Refund policy

 

30-Day Satisfaction Guarantee & Hardware Return Standards 

 

At SafeOwl, Inc. (“SafeOwl”), we are committed to providing premium, highly secure products designed to protect your child and bring peace of mind to your family. We stand behind our SafeOwl smartwatch and companion services. If you are not completely satisfied with your purchase, you may request a return or replacement in accordance with the terms and conditions outlined below. This Return Policy is designed to operate seamlessly alongside our Shipping Policy and COPPA-compliant Privacy Guidelines. 

 

1. 30-Day Return Window & Eligibility 

We offer a 30-day satisfaction guarantee on all hardware devices and accessories purchased directly from our official e-commerce website. The return window begins on the day of purchase, as verified by your purchase receipt. To qualify for a refund or a replacement, the returned items must fall into one of the following categories: 

  • Unopened and Factory-Sealed Products: Products returned in their original, unopened, and sealed packaging will receive a full refund of the purchase price (excluding original shipping fees).
  • Opened and Lightly Used Products: Products returned with opened packaging are subject to a meticulous hardware and software diagnostic check at our support center. To receive a refund, the watch must be in "like-new" condition, with no physical, cosmetic, or liquid damage. It must be returned with all original components, including the device, straps, charging cable, packaging, user guides, key chains and the provided SIM kit. 

 

2. Strict Exclusions & Non-Refundable Items 

To protect product integrity and prevent fraud, certain damages and services are strictly excluded from refund or warranty replacement coverage: 

  • Liquid Damage Exclusion: The SafeOwl smartwatch contains internal moisture indicators. In strict accordance with our manufacturer warranty, any form of liquid intrusion, moisture exposure, or water damage is completely excluded from coverage and is ineligible for return, refund, or repair, regardless of the device’s ingress protection rating.
  • Physical Damage and Wear: Devices showing signs of physical abuse, cracked screens, deep scratches, unauthorized hardware modifications, or excessive wear and tear are ineligible for a refund and will be rejected by our Dallas triage team.
  • Cellular Service Fees and Subscription: Your cellular service is provided directly through our partner carrier, Gigs Wireless, LLC (“Gigs”). While SafeOwl facilitates watch connectivity, Gigs is an independent cellular subscription provider. All cellular activation fees, monthly subscription charges, and data fees are completely non-refundable through SafeOwl. Returning your SafeOwl watch does not automatically cancel your cellular plan. To cancel a monthly subscription and prevent ongoing automatic billing, parents must log into their account portal directly or contact Customer Support. 

 

3. Step-by-Step Return Process (RMA) 

To ensure your return is processed efficiently, securely, and in full compliance with data regulations, you must strictly follow this step-by-step RMA procedure:

  1. Step 1: Obtain a Return Merchandise Authorization (RMA)
    Contact the SafeOwl Support Team at support@safeowl.com to initiate your return. Our team will verify your proof of purchase and issue an official RMA number and return form. Returns sent to our customer support center without an active, authorized RMA number will be rejected and returned to the sender.
  2. Step 2: Pack and Ship the Device Prepaid
    All returned items must be packaged securely in a protective box. The customer must ship the package prepaid (at the customer's expense) to our Dallas service center. We highly recommend using a trackable shipping method (such as USPS Priority Mail, FedEx, or UPS) and purchasing shipping insurance. SafeOwl, Inc. is not liable for products lost or damaged during transit to our facilities.
  3. Step 3: Testing and Processing
    Once received by our customer support center , our technicians will inspect and test the device. We use software diagnostic suites and testing to verify that all hardware components are fully functional. This testing and triage process takes 5 to 7 business days from receipt of the package.
  4. Step 4: Refund or Replacement Issuance
    Upon successful inspection, refunds will be issued to the original payment method (such as Apple Pay, Google Pay, Klarna, PayPal, ShopPay, or your credit card) within 5 to 7 business days. If you are receiving a warranty replacement, a new or certified like-new device will be shipped to you via standard domestic shipping at no cost. 

 

4. Safe Harbor Data Purge & Account Unbinding 

In accordance with COPPA standards and our privacy commitments, returned devices undergo complete data sanitization. Upon receipt and RMA authorization, SafeOwl will unbind the watch from your parent account and permanently remove personal data associated with the device from our active systems. For complete details on how we handle and delete child data, please view our Privacy Policy. 

 

All returns and hardware purchases are governed by the SafeOwl Terms of Service, which include binding arbitration and governing law provisions. For questions regarding returns, warranty claims, or to obtain an RMA, please contact us at support@safeowl.com. 

Last update: 09/14/2026