of actual repair, but the issue is related to maintenance, including cleaning, updating or calibrating the device, the shipping costs and servicing costs will be charged.

Repair shipments - Outside warranty period

If your product is not covered by our warranty anymore, but needs to be repaired, you can still ship it to us. You can use your preferred carrier or request a return label from us. Please note that the cost of the repair services and the return label will be charged.

If we cannot repair your product, we offer free recycling. Alternatively, we can return the product to you, but shipping costs will be charged.

Disclaimer

Your products and returns are shipped from our warehouse in The Netherlands. If you are shipping your product to us from a country or region outside of the European Union, additional duties, import or export costs may apply. Please contact us for more information.