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Questions about damage and defects

What happens if the item I ordered arrives damaged?

In the unlikely event that the item you receive is damaged please ensure you Contact Us within 24 hours. We will arrange collection and a replacement product to be sent to you.

Damage to a safe or product

  • All items must be opened and checked for damages or missing items upon arrival. Any damages or discrepancies must be informed to us within 24 hours so that we can process a claim with the courier company. To comply with our couriers regulations all packaging must be kept and the item must not be moved to a different address. Failure to comply with the aforementioned will invalidate a damage claim. You may be required to provide digital images to allow us to claim.
  • Simply Safes require a signature to accept delivery and this signature will be used as a proof that delivery was accepted. Any damage or missing items must be advised within 24 hours of delivery to us on our sales number. We are unable to process any claims after this period has elapsed.
  • Expected delivery dates are shown on our website and are shown only as a guide. Simply Safes cannot be held liable for any loss of business, income, losses, cost, damages, charges or expenses that may result from later delivery.

Damage during Installation

  • Safes purchased from Simply Safes may be very heavy, in this respect it is wholly the buyers responsibility to ensure that any floor loading restrictions are adhered to. We cannot be held responsible for any loss or damage as a result of floor loading limited being exceeded.
  • Where Simply Safes offers an installation service this will be arranged with a qualified installer. Simply Safes can not be held responsible for any loss, damage or expenses incurred as a result of or during product installation.

My order has been delivered incomplete, what now?

If you have ordered several products, they may be shipped from different warehouses. Partial deliveries are indicated on the dispatch notification you receive by e-mail. 

If you do feel that something is missing from the delivery, please Contact Us immediately so we can check the exact status of your delivery.

My safe will not open even though it says there is enough battery power, what should I do?

Even if the safe says the batteries are not low and the keypad is omitting sounds, we would recommend changing the batteries with brand new ones before calling us.

My key lock safe will not open even though I have the correct keys, what should I do?

Never force the safe open with a key, safe keys only have one way up of opening the safe. If you do force the key you run the risk of it breaking off in the lock.

What happens if I lose the keys to my safe?

If you lose the keys to the safe you have, you will need to show us proof that you purchased the safe from us. For certain manufacturers it is possible to get replacement keys such as Arregui or Sentry Safes. Note it is not possible on high security safes to get replacement keys without copying an original.

What happens if I forget the code on my safe?

If you have purchased a safe with an electronic lock and it has an emergency key we recommend you use the key to open the safe and then change the code. If you have a fire safe it is sometimes possible to get a manufacturer override code. NOTE: You will need the serial number of the safe in order for this to be provided.

High security safes will not have an emergency code so you will need to ensure you remember the code.

The bottom of my safe is damaged, is that normal?

In particular, heavier safes (from about 50 kg) are not or not attractively painted at the bottom. This is normal and has everything to do with the production method of a safe.

Production method of a safe

Basically, a safe consists of a body (double-walled steel box) and a door.

Both are filled with barrier material. Depending on the type of safe, this filling material consists of a combination of steel plates, concrete supplemented with steel fibres, twisted iron bars, plastics, wood, etc. After the vault is filled, it almost reaches its final weight and is too heavy to be lifted. In the production line, from this point on, the vault is transported through the plant via a pallet, product platform or roller conveyor. Also in the lacquering line, the vault remains on the bottom and all sides except the bottom are lacquered.

After the paint is dry, the safe arrives at the final assembly where locking hardware, latch, shots and lock are fitted. The certification plate is applied and after a final check, the safe is packed and strapped onto a pallet for transport to (eventually) the end user. So it is perfectly normal for the safe to be unvarnished on the underside and possibly have scratches. Incidentally, these scratches may also have been caused during transport by nails in the pallet.