1. Your rights under New Zealand law

Nothing in this Refunds & Returns Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law where those rights cannot legally be excluded.

Consumer products supplied by Safey must meet the guarantees required by law, including being of acceptable quality, fit for their intended purpose and matching their description.

Your legal rights in relation to faulty or non-compliant goods are separate from Safey’s voluntary change-of-mind policy below.

2. Change-of-mind returns

We understand that sometimes you may order something and later decide it is not what you need.

Safey will generally accept an eligible change-of-mind return where you contact us within 14 days of receiving your order.

To qualify for a change-of-mind return, the product must:

• Be unused and in its original condition
• Be unopened where the product is sealed
• Be in its original packaging
• Include all accessories, manuals, components and packaging supplied with it
• Be suitable for resale as a new product
• Be accompanied by proof of purchase from Safey

Please contact us before sending any item back so that we can provide return instructions and confirm whether the product is eligible.

3. Products that cannot normally be returned for change of mind

For health, hygiene, safety and practical reasons, some products cannot normally be returned simply because you have changed your mind.

This may include:

• Opened sterile medical products
• Opened first aid consumables
• Products with broken hygiene or tamper-evident seals
• Used personal protective equipment
• Products that have been worn or fitted
• Opened or used wound-care products
• Opened eyewash or medical liquids
• Customised, personalised or specially assembled products
• Special-order products obtained specifically for you
• Products that cannot reasonably be resold as new

These exclusions apply to voluntary change-of-mind returns only. They do not remove any rights you may have where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet applicable legal guarantees.

4. Return shipping for change-of-mind returns

Where a return is being made because you have changed your mind, you are responsible for the cost of returning the product to Safey or to the return location we provide.

We recommend using a tracked delivery service, as you remain responsible for the product until it has been received at the nominated return address.

Original delivery charges are generally not refundable for change-of-mind returns unless Safey agrees otherwise.

5. Faulty or defective products

If a product purchased from Safey is faulty, defective, unsafe, does not match its description or otherwise fails to meet an applicable legal guarantee, please contact us.

Depending on the nature of the problem and your rights under New Zealand law, the appropriate remedy may include:

• Repair
• Replacement
• Refund
• Another remedy required by applicable law

Where a problem is minor and can be remedied, Safey may be entitled to choose the appropriate remedy and complete it within a reasonable time.

Where a failure is substantial, or where the law otherwise gives you the right to reject the goods, you may be entitled to choose a replacement or refund.

6. Products damaged in transit

If your order arrives damaged, please contact Safey as soon as reasonably possible after delivery.

Where possible, please provide:

• Your order number
• A description of the damage
• Photographs of the damaged product
• Photographs of the outer packaging
• Photographs of any courier label or visible damage to the parcel

This information helps us investigate the issue with the courier, supplier or fulfilment partner and arrange an appropriate remedy.

Please retain the damaged product and packaging until we confirm whether they are required for inspection or return.

7. Incorrect products

If Safey sends you a product different from the product you ordered, please contact us as soon as possible.

Where the incorrect item was supplied by us, we will arrange an appropriate remedy, which may include supplying the correct item and arranging the return of the incorrectly supplied product at no additional cost to you.

Please do not use or open an incorrectly supplied product unless reasonably necessary to identify the error.

8. Missing items

If an item appears to be missing from your order, please first check your dispatch or tracking information.

Some Safey orders may be fulfilled from more than one location, and products from the same order may therefore arrive in separate deliveries.

If all expected deliveries have arrived and an item is still missing, contact us with your order number and details of the missing product.

9. Direct supplier fulfilment

Some Safey products may be dispatched directly to you by one of our suppliers, distributors or fulfilment partners.

If you need to return one of these products, please contact Safey before returning it.

The correct return address may be different from Safey’s business address, and sending a product to the wrong location may delay the processing of your return.

Safey remains your point of contact for the return and will provide appropriate instructions.

10. How to request a return

To request a return, refund, replacement or other remedy, contact:

When contacting us, please include your order number and a brief explanation of why you would like to return the product.

If the product is faulty, damaged or incorrectly supplied, photographs may help us resolve the matter more quickly.

11. Do not return products without contacting us first

Please contact Safey before sending a product back.

Because some orders are supplied or fulfilled through different locations, we may need to provide a specific return address or return instructions.

Returning a product without prior approval may delay the processing of your return.

12. Inspection of returned products

Once a returned product is received, Safey or the relevant fulfilment partner may inspect it before a voluntary change-of-mind refund is approved.

For change-of-mind returns, we reserve the right to decline a refund where the product:

• Has been used
• Has been damaged after delivery
• Is missing components or packaging
• Has been opened where hygiene or sterile integrity is relevant
• Is not in a condition suitable for resale as new
• Otherwise does not meet the conditions of our voluntary return policy

This does not affect remedies you may be legally entitled to for faulty or non-compliant goods.

13. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

Refunds will generally be made to the original payment method used for the purchase unless another method is agreed or required.

Although Safey may process a refund promptly, the time it takes for the funds to appear in your account can depend on your bank, card issuer or payment provider.

14. Exchanges

Where appropriate, we may be able to arrange an exchange instead of a refund.

For voluntary change-of-mind exchanges, any difference in product price and any additional delivery costs may need to be paid before the replacement product is dispatched.

Exchanges remain subject to product availability.

15. Sale and clearance products

Products purchased on sale or clearance are not excluded from rights that apply under New Zealand consumer law merely because they were discounted.

However, Safey may choose not to accept voluntary change-of-mind returns on products clearly marked as final clearance or final sale.

Any disclosed fault, damage or reason for discounting an item may also be relevant when assessing a later return request.

16. Special orders and customised products

Products ordered, assembled, printed, branded, customised or sourced specifically for you cannot normally be cancelled or returned because you have changed your mind once the order has entered production, assembly or procurement.

If you believe a customised or special-order product is faulty or does not match what was agreed, please contact Safey.

17. Cancellations before dispatch

If you wish to cancel an order before it has been dispatched, please contact Safey as quickly as possible.

We will try to stop the order where reasonably possible. However, we cannot guarantee cancellation once an order has entered processing, been supplied to a fulfilment partner, been specially ordered or been dispatched.

If an order cannot be cancelled before dispatch, it may instead need to be handled as a return under this policy.

18. Business customers

Safey supplies both consumers and businesses.

The application of the Consumer Guarantees Act to a business purchase can depend on the nature of the product, the purpose for which it was acquired and any lawful written agreement between the parties.

Nothing in this policy is intended to exclude any statutory rights that cannot legally be excluded.

19. Manufacturer warranties

Some products may also be covered by a manufacturer’s or supplier’s warranty.

Any manufacturer’s warranty is additional to, and does not replace, rights that may apply under New Zealand consumer law.

If a warranty claim needs to be referred to a supplier or manufacturer, Safey may assist with coordinating that process.

20. Our return address

Safey’s business address is:

21. Questions about returns

If you are unsure whether a product can be returned or need assistance with a faulty, damaged or incorrect order, please contact us.

Email: Sales@safey.co.nz

We will work with you to determine the appropriate next step.