Cancellations & Returns

1. Start with your order details

Contact Safety Shops using the details below and provide your order or quotation reference, contact details, product model and reason for the request. For damage, an incorrect item or a suspected defect, include photographs and a description where reasonably possible. Please do not send full card details.

Report visible delivery problems promptly so we can investigate with the carrier. Keep packaging, accessories and documents where available. A delay in reporting or absence of original packaging does not by itself remove a remedy required by applicable UAE law.

2. Cancellation requests

Request cancellation as soon as possible. Before dispatch or a binding supplier commitment, we will check whether the order can be stopped and confirm the outcome. Sending a quotation request alone does not place an order; contact us if you have already accepted a quotation or made a payment.

For bespoke, special-order, project or quotation-based purchases, cancellation conditions and any unavoidable, lawful costs must be disclosed and agreed before accepting the order. We do not impose an undisclosed cancellation fee. If we cannot supply an accepted order, we will notify you and refund the amount paid for the unavailable items and any applicable undelivered service.

3. Damaged, defective or incorrect goods

If goods are defective, damaged before receipt, incomplete, incorrectly supplied or materially different from the agreed description, contact us for assessment and an appropriate remedy under applicable law. Depending on the circumstances and your legal rights, this may include repair, replacement or refund. Stop using equipment if you suspect a safety defect.

We will explain the inspection and return process and arrange or cover reasonable return transport for a verified fault, delivery damage or supply error for which we are responsible. A remedy required by law will not be restricted to store credit. Manufacturer warranty terms supplement rather than replace mandatory rights.

4. Change-of-mind and special-order returns

Please check the product specification carefully before buying. Change-of-mind returns are considered according to the return terms disclosed for the order and are not automatically guaranteed by a catalogue listing. Contact us before sending an item back so we can confirm eligibility, the return address and any agreed transport costs.

Unused condition, complete accessories and intact packaging may be required for an agreed change-of-mind return. Installed, commissioned, used, customised or specially procured goods may be ineligible for a discretionary return where this was disclosed before purchase. These conditions do not exclude legally required remedies for defective or misdescribed goods.

5. Refunds

Once a cancellation or return is approved and any necessary checks are complete, we will confirm the refund amount and processing details. Quotation-order payments are refunded to the original payment method where possible, or using an agreed, verified method. Store credit is used only where you agree or it is otherwise lawful.

Bank and card-provider posting times vary. We will provide the available refund reference and help investigate a delayed refund. Any deductions, including agreed change-of-mind return costs, must be explained and permitted by the applicable order terms and law.

6. UAE consumer rights and complaints

This policy applies alongside the Terms of Sale and the written terms of your order. Mandatory UAE consumer protection and modern technology-based trade rights take precedence. You may raise an unresolved complaint with the competent UAE consumer protection authority or courts. Contact us first with your reference so we can work towards a resolution.