SAFETY GEAR HUB (U) LIMITED

Company Registration No.: 80034532665016

Address: Kireka–Namugongo Road, Next to JESSA | P.O. Box 170755, Kampala GPO, Uganda

Tel: +256 200 921155 | +256 700 575149

Email: safetygearhub7@gmail.com | Website: www.safetygearhub.com

RETURN, REFUND & EXCHANGE POLICY

1. Policy Statement & Scope

1.1 Policy Statement

Safety Gear Hub (U) Limited is committed to supplying genuine, high-quality Personal Protective Equipment (PPE), fire safety equipment, industrial safety products, workplace safety solutions, and security products that meet customer expectations.

We understand that customers may occasionally need to return or exchange purchased products. This policy explains the conditions under which products may be returned, exchanged, repaired, or refunded, ensuring fairness to both our customers and our company.

1.2 Scope

This policy applies to all purchases made directly from Safety Gear Hub via:

• The company showroom or sales representatives.

• Corporate quotations, telephone, or email orders.

• Online orders and website purchases.

2. Product Eligibility Guidelines

To easily determine if a product can be returned, please refer to the criteria below:

2.1 Eligible for Return

Products qualify for a return or exchange only if they meet all of the following conditions:

• Returned within 7 calendar days from the delivery or collection date.

• Completely unused and in their original, pristine condition.

• Free from scratches, damage, alterations, or signs of misuse.

• Packed in the original packaging with all labels, manuals, and accessories included.

• Accompanied by the original invoice or proof of purchase.

⚠️ Note: Safety Gear Hub reserves the right to thoroughly inspect every returned item before approving a refund or exchange.

2.2 Strictly Non-Returnable Items

For hygiene, health, safety, or custom manufacturing reasons, the following products cannot be returned unless they were supplied incorrectly or found to be inherently defective:

• Hygiene & Personal Protection: Disposable face masks, opened/used respirators, disposable gloves, earplugs, disposable coveralls, and gas cartridges (once opened).

• Medical Supplies: First aid consumables and sterile medical products.

• Custom & Special Orders: Custom-branded PPE, safety signs printed to customer specifications, and special-order products.

• Promotions: Clearance or promotional sale items.

3. Damaged, Defective, or Incorrect Deliveries

Customers must inspect all goods immediately upon receipt.

• Notification Window: If products arrive damaged during transport, are defective, have missing components, or are incorrectly supplied, you must notify Safety Gear Hub (U) Limited within 48 hours.

• Resolution Options: Following an inspection, Safety Gear Hub will resolve the issue by:

  • Replacing the product.

  • Repairing the product (where applicable).

  • Supplying the missing components.

  • Issuing a full or partial refund.

4. Exchanges & Refunds

4.1 Exchange Policy

Eligible products may be exchanged for a different size, colour, or model, subject to stock availability.

• Higher Value: The customer pays the price difference.

• Lower Value: A credit note may be issued where applicable.

4.2 Refund Policy

• Processing Time: Approved refunds are processed within 5–10 business days via the original payment method where possible.

• Non-Refundable Fees: Delivery, courier, transport, installation, servicing, or handling charges are non-refundable unless the return is due to an error made by Safety Gear Hub (U) Limited.

5. Warranty & Liability

5.1 Manufacturer Warranty

Many of our technical products (including fire extinguishers, gas detectors, safety harnesses, electronic safety devices, industrial equipment, and measuring instruments) are covered by manufacturer warranties.

• Warranty claims are strictly subject to the manufacturer’s specific terms.

• Exclusions: Damage caused by misuse, negligence, accidents, unauthorized repairs, improper installation, or normal wear and tear is not covered.

5.2 Limitation of Liability

Safety Gear Hub (U) Limited shall not be held responsible for losses or damages resulting from incorrect installation, product misuse, improper storage, unauthorized modifications, failure to follow operating instructions, or normal wear and tear.

Our maximum liability shall not exceed the original purchase price of the product unless otherwise required by the laws of the Republic of Uganda.

6. Stakeholder Responsibilities

┌────────────────────────────────────────┐     ┌────────────────────────────────────────┐
│        CUSTOMER RESPONSIBILITIES       │     │       SAFETY GEAR HUB COMMITMENTS      │
├────────────────────────────────────────┤     ├────────────────────────────────────────┤
│ • Inspect products upon delivery       │     │ • Supply genuine, quality products     │
│ • Use goods per manufacturer guidance │     │ • Provide professional support         │
│ • Maintain products properly           │     │ • Process eligible returns promptly    │
│ • Report defects within 48 hours       │     │ • Honour applicable warranties         │
│ • Retain original proof of purchase    │     │ • Resolve concerns fairly             │
└────────────────────────────────────────┘     └────────────────────────────────────────┘

7. Step-by-Step Return Procedure

[Step 1: Contact] ────> [Step 2: Provide Info] ────> [Step 3: Review] ────> [Step 4: Send Item] ────> [Step 5: Resolution]

1. Contact Us: Reach out to our Customer Service Department.

2. Provide Details: Supply your invoice number, proof of purchase, reason for return, and product photographs (if applicable).

3. Internal Review: Our customer service team will review your request and issue return instructions.

4. Product Return: Deliver the product back to our head office or send it via an approved courier.

5. Inspection & Outcome: Following inspection, we will notify you of the outcome and finalize your replacement, exchange, repair, or refund.

CUSTOMER SUPPORT & COMMITMENT

Contact Information

• Head Office: Kireka–Namugongo Road, Next to JESSA, Kampala, Uganda

• Postal Address: P.O. Box 170755, Kampala GPO, Uganda

• Customer Care Landline: +256 200 921155

• Customer Care Mobile: +256 700 575149

• Email: safetygearhub7@gmail.com

• Website: www.safetygearhub.com

Our Commitment

At Safety Gear Hub (U) Limited, we believe safety begins with quality. We are committed to delivering reliable safety products, dependable after-sales support, and exceptional customer service. Your confidence in our products is the foundation of our business, and we strive to build long-term relationships through professionalism, integrity, and excellence.