Shipping & Returns Policy

SHIPPING & RETURNS POLICY

Last updated: 2 April 2026

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

1. DELIVERY INFORMATION

1.1 Delivery Costs

  • Next Working Day Delivery (including Saturday delivery): Free
  • Trial delivery (30-day trial orders): £1.99 (subsidised delivery charge)

The £1.99 charge applies to trial orders only and contributes towards the cost of sending the device to you. It does not represent the full delivery cost.

This charge is non-refundable unless required by law (for example, where goods are faulty or incorrectly supplied).

1.2 Order Processing

  • Orders placed before 2:00pm (Monday to Friday) are usually processed and dispatched the same working day.
  • Orders placed after 2:00pm, on weekends, or on bank holidays will be processed on the next working day.
  • All orders are subject to availability.

1.3 Delivery Service

  • Alarm devices are dispatched using a next working day delivery service where possible.
  • Delivery times are estimates only and not guaranteed.

1.4 Carriers

We use trusted delivery partners, including:

  • Royal Mail
  • Parcelforce

The courier used depends on the size, value and destination of your order.

1.5 Multiple Items

  • Orders are dispatched from a single UK location where possible.
  • Items will usually be delivered together.
  • Where items are shipped separately, we will notify you where appropriate.

1.6 Delivery Conditions

Delivery is complete when the order is delivered to the address provided at checkout.

You are responsible for:

  • ensuring the delivery address is correct;
  • ensuring access is available to receive the parcel.

We are not responsible for delays caused by:

  • incorrect address details;
  • missed deliveries;
  • courier delays or disruptions outside our control (including weather or industrial action).

2. RETURNS & 30-DAY TRIAL

2.1 30-Day Trial Overview

We offer a 30-day trial on eligible devices.

  • The trial begins on the date of delivery.
  • A £1.99 subsidised delivery charge applies to trial orders.
  • This charge covers delivery to you only and does not include return postage.
  • No subscription payments are taken during the trial provided all return conditions are met.
  • This trial is provided in addition to your statutory rights under UK law.
  • We are not required to provide reminders before the end of the trial period.

2.2 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

2.3 Return Requirements

Returned devices must:

  • include all parts, accessories and supplied items;
  • be in reasonable condition and working order (allowing for normal use during the trial);
  • be securely packaged.

2.4 Return Costs

  • You are responsible for the full cost of return postage.
  • Return costs are not included in the £1.99 delivery charge.
  • We recommend using a tracked and insured service.
  • You remain responsible for the device until it has been received by us.

2.5 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:

  • no tracking is provided; and
  • the return cannot be verified

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

2.6 If the Device is Not Returned

If the device is not returned correctly, in full, or within the required timeframe:

  • the trial will be deemed accepted;
  • your monthly subscription will begin automatically;
  • and/or charges may be applied in accordance with our Terms & Conditions.
  • If the device is not returned in accordance with these terms, your subscription will begin automatically on day 31 following delivery.

2.7 Condition of Returns

Returned devices must be:

  • complete;
  • in working condition;
  • not damaged beyond normal use.

We reserve the right to charge for:

  • missing items;
  • damage beyond fair wear and tear;
  • incomplete returns.

2.8 One Trial Per Household

Only one trial per household is permitted unless agreed otherwise in writing.

2.9 Multi-Device Offer (Second Device Half Price)

Where a promotion offers a second device at a reduced price (including half price), the following conditions apply:

  • both devices must be used at the same residential address;
  • both devices must be registered under one account and one bill payer;
  • the offer applies only at the time of purchase and cannot be applied retrospectively.

If one of the devices is returned, cancelled or not retained:

  • the remaining device will revert to its full standard retail price;
  • we reserve the right to adjust the transaction and recover any price difference.

We reserve the right to amend or withdraw this offer at any time.

3. LEGAL RIGHT TO CANCEL (UK CONSUMER LAW)

3.1 Your Statutory Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods.

3.2 Relationship with the 30-Day Trial

Our 30-day trial is an additional benefit and does not affect your statutory rights.

You may:

  • use your 14-day legal right to cancel; or
  • use the 30-day trial, subject to the conditions in this policy.

3.3 Returns Under Statutory Cancellation

If you cancel under your statutory right:

  • you must return goods within 14 days of cancellation;
  • you are responsible for return postage (unless required otherwise by law);
  • goods must not be used beyond what is necessary to inspect them.

3.4 Interaction with Trial Usage

Where the device is used beyond basic inspection:

  • the return will be treated under the 30-day trial terms;
  • additional conditions regarding condition and completeness will apply.

3.5 Your Legal Rights

Nothing in this policy:

  • limits your rights under the Consumer Contracts Regulations 2013;
  • affects your rights under the Consumer Rights Act 2015;
  • removes your right to a refund, repair or replacement where goods are faulty or not as described.

4. IMPORTANT CONDITIONS

  • Returns must comply with this policy and our Terms & Conditions.
  • Failure to follow the return process may result in charges.
  • Subscription services may begin where return conditions are not met.
  • This policy does not affect your statutory rights.
  • The trial is intended for genuine evaluation of the service. We reserve the right to refuse or withdraw trial eligibility where misuse is suspected.