Refund policy

Last updated: August 14, 2026

At Mr.Safety, we want you to be confident in every purchase. This policy explains how order cancellations, returns, refunds, damaged products, and the statutory right of withdrawal are handled.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

1. Return period

You may request a return within 14 days of receiving your order.

For consumers in the European Union, European Economic Area, or other jurisdictions providing a statutory right of withdrawal, you may withdraw from an eligible online purchase without giving a reason. The withdrawal period begins when you, or a third party designated by you other than the carrier, receive the goods.

If an order is delivered in multiple shipments, the withdrawal period begins when the final item is received.

After notifying us of your withdrawal, you must send the goods back within 14 days.

2. Return eligibility

To qualify for a full refund, products should be returned:

  • Complete and with all included parts and accessories;
  • In their original condition, except for handling reasonably necessary to inspect the product;
  • In the original packaging where reasonably possible;
  • Without damage caused by improper use, installation, alteration, or storage.

You may inspect a product as you would in a physical store. We may reduce the refund if the product’s value has decreased because it was handled or used beyond what was necessary to establish its nature, characteristics, and function.

For safety reasons, products that have been installed, load-tested, modified, or used on a job site may not qualify for a voluntary return unless they are defective. Mandatory statutory rights remain unaffected.

3. Starting a return

Before returning an item, contact us at eidzensi@proton.me and include:

  • Your name and order number;
  • The product you wish to return;
  • A clear statement that you wish to return the product or withdraw from the purchase;
  • Photographs if the item is damaged, defective, or incorrect.

A reason is not required when exercising a statutory right of withdrawal.

We will provide return instructions. Items sent without prior contact may take longer to process.

Returns should be sent to:

EIDŽENSĪ SIA
Jaunciema gatve 8G
Riga, LV-1024
Latvia

4. Return shipping

For change-of-mind returns and statutory withdrawals, the customer is responsible for the direct cost of return shipping unless applicable law requires otherwise.

Mr.Safety will cover reasonable return shipping costs when the product is defective, damaged upon delivery, or different from what was ordered.

We recommend using a tracked shipping service. The customer remains responsible for the returned parcel until it reaches the return address.

5. Refunds

We will inspect returned products and notify you when the return has been approved or if additional information is required.

Approved refunds will be issued to the original payment method.

When a statutory right of withdrawal applies:

  • We will refund eligible payments, including the cost of our least expensive standard delivery option;
  • Additional charges for express or premium delivery are not refundable;
  • We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first;
  • The refund will be processed without undue delay and no later than 14 days after we receive your withdrawal notice, subject to the condition above.

Your bank or payment provider may require additional time to display the refund.

6. Damaged, defective, or incorrect products

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is damaged, defective, incomplete, or incorrect.

Include your order number, a description of the issue, and clear photographs. Depending on the circumstances and applicable law, we may offer a repair, replacement, price reduction, or refund.

This section does not limit any statutory guarantee or product-conformity rights.

7. Non-returnable products

To the extent permitted by applicable law, returns may not be accepted for:

  • Custom-made or clearly personalised products;
  • Sealed products that cannot be returned for health or hygiene reasons after the seal has been opened;
  • Gift cards or downloadable digital products;
  • Products damaged through misuse, improper installation, modification, or normal wear and tear;
  • Products expressly marked as non-returnable where such a restriction is lawful.

These exclusions do not apply to defective, incorrectly supplied, or non-conforming goods where mandatory consumer protections apply.

8. Exchanges

We do not currently offer direct exchanges. To obtain another product, return the eligible item and place a new order.

Defective or incorrectly supplied products may be replaced directly where appropriate.

9. Order cancellations

If you need to cancel an order before shipment, contact us immediately at eidzensi@proton.me.

We will try to stop fulfilment, but cancellation cannot be guaranteed once processing or shipping has begun.

10. Contact information

Store: Mr.Safety
Legal business name: EIDŽENSĪ SIA
Registration number: 40203736653
Registered and return address: Jaunciema gatve 8G, Riga, LV-1024, Latvia
Email: eidzensi@proton.me

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To:
EIDŽENSĪ SIA
Registration number: 40203736653
Jaunciema gatve 8G
Riga, LV-1024
Latvia
Email: eidzensi@proton.me

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Goods: ______________________________________
Order number: ________________________________
Ordered on: __________________________________
Received on: _________________________________
Consumer name: _______________________________
Consumer address: ____________________________
Signature: ___________________________________
(required only if submitted on paper)
Date: _______________________________________