Refund Policy

Last updated: 2 April 2026

This Refund Policy should be read alongside our Terms of Service and Shipping & Returns Policy, which set out full details of your rights, obligations, trial terms, subscription, and device ownership.

1. 30-DAY TRIAL REFUNDS

We offer a 30-day trial on eligible devices.

The trial begins on the date of delivery.

1.1 Cancelling During the Trial

If you decide not to continue:

  • You must notify us and return the device within 30 days of delivery.

Devices must be returned to:

Holden Grange Ltd
140 Norwood Road
Southport
Merseyside
PR8 6EH
United Kingdom

1.2 Return Conditions (Trial)

To qualify for a refund or to avoid subscription charges:

The device must be:

  • returned in reasonable condition;
  • in working order;
  • returned with all parts, accessories and supplied items;
  • securely packaged.

1.3 Return Costs

  • You are responsible for return postage costs.
  • We recommend using a tracked and insured delivery service.

1.4 Tracked Return Requirement (Important)

All returns must be sent using a tracked service.

You must:

  • retain your tracking number as proof of return;
  • provide tracking details if requested.

If:

  • tracking is not provided; and
  • the return cannot be verified

the device may be treated as not returned, and charges may apply.

1.5 Trial Outcome

If all conditions are met:

  • no subscription charges will be applied;
  • any payments taken in error during the trial will be refunded.

If conditions are not met:

  • the trial will be deemed accepted;
  • subscription charges may begin or continue.

2. LEGAL RIGHT TO CANCEL (CONSUMER CONTRACTS REGULATIONS 2013)

2.1 Your Statutory Right

You have the right to cancel your order within 14 days of receiving the goods.

This right applies regardless of the 30-day trial.

2.2 Returns Under Statutory Cancellation

If you cancel under your statutory right:

  • you must return the goods within 14 days of informing us;
  • goods must not be used beyond what is necessary to inspect them;
  • goods should be returned in original packaging where possible.

2.3 Costs and Deductions

You may be responsible for:

  • return postage costs;
  • any reduction in value caused by handling beyond reasonable inspection (as permitted under UK law).

2.4 Relationship with Trial

Where the device has been used beyond inspection (for example, during the 30-day trial):

  • the return will be treated under the trial terms, not solely under statutory cancellation.

2.5 Your Legal Rights

Nothing in this policy affects your rights under:

  • the Consumer Contracts Regulations 2013;
  • the Consumer Rights Act 2015.

3. FAULTY OR DAMAGED PRODUCTS

If your device is faulty, damaged, or not as described:

  • you are entitled to a repair, replacement or refund in line with the Consumer Rights Act 2015.

3.1 30-Day Right to Reject

  • Faulty goods may be returned for a full refund within 30 days of delivery.

3.2 Return Costs

  • We will cover reasonable return costs for confirmed faulty items.

4. REFUND PROCESSING

  • Refunds will be processed within 14 days of:
    • receiving the returned device; or
    • receiving evidence of return (e.g. tracking confirmation).
  • Refunds will be made using the original payment method unless otherwise agreed.

5. AFTER THE 30-DAY TRIAL

If you keep the device after the trial period:

  • your paid subscription will begin automatically.

5.1 Minimum Term

  • A minimum term may apply as set out in your agreement.

5.2 Cancellation After Trial

If you cancel after the trial:

  • the device may need to be returned where ownership has not transferred;
  • you are responsible for return postage.

5.3 Refunds After Trial

  • Payments made after the trial are non-refundable, except where required by law.

6. NON-RETURN OR LATE RETURN

If the device is not returned in accordance with these terms:

We may:

  • begin or continue subscription payments;
  • charge applicable service or annual fees;
  • charge a reasonable replacement cost for the device.

Full details are set out in our Terms of Service.

7. EXTENDED SERVICE AGREEMENT

If you purchase the Extended Service Agreement (£29.99):

  • you may cancel within 14 days for a full refund (if no claim has been made);
  • after 14 days, the agreement is non-refundable, unless required by law.

8. IMPORTANT CONDITIONS

  • Only one trial per household is permitted.
  • Returns must comply with all policies and Terms of Service.
  • Failure to follow the correct return process may result in charges.
  • This policy does not affect your statutory rights.

9. CONTACT

For refunds or returns, contact:

Holden Grange Ltd
140 Norwood Road
Southport
Merseyside
PR8 6EH
United Kingdom

Email: info@holdengrange.com
Telephone: 01704 332842