Refund policy

Returns & Cancellation Policy (Distance Sales)

Your Right to Cancel (Consumer Contracts Regulations 2013)

If you purchase online, by phone or by mail order, you have the legal right to cancel your order within 14 days of the day following delivery of your goods.

You then have a further 14 days to return the goods to us.

To exercise your right to cancel, you must notify us by email before the 14-day cancellation period expires.

These regulations apply to UK customers and only to goods purchased remotely (online or by telephone) and shipped to the customer.

Purchases made in person or on our premises are not covered by the Consumer Contracts Regulations and are non-returnable unless faulty. Such purchases are covered by our 12-month warranty and your statutory rights.

This 14-day return window specified under the Consumer Contracts Regulations 2013 is non-negotiable. It is designed to provide customers with ample time to assess whether a product is suitable and to notify the retailer promptly if they wish to return it. We must apply this policy consistently and fairly to all customers.

Additionally, due to the nature of electronic surveillance equipment, we are required to enforce this policy particularly strictly. We have previously encountered situations where equipment has been used to achieve its intended purpose and then returned for a full refund, effectively resulting in free short-term use. To prevent this and to ensure fairness across all customers, we cannot make exceptions outside the statutory return period.

We accept returns in accordance with the UK Consumer Contracts Regulations.

During the 14-day cancellation period, items may be inspected but must not be used, installed, or activated.
Electronics that have been used or installed may be subject to a reduced refund to reflect any loss in value.
Removing the tamper seal or tape will be treated as use of the device, as this is not required for inspection or examination.

Inspection vs Use 

UK law allows customers to handle and inspect goods only to the extent that would be possible in a retail shop.

This means you may:

  • Open the packaging.
  • Examine the item.
  • Turn it on briefly to check basic functionality.
  • Check menus and basic settings.

This right is not a right to use the product. Any handling beyond what would reasonably be possible in a shop may result in a deduction from your refund for loss of value.

Electronics & Surveillance Equipment – What Counts as “Use”

Due to the nature of electronic, surveillance and tracking products, the following actions are considered use beyond inspection:

  • Activation / Setup
  • Creating or linking an app account
  • Pairing the device with a phone or computer
  • Registering the device online
  • Updating firmware or software

Physical Installation or Real-World Use

  • Installing or mounting the product
  • Wearing, carrying or placing the device in a real environment
  • Recording footage or audio
  • Charging and cycling the battery
  • Using the device for tracking, recording or monitoring purposes
  • Opening sealed packages such as memory cards
  • Using adhesive pads or mounting kits
  • Removing security stickers or security tape as this does not need removing for testing and examination purposes.

Packaging & Condition

  • Removing protective films or security tape/seals
  • Damaging or discarding packaging (excluding outer transit packaging)
  • Missing accessories, parts or documentation

Once any of the above occurs, the product can no longer be resold as new and its value is significantly reduced.

Deductions for Diminished Value

If goods are returned showing handling beyond inspection, we may deduct an amount from your refund to reflect the reduction in resale value, as permitted under Regulation 34(9) of the Consumer Contracts Regulations 2013.

Possible Deductions

Condition When Returned

  • Opened packaging, unused 10–20%
  • Protective films removed / minor handling 20–30%
  • Installed, mounted or used in a real environment 70–100%
  • Security seal or tape removed 70–100%
  • Where a product cannot be resold due to its condition or level of use, the refund may be reduced up to 100% of the purchase price.

To receive the highest possible refund, items must be returned:

  • Complete with all accessories
  • In original packaging
  • In “as new” condition
  • With no accounts registered or personal data stored

We may securely reset any returned devices.

Return Costs

Customers are responsible for the cost of returning unwanted items unless otherwise agreed.

We strongly recommend using a tracked service, as you are responsible for the goods until they reach us.

Refund Processing

Refunds are issued within 14 days of receiving returned goods and completing inspection. Refunds are made using the original payment method.

Refund of Delivery Charges

  • Refunds cover the cost of the goods and the basic standard delivery charge only.
  • Any upgraded or express delivery services are non-refundable.

Custom or Special-Order Items

This cancellation policy does not apply to goods made to your specifications or personalised items.

Faulty, Damaged or Incorrect Items

Please inspect your order upon receipt. If you believe an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible so we can resolve the issue.

This policy does not affect our 12-month product guarantee or your rights under the Consumer Rights Act 2015.

Import Duties & Taxes

Customers are responsible for any import duties or taxes charged by their country.If goods are returned due to unpaid import duties or taxes, the original shipping cost will not be refunded.