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Return & Refund Policy
Last Updated: November 17, 2025
Your Satisfaction Matters: At SAFEGUARDAI (MIRA) LTD, we want you to be completely satisfied with your Mira smart home enhancement system. This policy explains your rights regarding returns, refunds, and our satisfaction guarantee.
1. Your Consumer Rights
As a UK consumer, you have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These rights cannot be taken away, and this policy provides additional benefits beyond your statutory rights.
1.1 Statutory Cancellation Right
You have the right to cancel your order within 14 days of receiving your Mira device without giving any reason. This is your statutory "cooling-off period."
1.2 Faulty or Misdescribed Goods
If your Mira device is faulty, not as described, or does not meet satisfactory quality standards, you have additional rights to repair, replacement, or refund under the Consumer Rights Act 2015.
2. Beta Testing Program - Extended Return Period
Enhanced Protection for Beta Participants
Because Mira is currently in our Beta Testing Program, we offer extended return rights beyond your statutory entitlements:
- 90-Day Trial Period: Beta participants can return Mira for any reason within 90 days of delivery
- Full Refund Guarantee: Receive a complete refund of your purchase price (excluding shipping)
- No Questions Asked: Simply tell us you'd like to return it - you don't need to provide a detailed reason
- Easy Return Process: We'll provide a prepaid return label
3. How to Return Your Mira Device
Return Process
1
Contact Us
Email us at info@safeguardai.shop or call us with:
- Your order number
- Name and email address
- Reason for return (optional but helpful for improvement)
2
Receive Return Authorization
We'll send you:
- Return authorization number (RMA)
- Prepaid return shipping label
- Instructions for packaging
We typically respond within 1 business day
3
Pack Your Device
Package your Mira device securely:
- Use original packaging if possible (not required)
- Include all accessories, cables, and manuals
- Ensure device is clean and undamaged
- Place return label on outside of package
4
Ship Your Return
Drop off your package at any Royal Mail location or arrange collection. Track your return using the tracking number provided.
5
Receive Your Refund
Once we receive and inspect your return:
- We'll process your refund within 5 business days
- Refund will go to your original payment method
- You'll receive email confirmation
- Allow 5-10 business days for refund to appear
4. Refund Details
4.1 What's Refunded
You will receive a full refund of:
- Device purchase price
- VAT paid
- Original standard shipping cost (if within statutory 14-day cancellation period)
4.2 What's Not Refunded
- Original shipping costs (except within statutory 14-day period)
- Return shipping costs (we provide prepaid label for beta returns)
- Professional installation fees (if you arranged independently)
- Expedited or premium shipping upgrades
4.3 Refund Method
Refunds are issued to your original payment method. If this is not possible (e.g., expired card), we will contact you to arrange an alternative refund method.
5. Condition Requirements
5.1 Acceptable Condition
To receive a full refund, your Mira device must be:
- Complete: All original components included (device, power cable, mounting hardware, user manual)
- Clean: Reasonably clean and free from excessive wear
- Undamaged: No physical damage beyond normal testing use
- Functional: Powers on and operates (unless faulty)
5.2 Diminished Value Deduction
If the device is returned damaged or with missing components due to handling beyond what's necessary to test the product, we may deduct a reasonable amount from your refund to reflect the diminished value. This does NOT apply if the device is faulty.
Examples of acceptable handling:
- Installing and testing the device as intended
- Normal setup and configuration
- Opening all original packaging
Examples of excessive handling that may affect refund:
- Physical damage from drops or mishandling
- Missing accessories or packaging
- Evidence of attempted repair or modification
- Excessive wear inconsistent with testing period
6. Exchanges
6.1 Defective Product Exchange
If your Mira device is defective, we will:
- Replace it with a new device at no charge
- Provide prepaid shipping both ways
- Expedite the replacement shipment
6.2 Non-Defective Exchanges
We do not currently offer direct exchanges for non-defective products. If you wish to exchange for a different model or configuration (when available), you must:
- Return your current device for a refund
- Place a new order for the desired product
7. Warranty Repairs vs. Returns
7.1 Warranty Service
If your device develops a fault after the return period, it may be covered under our 12-month limited warranty. See our Terms of Service for warranty details.
7.2 Choosing Between Return and Warranty
Within the return period, you can choose either:
- Return for refund: Get your money back
- Warranty replacement: Receive a replacement device
After the return period, warranty service is your option for faulty devices.
8. Special Circumstances
8.1 Professional Installation
If you opted for professional installation:
- You can still return the device within the return period
- Installation fees are non-refundable
- You may be responsible for uninstallation costs
8.2 Promotional Items and Gifts
If your purchase included promotional items or gifts with purchase:
- All promotional items must be returned for a full refund
- If promotional items are missing, we may deduct their retail value
8.3 Beta Program Benefits
If you received special beta pricing or benefits:
- Your refund will reflect the amount you actually paid
- Special beta access does not affect your right to return
9. Refused or Undeliverable Returns
9.1 Refused Delivery
If you refuse delivery of your Mira device:
- We will refund your purchase price minus return shipping costs
- Original shipping charges are non-refundable
- Process as soon as device returns to our facility
9.2 Undeliverable Returns
If your order is returned as undeliverable:
- We'll contact you to arrange re-delivery
- You may be charged for re-shipping if due to incorrect address
- If you decline re-delivery, normal return policy applies
10. Cancellation Before Shipping
10.1 Pre-Shipment Cancellation
You can cancel your order before it ships:
- Contact us immediately at info@safeguardai.shop
- If we haven't shipped yet, we'll cancel and refund 100% (including shipping)
- Refund processed within 3 business days
10.2 Pre-Order Cancellations
For pre-orders or waitlist items:
- You can cancel anytime before shipping
- Full refund including any deposit or pre-payment
- No cancellation fees
11. Missing or Damaged in Transit
11.1 Lost Packages
If your package is lost in transit:
- Contact us within 10 days of expected delivery
- We'll file a carrier claim
- We'll send a replacement or issue a full refund
11.2 Damaged on Arrival
If your device arrives damaged:
- Document damage: Take photos of box and device
- Contact us immediately: Within 48 hours of delivery
- Keep all packaging: May be needed for carrier claim
- We'll replace or refund: Your choice, at no cost to you
12. Wrong Item Shipped
If we shipped the wrong item:
- We'll send the correct item immediately at no charge
- Provide prepaid label to return wrong item
- Or issue a full refund if you prefer
- This is entirely our error - you won't be charged anything
13. Subscription Services (Future)
If you subscribe to future subscription services (e.g., premium AI features, extended warranties):
- Subscription fees are non-refundable after the service period begins
- You can cancel subscription at any time for future periods
- No refunds for partial month usage
- Separate subscription terms will apply
14. Exceptions and Non-Returnable Items
The following cannot be returned for refund (unless faulty):
- Digital products or software licenses (once accessed or activated)
- Personalized or custom-configured devices
- Items marked as "final sale" or "non-returnable" at purchase
- Gift cards or promotional codes
Note: These exceptions do NOT affect your statutory rights for faulty goods.
15. Return Shipping
15.1 Beta Program Returns
For beta participants within the 90-day period:
- We provide a prepaid return label
- Free return shipping via Royal Mail
15.2 Statutory Right of Cancellation (14 days)
If exercising your statutory right to cancel within 14 days:
- We'll provide prepaid return label
- You're not charged for return shipping
15.3 Faulty Items
If returning a faulty device:
- Free return shipping (prepaid label provided)
- Applies at any time during warranty period
15.4 Other Returns
For returns outside the above categories:
- You're responsible for return shipping costs
- We recommend tracked, insured shipping
- You bear risk of loss until we receive the item
16. Processing Times
16.1 Return Inspection
- Inspection: Within 2 business days of receipt
- Refund processing: Within 5 business days after inspection
- Bank processing: Additional 5-10 business days
16.2 Replacement Shipping
- Defective exchanges: Ship within 1 business day of receiving return
- Standard delivery: 3-5 business days
17. Contact Information for Returns
18. Your Statutory Rights
Important: This return and refund policy provides benefits in addition to your statutory consumer rights. Nothing in this policy affects your statutory rights under UK consumer protection law, including:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Sale of Goods Act 1979 (as amended)
If you have concerns about your consumer rights, you can contact the Citizens Advice Consumer Service at www.citizensadvice.org.uk or call 0808 223 1133.
19. Changes to This Policy
We may update this Return and Refund Policy from time to time. Changes will:
- Be posted on this page with a new "Last Updated" date
- Not affect returns already in process
- Not reduce your statutory rights
For purchases made before policy changes, the policy in effect at time of purchase applies.
This Return and Refund Policy complies with UK consumer protection regulations and is designed to provide you with fair treatment and transparency in all return and refund matters.