Refund policy

VISIBLE SAFETY – Returns & Exchanges Policy

At Visible Safety, we are committed to providing high-quality products and exceptional service. Our returns and exchanges policy ensures a fair and transparent process in accordance with Australian Consumer Law (ACL).

Product Inspection Upon Delivery

At the time of receiving the product, customers must inspect the product carefully to ensure it is in good condition before signing for receipt. If any visible damage is detected, customers should:

  • Refuse to accept the delivery and notify the courier immediately.
  • Take photos of the damaged product and packaging and report the issue to Visible Safety as soon as possible.
  • Do not sign for receipt if the product is damaged or appears to have been mishandled during transit.

Once a customer has signed for receipt, it is assumed that the product was received in good condition unless evidence of damage is provided.

5-Day Change of Mind Return & Exchange Policy

Customers may return or exchange an item purchased online within 5 days from the date of receipt, provided the following conditions are met:

  • The item is unused, unopened, and in its original condition.
  • All original packaging, tags, labels, and seals remain intact.
  • Proof of purchase is provided.

This 5-day return policy excludes custom orders, modified products, items that have been used contrary to their intended purpose, and clearance items.

Refund Conditions:

  • If the product is returned in original condition, we will refund 100% of the product value.
  • If the product is damaged due to customer handling or freight, an up to 70% refund of the product value will be issued, depending on the extent of the damage.

Return Shipping:

  • Customers are responsible for all return shipping costs for change-of-mind returns.
  • Prior to returning any item, customers must contact Visible Safety to obtain the return delivery address.
  • The return package must include the customer’s name, email address, and mobile phone number.
  • If the original purchase included free delivery, the refund amount will be the total paid minus the original shipping cost incurred by Visible Safety.
  • Delivery fees are non-refundable, including those paid at the time of purchase.

Faulty, Damaged, or Incorrect Products

If a product is faulty, damaged, does not match its description, or an incorrect item has been received, customers are entitled to a repair, replacement, or refund in accordance with Australian Consumer Law.

To initiate a claim, customers must:

  • Provide proof of purchase.
  • Contact us within a reasonable timeframe after identifying the issue.
  • Supply photographs or other supporting documentation if requested.

Assessment & Resolution:

  • Certain items may need to be assessed by the manufacturer or a repair agent before a resolution is provided.
  • A refund, repair, or replacement may be declined if the product has been misused, substantially modified, or not used as intended.

As per Australian Consumer Law, customers are entitled to:

  • A replacement or refund for major product failures, and
  • A repair or replacement if the product does not meet acceptable quality standards and the failure is not considered major.

Returns & Exchanges Process

  • Customers must contact Visible Safety before returning any product to receive the return delivery address.
  • The 5-day return period starts from the date the item is received by the customer.
  • All returned items must include the customer’s name, email address, and mobile phone number inside the package.
  • Customers are responsible for return shipping costs for change-of-mind returns.
  • In cases of faulty, damaged, or incorrect items, Visible Safety will cover the return shipping costs.
  • If the item was originally purchased with free delivery, the refund amount will be the total paid minus the original shipping cost incurred by Visible Safety.
  • Delivery fees are non-refundable, including those paid at the time of purchase.
  • If the product is returned in original condition, a full refund (100%) of the product value will be issued.
  • If the product is damaged due to customer handling or freight, an up to 70% refund of the product value will be issued, depending on the extent of the damage.

Refund Processing

  • Approved refunds will be issued via the original payment method.
  • Refunds may take up to 7 business days to be processed and appear in the customer’s account.
  • Delivery and shipping fees are non-refundable for change-of-mind returns.

Contact Information

For all return requests, warranty claims, or to obtain the return delivery address, please contact:

Email: sales@visiblesafety.com.au

Rights Reserved

Visible Safety reserves the right to amend this Returns & Exchanges Policy at any time without prior notice. This policy complies with Australian Consumer Law and does not limit customers’ statutory rights.