Refund & Cancellation Policy

1. Cancelling an Order

• Before dispatch: you can cancel your order free of charge. We will refund the full amount paid.
• After dispatch but before delivery: you can cancel the order; the refund is made after the goods are returned to us, less any delivery charges actually incurred.
• Installation orders: orders that include installation can be cancelled free of charge before our team visits the site. Once installation work has started, the order cannot be cancelled.
• Elsafe may cancel an order if a product is unavailable, the address cannot be served, or there was a pricing error. In that case you receive a full refund.

2. Damaged, Defective or Wrong Items

Please check your delivery when it arrives. If an item is damaged in transit, defective, or different from what you ordered, inform us within 48 hours of delivery with your order number and photos of the item and packaging. After verification, we will replace the item or refund it in full, including any delivery charges.

3. Returns

• Unused products in their original, sealed packaging can be returned within 7 days of delivery. Delivery charges for the return are paid by the customer unless the item was damaged, defective or wrong.
• The following cannot be returned: products that have been installed, used or cut to length (for example cable sold per metre), earthing compound bags that have been opened, and items specially ordered for your project.
• Manufacturing defects found after installation are handled under the manufacturer's warranty instead of a refund.

4. Refund Process and Timelines

• Approved refunds are initiated within 2 working days of approval (or of receiving the returned goods, where a return is needed).
• Refunds are made to the original payment method through Razorpay. The amount usually reaches your account within 5–7 working days of being initiated, depending on your bank or card issuer.
• If a payment was deducted but the order was not confirmed, or you were charged twice, the extra amount is refunded in full.
• You will receive an email when your refund is initiated. If you have not received it within the time above, please contact us with your order number and payment ID.

5. Contact Us

See also our Shipping & Delivery Policy and Terms & Conditions.