Returns and complaints

Hassle-free returns

The product you have chosen does not meet your expectations? Would you like to withdraw from the purchase contract?
No problem! We give you up to 14 days to return a product purchased from us without any problems.

You can return the product by sending it back to us together with the completed ‘Withdrawal from the contract’ form to the following address:

Pacsafe Poland
‘Returns’
Franciszka Plocka 7
94-106 Łódź

In order to process the return efficiently, the parcel should contain:

The returned product
A completed ‘Withdrawal from the contract’ letter
Proof of purchase (e.g. receipt) or order number

The parcel should be carefully secured so that the product is not damaged in transit.

Complaints

If the goods you have purchased are faulty or not in accordance with your order, you can lodge a complaint.
If the goods are found to be defective, you have the right to lodge a complaint within 2 years (for the Coversafe X series and padlocks) 5 years (for other products) from the date of delivery and 1 year from the date the goods were found to be defective. Please note that hidden defects are covered by the guarantee. Damage caused by normal wear and tear is not covered.

You can make a complaint by sending the defective product back to us together with the completed form to the following address:

Pacsafe Poland
‘Complaints Department’
Franciszka Plocka 7
94-106 Łódź

In order to process the complaint efficiently, the parcel should contain:

Complained product
Completed letter of complaint
Proof of purchase or details of the person for whom the order was placed

Within 14 days at the latest from the date of receipt of the parcel with the defective goods, we will respond to the complaint and inform you of further actions.