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Refund Policy

Custom Manufacture / Order Cancellation / Damages and Issues

Custom Manufacture / Order Cancellation / Damages and Issues

 

1.  Custom Made-to-Order Timeline

All safe2dock fenders are custom-manufactured by hand to your exact specifications. We do not hold standard inventory or warehouse stock. Because these items are built exclusively for you, please ensure you review your selections carefully before purchasing.

  • Production Time: Manufacturing takes up to 28 working days from the date your order is finalized.

  • Transit & Logistics: Standard dock fenders deflate to take up minimal room for transit efficiency. Oversized custom commissions (such as sub fenders) exceed standard logistics dimensions and are handled separately as dedicated, special air freight consignments taking up to 7 working days to your door.

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2.  Order Confirmation & The 7-Day Cancellation Window

  • The Stand-Down Grace Period: Because incoming merchant clearings (Stripe, PayPal, etc.) take up to 7 days to fully process into our accounts, you have a strict 7-day grace period from your initial checkout date to request a cancellation.

  • The Irreversible Production Trigger: Once this 7-day window closes, engineering designs are undertaken, CAD drawings/renderings are produced, or raw materials are allocated to your custom build, the order represents an irreversible commission. Beyond this point, production cannot be halted, modified, or cancelled, and refunds are strictly unavailable.

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3.  Cancellations & Refund Deductions (Within the 7-Day Window)

If you choose to cancel your order strictly within the allowed 7-day stand-down window, you will receive a refund of your funds less a 15% cancellation fee, design labor, and administrative costs. These non-negotiable deductions cover sunk expenses outside our control, including:

  • Non-refundable inward and reversal transaction fees charged by merchant processors (Stripe, PayPal, Visa, etc.).

  • Inward and reversal foreign exchange (FX) conversion overheads.

  • Dedicated design labor, engineering overhead, or CAD rendering expenses incurred.

  • A flat administrative handling fee of US$100 per item ordered/purchased.

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4. Ship+Transit Care & Undelivered Consignments

We include Ship+Transit Care Worldwide on all retail orders. This fully covers your custom consignment against theft, damage, or loss while in transit up until the moment it reaches your destination.

  • Undelivered or Lost Shipments: In the rare event that a consignment is verified by the carrier as lost in transit, stolen prior to delivery, or permanently undelivered, safe2dock will immediately initiate a priority replacement build at zero additional cost to you.

  • Remedy Limitation: Because our products are completely custom-built, our Transit Care protocol covers full product replication and replacement only. Outright financial refunds are not issued for transit delays or carrier losses.

  • Handoff of Liability: Protection remains active strictly until physical delivery occurs. Once a consignment has been delivered and physically signed for at your nominated delivery address, all ownership, risk, and structural liability pass entirely to you, the customer, in accordance with Section 14 of our Terms & Conditions.

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5.  Unauthorized Card Disputes & Chargeback Penalties

Any attempt to bypass our standard 7-day cancellation protocol by filing an immediate dispute or "chargeback" with your credit card issuer constitutes an explicit breach of this purchase contract.

In the event of an unauthorized chargeback filed during the 7-day merchant clearing window, the customer explicitly acknowledges and agrees that Roberts Brothers International Ltd shall recover all associated operational losses directly from the initial transaction funds. This includes a mandatory US$100 Chargeback Administration Fee per item ordered/purchased, the original merchant processing fees, the reversal penalty fees levied by Stripe/PayPal, and all dual-way foreign exchange (FX) conversion losses.

Furthermore, safe2dock reserves the right to issue legitimate refunds via international bank wire transfer to verify the legal identity of the cardholder and prevent international e-commerce fraud. Refusal to provide standard SWIFT/IBAN wire details to facilitate a lawful refund will result in the immediate forfeiture of the administrative portion of the transaction to cover ongoing merchant account hold overheads.

 

6.  Acceptance of Terms:

By checking the policy agreement box on our Checkout page and proceeding with your payment, you officially agree to safe2dock’s custom manufacturing timelines, transit care remedy limitations, and refund cancellation restrictions. For full details, exclusions, and financial limits, please refer to Section 21 of our official Terms & Conditions.

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