HomeRefund and Returns Policy

Refund and Returns Policy

Effective Date: 17 May 2026

Company: JHS Visionaries Pty Ltd T/A Saf O’ Me  (ABN: 82 647 602 499)

Website: https://safome.au/   |   Support: info@safome.co

Privacy: privacy@safome.au   |   Returns address: 6/31a Garfield St, Wentworthville NSW 2145

This Returns Policy operates in conjunction with our Terms of Service, Privacy Policy, and Warranty Policy (all effective 17 May 2026).

✅  Quick Reference — Returns at a Glance

  • 14-day change-of-mind return window from delivery date
  • Faulty, defective, or incorrectly delivered items: return accepted at any time within the warranty period
  • No restocking fee for faulty items, warranty returns, or ACL claims
  • 15% restocking fee for change-of-mind returns only (waived if you choose store credit)
  • Prepaid return labels provided for all fault-based and warranty returns
  • Safe Pro subscriptions: cancel anytime, no pro-rata refund except where ACL applies
  • NDIS / My Aged Care funded purchases: handled in accordance with program requirements

•  Your data is protected throughout the returns process under our Privacy Policy

At Saf O’ Me, we are committed to a fair, transparent, and straightforward returns process. This policy sets out your rights and our obligations when returning Saf O’ Me products, and must be read alongside our Terms of Service and Warranty Policy. Your rights under the Australian Consumer Law (ACL) apply in all circumstances and are not limited by this policy.

1. Scope — What This Policy Covers

This Returns Policy applies to all purchases made directly from Saf O’ Me through our website (https://safome.au) or by any other authorised means. It covers:

  • Saf O’ Me GPS tracking devices (hardware, including all watch and pendant models)
  • Accessories (charging cables, lanyards, clips, mounts, and other hardware accessories)
  • Safe Pro subscription (software and service subscription — see Section 8 for specific subscription terms)

 

This policy does not cover purchases made through third-party retailers, resellers, or marketplaces unless Saf O’ Me is the named seller. For purchases through authorised resellers, please contact the reseller directly in the first instance. Your ACL rights apply regardless of where you purchased the product.

2. Relationship With Our Other Policies

This Returns Policy forms part of the Saf O’ Me legal framework and operates alongside the following documents:

Policy Relationship to Returns
Warranty Policy
https://safome.au/warranty 		Governs returns for manufacturing defects and hardware faults within the 12-month warranty period. Where a return is due to a covered fault, the Warranty Policy applies and no restocking fee is charged. See Section 6 of this policy.
Terms of Service
https://safome.au/terms 		Governs subscription cancellation, Safe Pro refund terms, and user obligations. Subscription returns and cancellations are governed by the Terms of Service (Section 9) and summarised in Section 8 of this policy.
Privacy Policy
https://safome.au/privacy 		Governs all personal data collected during the returns process, including what data we collect, how it is used, and how returned devices are handled. See Section 9 of this policy.
Australian Consumer Law (ACL) Your statutory rights under the ACL apply in all circumstances. Nothing in this Returns Policy limits, modifies, or excludes any ACL right you are entitled to.

📌  Which policy applies to your situation?

Change of mind within 14 days → This Returns Policy (Sections 3–7)

Manufacturing defect or hardware fault → Warranty Policy first, then this Returns Policy (Section 6)

Safe Pro subscription cancellation → Terms of Service + this Returns Policy (Section 8)

Major product failure under ACL → Section 10 of this policy and your ACL rights

Data or privacy concern during return → Privacy Policy + Section 9 of this policy

3. Return Windows

Reason for ReturnReturn WindowNotes
Change of Mind14 Days from Delivery DateItem must be unused, in original packaging, and in resalable condition.
A 15% restocking fee applies (waived for store credit).
Item Damaged on Arrival14 Days from Delivery DateReport within 48 hours of delivery where possible.
Photos required. No restocking fee. Prepaid return label provided.
Incorrect Item Sent by Saf O’ Me14 Days from Delivery DateNo restocking fee. Prepaid return label provided.
Correct item dispatched at no extra cost.
Manufacturing Defect or Hardware FaultWithin 12-Month Warranty Period from DeliveryGoverned by Warranty Policy. No restocking fee.
Prepaid return label provided. See Section 6.
ACL Major Product FailureWithin a Reasonable Time (No Fixed Window)Australian Consumer Law (ACL) rights apply regardless of time elapsed.
Refund or replacement at your choice. No restocking fee.
Safe Pro SubscriptionCancel AnytimeNo refund for the current billing period except where required under Australian Consumer Law (ACL).
See Section 8.

Delivery date: The return window begins on the date your product is delivered to your nominated address as confirmed by the delivery carrier’s tracking record. If the delivery date cannot be confirmed, the window begins on the purchase date.

4. Conditions of Return

4.1 Change-of-Mind Returns

To be eligible for a change-of-mind return, the following conditions must be met:

  • The return request is submitted within 14 days of delivery
  • The device has not been registered to a Saf O’ Me account, or has been de-registered before return
  • The device is in its original, unused, and resalable condition — not worn, not scratched, and not showing signs of use
  • All original packaging, accessories, documentation, and inserts are included and in good condition
  • Proof of purchase is provided

⚠️ Condition Assessment

Saf O’ Me reserves the right to inspect all returned items before approving a return. Items returned in a condition that does not meet the above requirements may result in a reduced refund or rejection of the return. We will notify you of any deductions before processing.

4.2 Fault-Based Returns

For returns due to damage on arrival, incorrect items, manufacturing defects, or ACL failures, the following conditions apply:

  • The return request is submitted within the applicable window (see Section 3)
  • Proof of purchase is provided
  • Photos or video of the fault or damage are provided where possible
  • The device has not been physically damaged by misuse, tampering, or unauthorised modification after delivery

 

There is no requirement for the device to be in original packaging or unused condition for fault-based returns.

5. Restocking Fee

Return Reason Restocking Fee Notes
Change of Mind (Refund to Original Payment Method) 15% of Purchase Price Deducted from refund before processing.
Change of Mind (Store Credit) Nil — Fee Waived Full purchase price issued as store credit.
Change of Mind (Exchange for Different Product) Nil — Fee Waived Product must be of equal or greater value; price difference charged if higher.
Damaged on Arrival Nil Saf O’ Me error — no fee.
Incorrect Item Sent Nil Saf O’ Me error — no fee.
Manufacturing Defect / Warranty Return Nil Covered under Warranty Policy — no fee.
ACL Major or Minor Failure Nil Consumer guarantee — no fee under ACL.
Items Returned in Poor or Incomplete Condition Up to 25% at Discretion We notify you before processing. You may choose to have the item returned instead.

Transparency commitment: We will always notify you of any restocking fee or deduction before processing your refund. You will have the option to receive your item back instead of accepting a reduced refund.

6. Warranty Returns — Faulty or Defective Products

Returns for manufacturing defects, hardware faults, battery failures, or other covered faults are handled primarily under our Warranty Policy (https://safome.au/warranty). The following summary applies to warranty returns:

 

  • No restocking fee: Warranty returns are never subject to a restocking fee.
  • Prepaid return label: Saf O’ Me provides a prepaid return label for all approved warranty returns. You do not pay return shipping.
  • Replacement device: If the fault is confirmed as covered under warranty, a replacement device is dispatched at no cost to you.
  • Refund option: If a replacement device is not available or you prefer a refund, Saf O’ Me will issue a full refund to your original payment method with no deduction.
  • Assessment time: Warranty returns are assessed within 5 business days of receiving the device. You are notified of the outcome in writing.
  • Out-of-warranty faults: If the fault occurs outside the 12-month warranty period, your ACL rights still apply if the device has not lasted a reasonable time. Contact us to discuss.

📌  When to use Warranty Policy vs Returns Policy

If your device developed a fault within the 12-month warranty period → start with the Warranty Policy process (email info@safome.co with subject “Warranty Claim”).

If your device arrived damaged or you received the wrong item → use this Returns Policy (email info@safome.co with subject “Returns Request”).

If you are unsure which applies → contact us and we will direct you to the right process.

7. Refunds, Replacements, and Store Credit

7.1 Your Options

Once your return is received and assessed, you may choose from the following options (subject to eligibility):

Option Restocking Fee Processing Time
Refund to Original Payment Method 15% for change-of-mind returns.
Nil for all fault-based and warranty returns. 		5–10 business days after return approval (bank processing time may vary).
Replacement Product (Same Model) Nil for all return types. Dispatched within 3 business days of return approval or fault confirmation.
Store Credit (Saf O’ Me Account Credit) Nil — restocking fee waived for change-of-mind returns. Issued within 2 business days of return approval.
No expiry on store credit.
Exchange for Different Product Nil — restocking fee waived. Arranged once return is received; price difference charged or credited as applicable.

7.2 Refund Processing

  • Original payment method: Refunds are issued to the same payment method used at purchase (credit/debit card via Stripe). We do not issue refunds to a different card or account.
  • Stripe processing: Refunds are processed through Stripe. Once we initiate the refund, Stripe typically processes within 5–10 business days. Your bank may take additional time to reflect the credit.
  • NDIS and My Aged Care funded purchases: Refunds for NDIS or My Aged Care funded devices are returned to the funding source (plan manager or program account). We will coordinate with your plan manager to process the refund correctly.
  • Partial refunds: Where a deduction applies (restocking fee or reduced condition), we notify you first and you may choose to receive a full store credit instead, or have the item returned to you.

7.3 Replacement Products

Replacement products provided under a return or warranty:

    • Are new or manufacturer-refurbished devices of the same model, or equivalent if the original model is unavailable
    • Are covered by a new 90-day return period from the replacement delivery date for change-of-mind purposes
    • Are covered by the remainder of the original warranty period, or 90 days from delivery — whichever is longer, under the Warranty Policy
    • Are linked to your existing Saf O’ Me account — your account data, emergency contacts, and Safe Pro subscription are unaffected

7.4 Store Credit

  • Store credit is issued to your registered Saf O’ Me account
  • Store credit has no expiry date
  • Store credit can be applied to any future Saf O’ Me hardware purchase or Safe Pro subscription
  • Store credit is non-transferable and not redeemable for cash

8. Safe Pro Subscription — Cancellation and Refunds

The Safe Pro subscription ($19 AUD/month) is a service, not hardware. Subscription terms are governed by our Terms of Service (Section 9). The following applies to subscription cancellation and refund requests:

Scenario Policy
Cancellation During a Billing Period Your subscription continues until the end of the current billing period. Access to Safe Pro features (Sound Guardian, live location updates, and priority support) continues until the period ends. No pro-rata refund is provided for unused days.
Cancellation Before First Charge If you cancel before your first billing cycle is charged, no fee is incurred. Contact us within 24 hours of subscribing if you change your mind.
Refund for Technical Failure (Safe Pro Service Not Functioning) If Safe Pro features are confirmed as unavailable due to a fault on our side for an extended period, we will assess a pro-rata credit or refund at our discretion. Contact info@safome.co with details.
Refund Required Under ACL Where a Safe Pro subscription constitutes a service that is not reasonably fit for purpose or not as described, you may be entitled to a refund under Australian Consumer Law (ACL). Contact us to discuss.
Double Billing or Billing Error We will correct any billing error and issue a full refund for duplicate or erroneous charges within 5 business days of confirmation. Contact info@safome.co immediately.
Subscription Paused During Warranty Replacement Your Safe Pro subscription is not paused or cancelled during a warranty replacement. You retain access to all Safe Pro features throughout the return and replacement process.

8.1 How to Cancel Your Subscription

  • Log into your Saf O’ Me account and navigate to Subscription Settings, OR
  • Email info@safome.co with the subject “Subscription Cancellation — [your name]”

 

Cancellation takes effect at the end of your current billing period. You will receive a confirmation email when your cancellation is processed. Your account data is retained until you request deletion under our Privacy Policy.

9. Data and Privacy During the Returns Process

All personal data collected during a returns request is handled in accordance with our Privacy Policy (https://safome.au/privacy) and the Australian Privacy Act 1988 (Cth). This section summarises your key privacy rights and our obligations specifically in the context of returns.

9.1 Data We Collect When You Make a Return

When you submit a return request, Saf O’ Me collects:

  • Identity and contact details: Your name, email address, phone number, and return/delivery address — used to process your return, dispatch replacements, and communicate with you.
  • Purchase information: Your proof of purchase, order details, and payment method (last four digits only) — used to verify eligibility and process refunds.
  • Device information: Serial number and IMEI of the returned device — used to identify the product and link it to your account.
  • Fault documentation: Photos, videos, and written descriptions you provide — used solely to assess your return and improve product quality.

This data is stored securely on our AWS Sydney servers, encrypted in transit and at rest, and retained for the minimum period necessary to process the return and comply with legal obligations (typically up to 7 years for transaction records under Australian tax law).

9.2 Preparing Your Device for Return

Before returning your device to Saf O’ Me, we strongly recommend taking the following steps to protect your personal data:

    • Log out of your account: Open the Saf O’ Me app on your device and log out of your account before returning the device.
    • Factory reset: Where possible, perform a factory reset on the device to remove locally stored data. Instructions are available at https://safome.au or by contacting info@safome.co.
    • Remove your SIM card: If your device uses a SIM card, remove it before packing and returning the device.

⚠️ Data on Returned Devices

If your device is returned without logging out or resetting, Saf O’ Me technicians may encounter your locally-stored account credentials or cached location data during the assessment process. This data is accessed only for technical fault assessment purposes and is not used for any other purpose. All returned devices are factory-reset before being refurbished, reused, or disposed of, in accordance with our Privacy Policy and data handling procedures.

9.3 Your Account During a Return

  • Account continuity: Your Saf O’ Me account, location history, emergency contacts, guardian links, and Safe Pro subscription remain fully active and unchanged during the return and replacement process.
  • No data loss: Data stored on our servers (location history, health data, SOS logs, account profile) is not affected by a hardware return. Only data stored locally on the physical device may be lost if the device is reset or replaced.
  • Replacement device pairing: When a replacement device is dispatched, we will assist you in pairing it to your existing account. No re-registration is required.

9.4 Sound Guardian and Returned Devices

Sound Guardian sessions are direct peer-to-peer audio between the caregiver and the device user. Saf O’ Me has no access to Sound Guardian audio at any time, including during returns assessment. Our technicians test microphone and speaker hardware using standard diagnostic tests only. No prior Sound Guardian session audio exists on our servers or on the device for us to access.

9.5 Your Privacy Rights During a Return

  • Access: You may request access to the personal data we hold relating to your return at any time by emailing privacy@safome.au.
  • Correction: If any information we hold is incorrect, contact privacy@safome.au to request a correction.
  • Deletion: Once your return is fully processed, you may request deletion of returns-related personal data (subject to legal retention requirements) by following the process in our Privacy Policy.

10. Australian Consumer Law (ACL) Rights

✅  Your ACL Rights Always Apply

Nothing in this Returns Policy limits, modifies, or excludes any right or remedy you are entitled to under the Australian Consumer Law. Your ACL rights apply regardless of whether the return falls within the periods or conditions set out in this policy.

10.1 Consumer Guarantees for Saf O’ Me Devices

Under the ACL, Saf O’ Me devices come with consumer guarantees that they:

    • Are of acceptable quality (safe, durable, free from defects, acceptable in appearance, and fit for the purposes that devices of that kind are commonly used for)
    • Are fit for any particular purpose that you made known to us before purchase
    • Match any description, sample, or demonstration we provided
    • Come with clear title and quiet possession

10.2 Major Failures

If a Saf O’ Me device has a major failure, you are entitled to:

  • Reject the device and choose a full refund, OR
  • Reject the device and choose a replacement of the same or equivalent type, OR
  • Keep the device and seek compensation for the reduction in its value

 

A major failure is one that would have stopped you from buying the product if you had known about it; a fault that makes the product substantially unfit for its purpose that cannot be fixed within a reasonable time; a product that is significantly different from what was described; or a product that is unsafe.

10.3 Minor Failures

For a fault that does not constitute a major failure, Saf O’ Me is entitled to choose to repair, replace, or refund. We commit to doing so within a reasonable time. You are entitled to compensation for any other reasonably foreseeable loss or damage resulting from the failure.

10.4 Consequential Loss

Under the ACL, you may also be entitled to compensation for other reasonably foreseeable loss or damage resulting from a product failure. If you have suffered loss or damage as a result of a Saf O’ Me device failure, please contact us with details and we will assess your claim in accordance with our legal obligations.

10.5 ACL Returns — No Time Limit

ACL consumer guarantee claims are not limited to the 14-day return window or the 12-month warranty period. If your device fails to meet a consumer guarantee at any time within a reasonable period given the nature and price of the product, contact us to discuss your ACL rights.

11. Return Shipping

Return Scenario Who Pays Return Shipping Who Pays Replacement/Refund Shipping
Change of Mind You pay return shipping. You pay (or cost is deducted from refund).
Damaged on Arrival Saf O’ Me pays — prepaid label provided. Saf O’ Me pays.
Incorrect Item Received Saf O’ Me pays — prepaid label provided. Saf O’ Me pays.
Warranty / Manufacturing Defect Saf O’ Me pays — prepaid label provided. Saf O’ Me pays.
ACL Major or Minor Failure Saf O’ Me pays — prepaid label provided. Saf O’ Me pays.
Out-of-Warranty Paid Repair / Replacement You pay both ways. You pay (quoted in advance).
International Returns (Outside Australia) You pay both ways. You pay (quoted in advance).
  • Tracked shipping: We strongly recommend using tracked shipping for all change-of-mind returns where you are responsible for shipping costs. Saf O’ Me is not responsible for items lost in transit where you have arranged the return shipping.
  • Prepaid labels: Where Saf O’ Me provides a prepaid return label, we are responsible for the return shipment once it has been lodged with the carrier. Please follow the packaging instructions we provide to ensure the device is protected in transit.
  • Returns address: Saf O’ Me Returns, 6/31a Garfield St, Wentworthville NSW 2145, Australia. Do not return items without first receiving authorisation and instructions from our team.

12. Step-by-Step Return Process

Step Action What to Include Timeline
1 Contact Saf O’ Me to initiate your return Email info@safome.co
Subject: “Returns Request — [Your Name]”
(or “Warranty Claim” if fault-related) 		Day 0 — You Initiate
Within 14 Days of Delivery for Change-of-Mind Returns
2 Submit Your Return Documentation Proof of Purchase
Reason for Return
Photos or Video (for damaged or faulty items)
Device Serial Number 		Within 5 Days of Your Initial Contact
3 Return Assessment and Authorisation We review your request and confirm eligibility, applicable restocking fees, and your refund, replacement, or store credit options. Within 3 Business Days of Receiving Your Documentation
4 Return the Device Pack securely using the guidelines we provide.
For Saf O’ Me-paid returns: use the prepaid label we send you.
For self-paid returns: use tracked shipping. 		Within 7 Days of Receiving Return Authorisation
5 Device Inspection on Receipt We inspect the returned device, including fault assessment, condition verification, and secure data wipe procedures. Within 5 Business Days of Receiving the Device
6 Resolution Refund processed, replacement dispatched, or store credit issued. You receive written confirmation of the outcome. Within 3 Business Days of Inspection Completion

⚠️  Do Not Return Without Authorisation

Please do not send any item to our returns address without first receiving written authorisation from Saf O’ Me. Unauthorised returns may not be accepted, and Saf O’ Me is not responsible for items sent without authorisation. Always wait for your Return Authorisation confirmation before dispatching.

13. NDIS and Government-Funded Purchases

Many Saf O’ Me devices are purchased through NDIS, My Aged Care, the Support at Home Programme, or other government-funded programs. The following applies to funded purchases:

 

  • Proof of purchase: Your plan manager’s invoice, funding confirmation, or service agreement is accepted as proof of purchase in place of a standard receipt.
  • Refunds for funded devices: Refunds are returned to the original funding source (plan manager or program account), not to the participant or guardian directly. We coordinate with your plan manager to ensure the refund is processed correctly under your funding agreement.
  • Change-of-mind returns: Funded device returns may be subject to your funding agreement’s conditions in addition to this policy. Check with your plan manager before initiating a change-of-mind return.
  • Guardian-initiated returns: Returns for devices used by minors or dependent adults may be submitted by their registered guardian or authorised carer, consistent with the account management structure in our Terms of Service.
  • ACL rights: ACL consumer guarantees apply to NDIS and government-funded purchases in the same way as any other purchase.
  • Privacy: NDIS participant data shared with us during a return is handled with the same protections as all personal data under our Privacy Policy. Data is shared with plan managers only to the extent necessary to process the refund.

14. Items Not Eligible for Return

The following are not eligible for change-of-mind returns under this policy (your ACL rights are not affected):

  • Devices that have been registered to a Saf O’ Me account and used, where the return request is for change of mind only
  • Devices with physical damage caused by misuse, modification, or accidents that occurred after delivery
  • Devices with the serial number, IMEI, or identifying markings removed or altered
  • Accessories (cables, lanyards, mounts) that have been used and show signs of wear
  • SIM cards, once activated
  • Safe Pro subscriptions: Monthly subscription fees are not refundable for change-of-mind once a billing period has commenced (see Section 8)
  • Custom or specially configured devices: Devices pre-configured to specific guardian/carer settings at the customer’s request may not be eligible for change-of-mind return

 

Important: The above exclusions do not apply to returns initiated under ACL consumer guarantees for major or minor product failures. If your device has a genuine fault, contact us regardless of the above.

15. Governing Law

This Returns Policy is governed by the laws of New South Wales, Australia, and the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Any dispute arising from this policy is subject to the jurisdiction of the courts of New South Wales.

If any provision of this Returns Policy is found unenforceable, the remainder continues in full force and effect. Our failure to enforce any provision does not constitute a waiver of that right.

16. Changes to This Policy

Saf O’ Me may update this Returns Policy to reflect changes to our products, services, or legal obligations. The Effective Date above will be updated when changes are made.

Changes do not affect the returns terms that applied at the time of your purchase. Your return rights are governed by the version of this policy in effect on your purchase date.

We will notify you of significant changes via email or in-app notice where they materially affect your return rights.

17. Contact Us

For all returns enquiries, requests, and questions:

🚨  Notifiable Data Breaches

Saf O’ Me — Returns & Support

Returns enquiries: info@safome.co  (subject: “Returns Request — [your name]”)

Warranty claims: info@safome.co  (subject: “Warranty Claim — [your name]”)

Privacy & data questions: privacy@safome.au

Returns address: Saf O’ Me Returns, 6/31a Garfield St, Wentworthville NSW 2145, Australia

Website: https://safome.au/

Response time: We aim to respond to all returns enquiries within 2 business days.

Related Documents

  • Warranty Policy — https://safome.au/warranty
  • Terms of Service — https://safome.au/terms
  • Privacy Policy — https://safome.au/privacy
  • Australian Consumer Law — https://www.accc.gov.au/consumers/consumer-rights-guarantees

Saf O’ Me  |  JHS Visionaries Pty Ltd  |  ABN 82 647 602 499

info@safome.co  ·  privacy@safome.au  ·  https://safome.au

Thank you for choosing Saf O’ Me.