Returns Policy
In addition to your statutory rights, if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 28 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item less a handling charge of 25% of the returned goods order value subject to a minimum handling charge of £20+VAT. We reserve the right to send back items to you that have been returned to us after 28 days unless they are faulty.
We will only accept the return of opened items if they are faulty due to manufacturing defects and all returned goods will be individually tested to determine the cause of fault before a refund or replacement is issued. We reserve the right to send a replacement for any defective product, and we are not obliged to pay a refund. City Safe UK will therefore not replace tools or hardware broken through misuse or abuse - all such items are non-returnable.
In the event of City Safe UK sending you a replacement for a damaged, defective or wrong items, you must return the original item to us within 28 days otherwise we have the right to charge the price of the replacement item to the payment card used for the original order.
Genuine Lishi
All Genuine Lishi picks are non-returnable unless there is a manufacturing issue. If you have ordered the incorrect tool we will not complete a return, we will only raise a return on a Lishi pick that has a manufacturing fault. If you return a pick at your own cost you will not be refunded and you will have to collect the replacement pick in person or pay for the postage back.
Requesting a Return / Replacement
In order to request a refund or replacement for an order, you must do the following:
1. Contact the City Safe returns department with 28 days of receiving the order either through the contact form or email returns@uapcorporate.com. You must include your customer reference number and your order number, as well as a full description on why you wish to return the item.
2. Once your return has been accepted, you will be emailed a returns document which will include details about your return.
3. You must include the returns document in with your returns order - failure to do so could make the return rejected.
4. You must send the order back to us via a tracked shipping method. We will not be held responsible for returns that go missing due to the carrier.
5. All returns received back to us will be fully inspected to make sure they are in full working order if you no longer want / need the items, or they will be tested to find the cause if you believe they are faulty / have been broken. There will be one of 4 possible outcomes:
- For orders that are faulty due to manufacturing defects, you will have the option to either have a replacement sent out to you, or we will issue you with a full refund. If you send us a copy of the postage receipt we will reimburse your return postage costs up to a maximum of £5.00 for products under £100, and £8.00 for products over £100.
- For orders that have been tested and found to be faulty due to misuse by the customer, no refund will be issued. We will send the item back to you in the condition in which we received it, and your return postage costs will not be reimbursed.
- For orders that are no longer wanted / needed, if the order is deemed to be re-sellable i.e. unopened (with any seals and shrink-wrap intact), we will issue a full refund for the price you paid for the item less a handling charge of 25% of the returned goods order value subject to a minimum handling charge of £20+VAT. Your return postage costs will not be reimbursed.
- For orders that are no longer wanted / needed, if the order is deemed not to be re-sellable i.e. the packaging has been opened and the product has been damaged due a result of this, we will send the item back to you in the condition in which we received it. Your return postage costs will not be reimbursed.
This returns policy does not affect your statutory rights.