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Return & Refund Policy
1. General Conditions
At Gentlemen's Caves, we are committed to your satisfaction. We understand that purchasing a safe is a significant investment, and our policy is designed to ensure a clear and transparent process for our customers.
2. Return of Goods
Due to the unique nature of our products, we maintain a strict 'No Returns' policy on all safe purchases. This policy is in place because safes are high-claim items that are costly and challenging to transport due to their size, weight, and the need for specialized handling.
3. Shipping Damage
If a product is damaged during shipping, the responsibility to file a claim rests with the carrier. Customers are advised to inspect the item thoroughly at the time of delivery. Should there be any damage evident on the product, the customer has the right and is advised to refuse delivery. In such instances, the refused item will be returned to us, and we will arrange for a replacement to be sent out at the earliest convenience.
As returns are not accepted, refunds are not typically provided. However, in the exceptional case of shipping damage where the customer has refused the item, we will work to rectify the situation by either providing a replacement or issuing a refund, subject to the confirmation of the damage and in accordance with our shipping insurance policies.
5. Reporting Damages
To report damages or file a claim for a refused delivery, the following steps must be taken:
- Refuse the delivery and inform the delivery personnel that you are doing so due to visible damage.
- Document the damage with clear photographs.
- Contact our customer service team within 24 hours of the refused delivery to report the issue and provide photographic evidence.
6. Contact Information
For any inquiries regarding our Return & Refund Policy, please contact our customer service department at:
- Email: Support@GentlemensCaves.com
- Phone: (229) 404-5499
- Business Hours: Mon - Fri, 8:00am - 5:30pm (GMT-4)
Weekend, 8:00am - 5:00pm (GMT-4)
We value your business and will endeavor to resolve any issues concerning shipping damage swiftly and satisfactorily.
Winchester Safes Limited Lifetime Warranty
We are proud to stand behind our products with the best safe warranty in the industry.
Safes made by Granite Security Products, Inc. (GSP) come with a limited lifetime warranty, beginning on the purchase date, against defects in materials and workmanship. The mechanical or electronic lock is warranted against defects in materials and workmanship for a period of two (2) years from the purchase date. (TS9, TS19, TS12, TS20, TS26 and TS36 have 1 year warranty) Proof of purchase is required to obtain service.
GSP may at its discretion, open or repair the damaged safe on location, provided it is located within 100 miles of a skilled safe technician. If the safe is damaged to the extent that it cannot be opened by normal means, then GSP will have the safe opened by a skilled safe technician to retrieve the owner’s belongings. The maximum expense to repair or open a safe is limited to $300.00 USD.
This warranty does not cover neglect, misuse, or abuse. It also does not cover damage caused by tampering with or altering of any part of the product (including, but not limited to, removing the safe door). It also does not cover consumables such as batteries for the electronic lock. The safe must not be housed in an enclosed swimming pool area. The safe is to be located in an area which is climate controlled and is to be installed as instructed in the Owner’s Manual.
The warranty on a Winchester Safe covers a product that is deemed new, undamaged and is in the exact same condition when it left our factory. When a safe is damaged by freight or dropped, it may have received structural damage to the unit that could compromise the integrity of the fire protection and/or security. In the case where we deem a product to have a invalid warranty, we will provide parts at a cost
The Limited Lifetime Warranty can be transferred, for a fee, to subsequent purchasers or owners with the prior written consent from GSP.
Certain exclusions to this warranty are: safes used in a commercial or industrial environment, water damage of any kind, paint finish, and loss or damage by any means of personal property inside the safe.
GSP provides this warranty in place of all other warranties and assurances whether expressed or implied. GSP accepts no liability for incidental or consequential damage or loss by anyone as a result of using this safe.
To activate this warranty, please fill out the registration card which came with your new safe and return to the address noted below or contact us at Support@GentlemensCaves.com to register online.
Granite Security Products, Inc.
Attn: Warranty Registration
2151 Heritage Parkway, Bldg 200
Mansfield, TX 76063
Warranty period for defects in materials and workmanship for mechanical or electronic locks
This excludes the TS-9, TS-12, TS-20, TS-26, TS-36
The report needs to be submitted within a 6 month period. We will replace, refund, or repair at our discretion
Shipping & Delivery Policy
Delivery Appointment: Within 2-10 business days, the delivery agent will contact you to arrange a convenient appointment for delivery.
Curbside Delivery: The price of your order includes curbside delivery, which means the safe will be delivered to the curb at the end of your driveway. Please note that this service does not include assistance with unpacking, moving the freight beyond the curbside, or disposal of packing materials.
Signature Requirement: Your signature will be required upon delivery to confirm receipt of the safe.
Important Steps Before Signing the Delivery Receipt:
Check Your Items: Before signing, ensure you have received the correct product.
Inspect for Damage: Examine the safe for any exterior damage, confirm that it opens correctly, and check that the interior is intact.
Document Damages: If any damage is found, please make detailed notes on the delivery receipt, and take detailed pictures.
Right to Refuse: Remember, it's important that you refuse the freight if you discover any damage. Should this occur, please call us immediately for further assistance. This is extremely rare, but it is important to be informed of what to do if it happens.
Your satisfaction is our top priority. If you have any questions or need further clarification, please don’t hesitate to reach out to us!