Return and Refund Policy

Effective Date: 13/08/2026 · Last Updated: 25/09/2026

1. Overview (Quick Reference)

Return Window: 30 days from delivery
Product Condition Accepted: New, unused, undamaged, and in original packaging for change-of-mind returns; defective, damaged, or incorrect items are handled separately as described below
Return Method: By mail or freight carrier, depending on product size and weight
Return Shipping Cost: Customer pays for change-of-mind returns; Fortiva Safe covers reasonable return shipping costs for verified defective, damaged, or incorrect items
Restocking Fee: 25% for eligible change-of-mind returns; 0% for defective, damaged, or incorrect items
Refund Processing Time: 5–10 business days after we receive and inspect the returned item
Refund Method: Original payment method
Exchanges: Accepted for defective, damaged, or incorrect items
Made-to-Order Products: Cancellable free of charge within 24 hours of ordering; not eligible for change-of-mind returns (see Sections 7.5 and 10)

2. Scope and Intent

This Return and Refund Policy applies to purchases made through the Fortiva Safe website located at fortivasafe.com ("Website") and shipped to customers within the contiguous 48 United States and Washington, D.C.

3. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

Email: support@fortivasafe.com

Phone: +1 217 439 6948

Address:
254 Chapman Rd, Ste 208 #28562
Newark, DE 19702
United States

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

4. Return Eligibility

Customers may request to return eligible products within 30 days of delivery, subject to the conditions outlined below. We accept eligible returns for both defective and non-defective products.

4.1 Conditions for Return

For Non-Defective Returns (Change of Mind): The product must be unused, undamaged, and in the same condition in which it was received. It must be returned in its original packaging with all included accessories, manuals, labels, and other components.

For Defective or Damaged Returns: Please contact us promptly and provide photographs or videos documenting the defect or damage. We will review the claim and provide appropriate instructions.

Proof of Purchase: A valid order number, receipt, or other proof of purchase is required for all returns.

5. Return Process

5.1 Initiating a Return

Contact Customer Service: Email us at support@fortivasafe.com or call +1 217 439 6948 within 30 days of receiving your order.

Please provide your order number, the product you wish to return, and a detailed reason for the return.

Return Authorization: After reviewing your request, we will provide return instructions and a Return Merchandise Authorization (RMA) number if applicable.

Please do not ship a product back before receiving return instructions from us.

Eligible change-of-mind returns are subject to a 25% restocking fee, which will be deducted from the refund.

5.2 Preparing Your Return

Package the Item Safely: Securely package the product in its original packaging with all accessories, manuals, components, and included materials.

Include Documentation: Include any return authorization information or documentation requested by our Customer Service team.

Return Shipping: For change-of-mind returns, the customer is responsible for arranging and paying for return shipping.

For verified defective, damaged, or incorrect products, Fortiva Safe will arrange or cover reasonable return shipping costs, where a physical return is required.

5.3 Shipping the Return

Method: Returns must be shipped using an appropriate trackable parcel or freight carrier based on the size, weight, and nature of the product.

Large safes and vault doors may require LTL freight return transportation. We will provide the applicable return instructions after approving your request.

Return Window: Once your return is authorized, the product should generally be shipped within 10 business days unless otherwise instructed.

6. Return Shipping Costs and Fees

Return Shipping Costs — Change of Mind: The customer is responsible for return shipping costs.

Return Shipping Costs — Defective, Damaged, or Incorrect Items: Fortiva Safe covers reasonable return shipping costs for verified eligible claims where a return is required.

Restocking Fees: A 25% restocking fee applies to eligible change-of-mind returns.

No restocking fee applies to verified defective, damaged, or incorrect items.

Original shipping, freight, liftgate, inside-delivery, white-glove, installation, or other special-service charges may be non-refundable on change-of-mind returns where those services have already been performed.

7. Specific Return and Refund Conditions

7.1 Returns Due to Change of Mind (Non-Defective Products)

Eligibility: Products must be unused, undamaged, and in their original packaging with all included components.

The return request must be made within 30 days of delivery.

Refund: An approved refund will be issued to the original payment method, minus the applicable 25% restocking fee and any other non-refundable charges disclosed under this Policy.

Return shipping is the customer's responsibility.

7.2 Defective or Damaged Goods

Shipping Damage: Contact us within 48 hours of delivery if your shipment arrives visibly damaged.

For freight deliveries, please inspect the shipment before signing whenever reasonably possible and note any visible damage on the delivery receipt.

Defects Discovered Later: Contact us as soon as reasonably possible after discovering a suspected product defect. Manufacturer warranty terms may apply depending on the product and nature of the issue.

Documentation: We may request photographs, videos, serial numbers, packaging photographs, delivery receipts, or other reasonable documentation to evaluate the claim.

Resolution: Depending on the circumstances, the appropriate resolution may include replacement parts, repair, replacement, or a refund.

No restocking fee applies to verified defective, damaged, or incorrect products.

7.3 Incorrect Product Received

If you receive a product different from what you ordered, please contact us immediately.

We will work with the applicable manufacturer or fulfillment partner to arrange for the incorrect product to be returned, when necessary, at no additional cost to you and arrange an appropriate replacement or refund.

7.4 Product Never Arrived

If your product does not arrive within the estimated delivery window, please contact us.

We will investigate the shipment with the applicable carrier, manufacturer, or fulfillment partner.

If the shipment is confirmed lost, we will arrange an appropriate replacement or issue a full refund.

7.5 Order Cancellation

Before Shipment: You may request cancellation within 24 hours of placing your order, provided the order has not already entered fulfillment or shipped.

If successfully cancelled before fulfillment, you will receive a full refund.

Made-to-Order Products: Some products are built to order by the manufacturer, such as safes in a special color finish. These products are identified as made to order on the product page before purchase. A made-to-order product may be cancelled free of charge within 24 hours of placing your order. After 24 hours, the order is placed with the manufacturer and can no longer be cancelled or refunded, except as described in this Policy for products that arrive defective, damaged, or incorrect.

After Fulfillment or Shipment: Once an order has entered fulfillment or has shipped, cancellation may no longer be possible. You will need to follow the applicable return process after receiving the product.

A 25% restocking fee may apply to eligible change-of-mind returns after shipment, along with applicable return shipping costs.

8. Refunds

8.1 Refund Conditions

Approval: Refunds are generally issued after the returned product has been received and inspected.

Notification: We will notify you by email regarding the approval or rejection of your refund.

Condition: Non-defective products must meet the return eligibility requirements described in this Policy.

8.2 Refund Processing

Method: Approved refunds will be issued to the original payment method used for the purchase.

Processing Time: After receiving and inspecting an eligible returned product, we will generally initiate the approved refund within 5–10 business days.

After we issue the refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

8.3 Partial Refunds

Partial refunds may be issued where appropriate, including for:

Condition Issues: Non-defective products returned with missing components, damaged packaging, or other condition issues not caused by Fortiva Safe, the manufacturer, supplier, or carrier.

Late Returns: Returns shipped outside the authorized return timeframe may be refused or subject to additional deductions where permitted by applicable law.

9. Exchanges

We accept exchanges for eligible products that are defective, damaged, or incorrect.

To request an exchange, contact us at support@fortivasafe.com.

Product availability may affect whether a replacement can be provided. If an appropriate replacement is unavailable, we may offer a refund instead.

10. Non-Returnable Items

The following products are generally not eligible for change-of-mind returns:

Custom or personalized products
Made-to-order or specially configured products, including safes in a special color finish, where identified as made to order on the product page before purchase
Products marked "Final Sale"
Products that have been installed, modified, altered, or used
Products returned without required original packaging where safe freight return is not reasonably possible

These exclusions do not limit rights you may have regarding products that arrive defective, damaged, incorrect, or otherwise covered by applicable law.

11. Timelines

Return Window: 30 days from delivery
Damaged Package Reporting: Within 48 hours of delivery
Authorized Return Shipment: Generally within 10 business days after receiving return authorization
Refund Processing Time: 5–10 business days after receiving and inspecting the returned product

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

13. Questions and Support

Fortiva Safe
Operated by Etchandy LLC

Phone: +1 217 439 6948

Email: support@fortivasafe.com

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

Address:
254 Chapman Rd, Ste 208 #28562
Newark, DE 19702
United States

Website: fortivasafe.com

Note: By making a purchase through our Website, you acknowledge and agree to this Return and Refund Policy, subject to applicable law.