Refund policy

RETURN & WARRANTY POLICY

The Safe Civilian

OUR COMMITMENT

We stand behind every product we make. This policy exists because we're confident in our materials and craftsmanship—and because your safety depends on it.

RETURNS (REFUNDS)

Eligible for Return

  • Unworn, unactivated, in original packaging with all tags attached
  • Requested within 30 days of delivery
  • Original condition only (no visible wear, testing, or fitting)

Non-Returnable

  • Any item worn, fitted, tested, or activated
  • Body Armor & Ballistic Shields (once removed from sealed packaging—these require proper fit for protection; resale creates safety liability)
  • Panic Button Jewelry (once paired/activated with the app)
  • Clearance or final-sale items (marked at purchase)

Return Process

  • Initiate return within 30 days of delivery
  • Refund issued 5 business days after we receive and inspect item
  • Non-standard wear or damage: we may decline or deduct restocking fee 

7-YEAR WARRANTY

Body Armor & Ballistic Shields

All body armor and ballistic shields are backed by a 7-year manufacturer warranty from date of purchase, covering:

  • Manufacturing defects (stitching, delamination, material failure)
  • Material degradation under normal storage conditions
  • Ballistic integrity failures unrelated to user damage

What's NOT Covered

  • Damage from impact, misuse, or testing
  • Wear from regular use or improper storage (heat, moisture, UV exposure)
  • Modifications or repairs by non-authorized parties
  • Cosmetic wear (fading, scuffing) that doesn't affect protection

Warranty vs. Returns

The 7-year warranty covers manufacturing integrity. It does not extend the 30-day return window for change-of-mind or sizing issues. Once an item is worn or fitted, it's non-returnable—but remains under warranty for defects.

Filing a Warranty Claim

  1. Email photos and detailed description to hello@civilianco.com
  2. We inspect and determine coverage within 5 business days
  3. Approved claims: replacement or repair at no cost, shipping included
  4. Denied claims: we explain why and offer return under standard policy (if within 30 days)

FIT GUARANTEE (EXCHANGES)

Eligible for Exchange

  • Any protective apparel (body armor, shields, scarf) within 60 days
  • Reason: "Doesn't fit as expected" or "Wrong size"
  • No time limit on sizing errors on our end

Exchange Process

  • One exchange per order (subsequent exchanges subject to standard return terms)

Not Covered by Fit Guarantee

  • Change of mind on style/color (use standard returns)
  • Damage or wear from use/testing
  • Sizing errors after customer measured incorrectly

DEFECTS & DAMAGE IN SHIPMENT

Arrival Damage or Defects

  • Report within 7 days of delivery with photos
  • We replace at no cost, no return required
  • Prepaid return label for defective item (optional; we may not need it back)

SPECIAL CASES

Gifts

  • Exchanges allowed with proof of purchase (email, order number, or credit card ending)
  • Refunds require original purchaser to initiate

Panic Button Jewelry (Launching August 2026)

  • 30-day return if unopened
  • Once unboxed and paired with app: final sale (digital pairing = activated)
  • Defects covered under warranty; contact support 

Slashproof Scarf & Fashion Items

  • Standard 30-day return: unworn, original condition, original tags attached
  • Full refund or exchange

WHAT WE DON'T COVER

  • Change of mind (after 30 days or on non-returnable items)
  • Wear from normal use or testing
  • Damage from misuse, accidents, or improper care
  • Custom or personalized orders
  • Shipping costs on refunds (customer pays; we provide label)

WHY PROTECTIVE APPAREL IS FINAL SALE ONCE WORN

Body armor, ballistic shields, and slash-resistant products cannot be re-sold once fitted or worn.  We back everything with a 7-year warranty instead.

QUESTIONS?

Contact hello@civilianco.com or reply to your order confirmation email. We will respond within 24 hours.