Refund policy
OVERVIEW
We stand behind our products and are committed to resolving any issue fairly and promptly. Before initiating any return, exchange, or payment dispute, you must contact our support team at support@trysafra.com  and allow us a reasonable opportunity to resolve your concern. This process exists to protect you and ensures your issue is handled as quickly as possible.
RETURN ELIGIBILITY WINDOW
You have 30 days from the date of confirmed delivery (as recorded by the carrier) to request a return. Requests submitted after this window will not be accepted.
To preserve your eligibility, you must:
- Contact us at support@trysafra.com  within the 30-day window
- Reference your order number in all correspondence
- Retain your original packaging, tags, and receipt
The 30-day window begins on the carrier-confirmed delivery date, not the date of purchase or shipment.
CONDITION REQUIREMENTS
To be eligible for a return, items must be:
- Unopened and unused
- In original, undamaged packaging with all tags intact
- Free from signs of use, wear, or tampering
Items that have been opened, used, or tampered with are not eligible for return under any circumstances, except where a defect or damage is confirmed under the Damages & Defects section below.
HOW TO INITIATE A RETURN
- Email support@trysafra.com with your order number and reason for return
- Wait for written authorisation — do not ship anything until you receive a Return Merchandise Authorisation (RMA) number from us
- Ship the item using the label we provide, with the RMA number clearly marked on the outside of the package
- Unauthorised returns (sent without an RMA number) will be refused at delivery and returned to sender at the customer's expense
Return shipping costs are the responsibility of the customer and are non-refundable.
DAMAGES, DEFECTS & INCORRECT ITEMS
If your item arrives damaged, defective, or incorrect, you must:
- Inspect your order at the time of delivery
- Contact us within 48 hours of carrier-confirmed delivery at support@trysafra.com
- Provide photographic or video evidence of the damage, defect, or incorrect item, including the outer packaging
Damage or defect claims submitted more than 48 hours after confirmed delivery, or without supporting photo or video evidence, cannot be accepted.
Where a valid damage or defect claim is confirmed, we will resolve it at no cost to you — including for opened items. Remedies may include replacement, exchange, or full refund at our discretion.
PRE-DISPUTE RESOLUTION REQUIREMENT
Before initiating a payment dispute or chargeback with your bank or card issuer, you are required to contact us at support@trysafra.com and allow us a minimum of 5 business days to resolve your concern.
We are committed to resolving all legitimate issues directly and promptly. Initiating a chargeback without first allowing us this opportunity may result in us providing your bank with full documentation of your order, delivery, and our communications record — including evidence that our dispute resolution process was not followed.
This requirement does not waive any rights you have under applicable consumer law.
NON-RETURNABLE ITEMS
The following are not eligible for return or refund under any circumstances:
- Opened or used items (except confirmed defects — see Damages & Defects above)
- Perishable goods
- Custom or personalised orders
- Hazardous materials
- Digital products or downloads
- Discounted, promotional, or sale items — all such purchases are final sale
- Gift cards
DISCOUNTED & PROMOTIONAL PURCHASES — FINAL SALE
Items purchased at a discount, as part of a promotion, or through any post-purchase offer are final sale. No returns, exchanges, or refunds are available for these items unless a manufacturing defect is confirmed.
By completing a discounted or promotional purchase, you acknowledge and accept these final sale terms.
EXCHANGES
To exchange an item, contact us at support@trysafra.com within the 30-day return window. Exchanges follow the same eligibility conditions as returns. We cannot process an exchange for an opened or used item.
REFUND PROCESSING
Once we receive and inspect your returned item, we will notify you of the outcome within 3 business days. Approved refunds are processed to your original payment method within 5 business days of approval notification.
If 10 business days have passed since your approval notification without receiving your refund, contact us at support@trysafra.com before taking any other action.
SUBSCRIPTION ORDERS
If your order was generated as part of a subscription, additional terms apply. You may manage or cancel your subscription at any time through your account portal or by contacting support@trysafra.com. Cancellations take effect on the next billing cycle. Charges already processed for an active cycle are not refundable unless a product defect is confirmed.
EUROPEAN UNION — STATUTORY CANCELLATION RIGHT
If your order is shipping to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, without justification, provided the item is in its original condition and packaging. This statutory right applies regardless of the other terms in this policy.
To exercise your EU cancellation right, contact us at support@trysafra.com within 14 days of delivery. We will provide return instructions promptly.
CONTACT
All return and refund requests must be submitted in writing via email. Phone or chat requests cannot initiate a return — a written email record is required.