General Warranty https://www.mesasafe.com/technical-support/warranty.html 

   Gun Safe Warranty https://www.mesasafe.com/technical-support/gun-warranty.html 

   MD-Series Warranty https://www.mesasafe.com/technical-support/MD-warranty.html 

https://www.mesasafe.com/customer-care/register.php

https://www.mesasafe.com/customer-care/rebate.html 

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: Any item not in its original condition, is damaged or missing parts for reasons not due to our error, and any item that is returned more than 30 days after delivery.

Cancellation & Refund

Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below). 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days

If you have questions, please send an email to sales@homepowerdirect.com or call us at (678) 403-6021

Cancellations of Custom Orders

In the event, you have made a custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. 

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Returns

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Home Power Direct's control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times.

Warranty 

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Chargebacks

We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. 

If you have questions, please send an email to sales@homepowerdirect.com or call us at (678) 403-6021

How Do I Use My Override Key?

Manual over ride keys are only available with electronic keypads on specific models. To access the key slot, you will first remove the faceplate of the keypad by peeling back the black oval Mesa emblem above the number 2 button and unscrewing the Phillip’s head screw. Once the screw is removed, pull back on the chrome/brass/gold lip depending on your keypad. This will reveal the key entry point for the skeleton key. Open the safe by turning the key a quarter turn to the left.When will my card be charged?

How to Change Battery With the MSL-5, MSL-50 and MSL-500?

Run your fingers along the underside of the keypad, you will feel a small plastic tab. Pull this downward until it completely detaches from the plastic mounting collar. This will allow access to the 9 volt battery housed inside. If you have trouble removing the battery through the access point under the keypad, please use the following method. Remove the faceplate of the keypad by peeling back the black oval Mesa emblem above the number 2 button and unscrewing the Phillip’s head screw. Once the screw is removed, pull back on the chrome/brass/gold lip depending on your keypad. We highly recommend the use of only a 9-volt Duracell battery.

What Do the Lights on the Keypad Mean?

Green will indicate full power and allow access to the safe. Yellow or Orange indicates the keypad is in lockout mode; leave the battery in and do not touch the keypad for 5 – 15 minutes depending on the model. This will allow the keypad to reset to your current code. The solid red light indicates a dead battery. One of the biggest misunderstandings is the Red and Green light blinking simultaneously. This will indicate the battery is running low; it may still have enough power to light up and beep but does not have enough power to retract the bolts.

Green - Full power, access granted
Yellow/Orange - Lock out mode
Red - Dead battery
Red & Green - Low battery (Flash Together)

When I Enter My Code I Get 5 Beeps and My Safe Won’t Open, Why?

5 beeps will indicate you have the wrong code or the battery is too low and cannot comprehend the entry. If you are sure the code is correct, please change to a fresh battery. We highly recommend the use of only a 9-volt Duracell battery into your lock and try again. Please contact our Technical support Department for assistance if issue persists.

How to Reset the Safe Code?

Unfortunately on some of our safes require a reset code or reset button to default the safe back to the original code. For your protection Mesa Safe verification of ownership before we can move forward such as notarized document and/or proof of purchase. Please have the completed Notary form mailed to Mesa Safes corporate office in Orange, CA. There is a $15.00 fee for override codes and combinations.
Click Here for direct access to the notary form.

If My Battery Goes Dead, Will I Lose My Code?

No, a dead battery will not delete your code. The code will remain saved internally until the safe is powered up again. You will simply install a new battery and operate the lock in a normal manner.

Can I Convert a Mechanical Dial to Electronic or Vice Versa?

Yes, Mesa Safe highly recommends contacting a licensed locksmith to perform this service for you. If anyone other than an approved locksmith makes any adjustments to your safe before your 1 year warranty expires on your locking mechanism, your warranty will be null and void.

Combination for Combo Dial No Longer Works...

Try numbers up and down, up to five numbers. Ex: 5, 10, 15 – 6, 11, 16 or 4, 9, 14.

How Long is the Warranty for the Safes?

Please visit the following links for more information on Mesa Safe warranties.

http://www.mesasafe.com/technical-support/warranty.html

http://www.mesasafe.com/technical-support/gun-warranty.html

http://www.mesasafe.com/technical-support/extended-warranty.html

Are Mesa Safes Water and Fire Proof?

Gun safes, Burglary and Fire and High Security units feature a heat activated seal that expands and seals the door when exposed to extreme heat. In the event of a fire the heat activated seal will protect against fire hoses and sprinklers however; this will not provide water protection in the event of a floor or if the water level reaches the height of the lock.

How Do I Change the Combination to My Safe?

If you have a MSL500 Use these instructions

http://www.mesasafe.com/technical-support/msl-500/index.html

If you have a MSL50 Use these instructions

http://www.mesasafe.com/technical-support/msl-50/index.html

If you have a Sargent and Greenleaf Titan lock

https://www.sargentandgreenleaf.com/files/2014/8184/0176/630-804_Titan_op.pdf

If the safe is equipped with a mechanical dial lock you must contact a Local locksmith to have the combination reset.

My Hotel Safe Gives Me E-CODE?

If the safe gives you E-code that means the incorrect code is being entered into the safe and you will need to use the Emergency code or the override key to override the hotel safe. For your protection Mesa Safe verification of ownership before we can move forward such as notarized document and/or proof of purchase. Please have the completed Notary form mailed to Mesa Safes corporate office in Orange, CA. There is a $15.00 fee for override codes and combinations.
Click Here for direct access to the notary form.

Where are the Handles of My Safe?

The handles are inside of the safe in a plastic bag. This Bag also contains the Floor plugs and shelf clips.

How Do I Open the Safe if the Handles are in the Inside?

To open the safe, we recommend putting a Phillips-Head screwdriver into one of the holes of the hub and Put in the code then turn it to the left. When you hear 2 beeps your safe will open.

My Safe Only Came With 2 Anchors?

You only will need 2 Anchors to secure the safe to the floor. If you would like to purchase additional anchors please contact customer support to purchase additional anchors.

Where is the Serial Number to My Safe?

Most safe serial numbers can be found on the front of the door on the bottom right hand side by the hinge. Some serials may also be located on right side of the safe or top left on the front of the safe.

What Kind of Battery Should I Use?

We recommend using a Duracell or Energizer battery with an expiration date of five years in the future. This will ensure optimal lock performance.