1. Overview

At Soft Safe, we are committed to providing quality products and excellent customer service.

This Refund & Return Policy operates in accordance with the Australian Consumer Law (ACL).

2. Change of Mind Returns

We may accept change-of-mind returns subject to the following conditions:

• Items must be unused, unworn, and in original condition
• All original packaging, tags, and accessories must be included
• Return requests must be made within 14 days of delivery
• Proof of purchase is required

Change-of-mind returns may not be accepted for:

• Custom-made products
• Embroidered or personalized items
• Clearance or sale items
• Special-order products
• Used safety or protective equipment

Approved change-of-mind returns may be subject to a restocking fee where permitted by law.

Customers are responsible for return shipping costs for change-of-mind returns.

3. Faulty or Damaged Products

Under Australian Consumer Law, customers may be entitled to a repair, replacement, or refund where products:

• Are faulty or defective
• Are unsafe
• Are significantly different from their description
• Do not perform as reasonably expected

4. Safety & PPE Products

For hygiene and safety reasons, certain personal protective equipment (PPE), safety wear, or related products may not be eligible for return if:

• Used
• Worn
• Damaged after delivery
• Exposed to hazardous environments

5. Return Process

To request a return, please contact:

Returns Email:
return@softsafe.com.au

General Contact:
sales@softsafe.com.au

Website:

Home

Please include:

• Full name
• Order number
• Reason for return
• Supporting photos if applicable

Returns must not be sent without prior approval.

6. Refunds

Approved refunds will be processed to the original payment method within a reasonable timeframe.

Shipping costs are generally non-refundable unless required under Australian Consumer Law.

7. International Orders

Customers are responsible for customs duties, taxes, import fees, or return shipping charges associated with international returns unless otherwise required by law.

8. Australian Consumer Law

Nothing in this Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law.