At Safe Living Universal Ltd, customer satisfaction matters to us. If something isn’t right with your order, we’re here to help.

Please read this policy carefully before making a purchase.

1. Your Right to Cancel (UK Cooling-Off Period)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your items, without giving any reason.

To cancel, simply contact us through our website within this period.

Once approved, you’ll have another 14 days to return the item(s).

2. Return Conditions

To be eligible for a return, items must:

  • Be unused and in original condition
  • Be returned in original packaging
  • Include proof of purchase

Please note:

  • Jewellery must be unworn and returned with hygiene seals intact
  • Customised or personalised items are non-refundable
  • Items showing signs of wear or damage caused after delivery may not be accepted

3. How to Start a Return

  1. Contact us via our website with your order number
  2. Our support team will provide return instructions
  3. Securely package the item and send it back

Customers are responsible for return shipping costs unless the product is faulty or incorrect.

We recommend using a tracked service, as we cannot be responsible for items lost in transit.

4. Refund Processing

Once your return is received and inspected:

  • Approved refunds will be processed within 5–10 working days
  • Refunds are issued to the original payment method
  • Shipping fees are non-refundable (unless the item is faulty)

You’ll receive confirmation once your refund has been completed.

5. Faulty or Damaged Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery with clear photos.

We’ll arrange a replacement or full refund at no additional cost.

6. Exchanges

We currently do not offer direct exchanges.

If you’d like a different item, please return your original purchase for a refund and place a new order.

7. Late or Missing Refunds

If you haven’t received your refund after confirmation:

  • First, check with your bank or payment provider
  • Then contact us if it’s still pending

Some payment providers may take a few extra days to reflect the refund.

8. Contact Us

For any questions about returns or refunds, please reach out through our website’s contact page. Our support team will assist you as quickly as possible.