Refund policy
Refund Policy
Welcome to SafeWake Kuwait!
This Return Policy applies to all products purchased through:
Our Return Policy forms part of, and must be read in conjunction with, our Terms and Conditions, Privacy Policy, and Shipping Policy. We reserve the right to change this Return Policy at any time.
Only refunds are made once the product has reached its destination and has been received by the buyer. No refunds are made for products that are in transit to be delivered or have not yet been delivered.
By making a purchase through the website you declare and agree to be bound by the conditions described below. Our Refund Policy does not affect your statutory rights.
To Cancel an Order
Customers can cancel their order at any time as long as:
- The order has not left our facility.
- The order has not already been shipped.
- The order has not been paid for yet.
If a customer has already paid for the order online, then a full refund will be issued upon order cancellation confirmation (may take 2–3 business days to process the refund).
To initiate an order cancellation please contact us at support@safewake.shop or call us at +965 55543329.
Returns and Refunds
Refunds are only issued if:
- There is a manufacturing defect or an error on our part (wrong product sent, missing parts, etc.);
- The product is defective or damaged upon receipt;
- The order is delivered more than 14 days past the promised delivery date (provided the item is returned in its original, unused condition and matches the original order).
All items must be unopened, unused, sealed in their original packaging, and in the same condition in which they were received. If none of the above issues apply, refunds will not be granted.
Exchanges & Store Credit
For all other cases—including correct items received but change of mind—you may request an exchange for an item of equal value or apply the purchase value as store credit. No refunds or returns are permitted in these circumstances, and no additional shipping costs will be charged for approved exchanges.
Sizing Exchanges for Life Jackets & Boots
Customers may request one (1) size exchange or one (1) return for refund of life jackets or boots within 14 days of delivery, provided the item is unopened, unused, sealed in original packaging, and in perfect condition. No further returns or refunds will be granted for change‑of‑mind.
Conditions of Return
- Return requests must fall under the “Returns and Refunds” criteria above (manufacturing issue, wrong item, defective/damaged, late delivery, or one sizing exchange for life jackets/boots).
- Items must be unused, unmarked, unaltered, and sealed in their original packaging.
- All return or exchange requests must be accompanied by your invoice as proof of purchase.
- Customer must provide clear video proof of the issue (manufacturing defect, wrong item, or damage) when requesting a refund or exchange.
Once video proof is received, SafeWake Kuwait will review and, if approved, arrange at no cost to you a pickup of the items. Pickups must occur and items must be returned to our warehouse within 14 business days of approval.
Shipping return costs and handling charges are non‑refundable, except in cases where we arrange pickup as described above.
SafeWake Kuwait reserves the right to reject any returns which do not comply with our Refund Policy. Non‑compliant returns may be shipped back to the client at their own cost.
To request a return or exchange, please contact us using the details below and you will receive instructions on how to proceed.
Defective or Damaged Products
We do our best to avoid any damage or defect in your products. However, if upon receipt the product is defective or damaged and you need to exchange it or request a refund, please contact us using the details below. We will cover the return shipment cost and, if you request a refund, the original shipping cost.
The defect/damage claim must include:
- Full name of the person who placed the order.
- Order number.
- Proof of damage or defect (photo or video).
Processing Your Refund
Once your returned items have been received and inspected at our warehouse, please allow 3–5 business days for processing. If your return does not meet the conditions listed, the package will be sent back to you at your expense. If accepted, your refund will be issued via the original payment method, minus any return shipping fees (unless covered by us as noted above).
Undeliverable Package
Undeliverable packages that are returned to us will not automatically be re‑shipped. If you would like to change the delivery address, you are responsible for any re‑shipping fees.
Contact Us
If you have questions about this Return Policy, please contact us:
SafeWake Kuwait
Phone: +965 55543329
Office Address: Kuwait City, Kuwait
Email: support@safewake.shop
Open Times: Delivering All‑Week Long