Returns Policy

REFUNDS & RETURNS POLICY

Our refunds and returns policies have fully taken into consideration the purchasers rights under UK consumer law, we fully respect such rights and actively look to seeks resolution in instances where goods may be faulty or damaged. With the latter in mind we always encourage purchasers to contact us via our contact form found on our website or by emailing us at support@vanolarm.com prior to returning goods (in fact in some instances this is a condition of our refunds & returns policies as seen below). 

As with any electronic goods you will find from time to time that a small percentage of goods may develop a fault and although frustrating at the time, we are here to help you resolve such issues. In fact we find in the vast majority of cases rather than faulty goods, most return requests are due to operational issues with the device when installing and setting up and again we would encourage you to contact us so we may assist accordingly. If the goods are found to be faulty/damaged or if you have simply changed your mind then please find the refund & return policies below to suit your situation.  

Our Refunds & Return policy only applies to the original purchaser, we do not guarantee any goods or accept returns from individuals who did not originally purchase the goods directly from ourselves or our approved third party re-sellers. 

14 DAY RIGHT TO RETURN POLICY

If you’ve changed your mind and need to return an item, we are happy to accept any item if you inform us you wish to turn the goods within 14 days of receipt and you meet all the below conditions. Please note only unused items warrant a ‘no quibble’ full refund in line with the consumer law ’14 day right to return’. 

  • You must request a return in writing via our website contact page, providing your details and product order number (we will in turn reply with the full returns postal address for which the goods should be dispatched to)
  • You return goods within 14 days from your notification of return
  • All goods must remain unopened
  • All goods must remain unused
  • All goods must be in their original packaging (with the labels & seals unbroken)
  • All goods must be returned with one of the following, original proof of purchase/invoice/ Purchaser name and address
  • All goods to be returned with note/correspondence advising reason for return
  • You’ll also need to return any free items that came with the product.
  • You are responsible for postage costs and postal liabilities
  • All goods and packaging must be returned undamaged (if damaged upon receipt then please see damaged goods return policy below)

We recommend that to ensure your parcel arrive with us and there can be no dispute otherwise, that all parcels are sent recorded delivery as a minimum.

Should any of the above requirements not be met we retain the right (at our sole discretion) to refuse a refund or to apportion part of your refund to the replacement of missing or damaged good/packaging accordingly. Should the latter ensue then we retain the right to additionally deduct an administration fee of £15+vat. In addition we retain the right (at our sole discretion) to add the following further reductions should the goods be proven to have been used: Audible Siren Alarms £6 each + Vat, Smart Alarm £15 + vat. Any used Sim cards will be deducted from the refund at a cost of £10 regardless of reasons for return and we suggest, retaining sim card in these circumstances as we will be unable to return without further charge.

For client who have ordered goods in error/wish to cancel their order prior to dispatch and then subsequently re-order goods then the company reserve the right to add an administration fee of £10-£15 (at the companies sole discretion).

For client who have ordered goods in error/changed their mind and wish to return unused/unopened goods outside the 14 days notification window then the company reserve the right to refuse the return or if accepted add an administration fee of £15+vat (both at the companies sole discretion).

All appropriate refunds will be issued within 14 days of receipt of returned goods. The company retains the right to make payment via the customers original payment method or via Bacs transfer to the customers bank account (the repayment method is at the sole discretion of the company). The customer shall be obliged, under written request by the company, to provide reasonable details that either enable the company to make the payment via the customers original payment method or send payment via Bacs to the customers bank account. 

The customer is further obliged to give the company ample opportunity (14 days) to issue a refund, under the terms stated, prior to them escalating a refund request direct with their Bank/Bank Card provider/Online payment platform. 

DAMAGED GOODS RETURN POLICY:

Upon receipt of the goods, if the packaging or goods inside are seen to be damaged then you should make the courier aware immediately and goods noted as ‘damaged on arrival’ with said courier. You should inform us you wish to turn the goods within 14 days of receipt. From here, goods can be returned subject to you meeting all the below conditions:-

  • You must request a return in writing via our website contact page, providing your details, details or damage and product order number (we will in turn reply with the full returns postal address for which the goods should be dispatched to)
  • You return goods within 14 days from your notification of return
  • All goods must remain unused
  • All goods must be in their original packaging
  • All goods must be returned with one of the following, original proof of purchase/invoice/ Purchaser name and address
  • All goods to be returned with note/correspondence advising reason for return
  • You’ll also need to return any free items that came with the product.

We recommend that to ensure your parcel arrive with us and there can be no dispute otherwise, that all parcels are sent recorded delivery as a minimum.

Should any of the above requirements/conditions not be met we retain the right (at our sole discretion)  to refuse a refund or to apportion part of your refund to the replacement of damaged good/packaging accordingly. Should the latter ensue then we retain the right to deduct an additional administration fee of £15+vat. In addition we retain the right to add (at our sole discretion) the following further reductions should the goods be proven to have been used: Audible Siren Alarms £6 each + Vat, Smart Alarm £10 + vat. Any used Sim cards will be deducted from the refund at a cost of £10 regardless of reasons for return and we suggest, retaining sim card in these circumstances as we will be unable to return without further charge.

Upon receipt of damaged goods we retain the right to access the reported damage, liaise with the courier and will return to you within 14 days with a report on our findings.

All appropriate refunds will be issued within 14 days of receipt of returned goods. The company retains the right to make payment via the customers original payment method or via Bacs transfer to the customers bank account (the repayment method is at the sole discretion of the company). The customer shall be obliged, under written request by the company, to provide reasonable details that either enable the company to make the payment via the customers original payment method or send payment via Bacs to the customers bank account. 

The customer is further obliged to give the company ample opportunity (14 days) to issue a refund, under the terms stated, prior to them escalating a refund request direct with their Bank/Bank Card provider/Online payment platform. 

FAULTY GOODS RETURN POLICY:

Upon receipt of goods, the goods should be used/tested within 180 days of such date. Should your goods be shown to or develop a fault during this period then you can return the used items subject to the below requirements:-

  • You must request a return in writing via our website contact page, providing your details, details of fault and product order number (we will in turn reply with the full returns postal address for which the goods should be dispatched to)
  • You return goods within 14 days from your notification of fault/return
  • All goods must be returned with one of the following, original proof of purchase/invoice/ Purchaser name and address
  • All goods to be returned with note/correspondence advising reason for return
  • All goods itemised in the original order must be returned together (any exception should be requested in writing and agreed with the company prior to goods being confirmed for return/testing/replacement/refund)
  • You’ll also need to return any free items that came with the product
  • Goods must not have been tampered with or physically damaged
  • No attempt of repair should have been made (other than by ourselves)
  • If goods develop a fault 6 months from your original purchase date we shall require proof from you that goods were faulty upon original receipt
  • You are responsible for postage costs and postal liabilities
  • Upon receipt of faulty goods we retain the right to access/open the reported faulty goods and will return to you within 14 days with a report on our findings.

We recommend that to ensure your parcel arrive with us and there can be no dispute otherwise, that all parcels are sent recorded delivery as a minimum.

Should any of the above requirements/conditions not be met we retain the right to refuse, at our sole discretion, a refund (especially in relation to Smart GPS unit casing being opened or sim slot tampered with) or to apportion part of your refund to the replacement of missing or damaged good/packaging accordingly. Should the latter ensue then we retain the right to deduct an administration fee of £15+vat. In the instant of faulty goods, we retain the right to repair/replace the good or issue a payment refund (at our sole discretion). If the goods are found not to be faulty you agree to pay an administration fee of £25+vat, plus return postage should you wish us to return said items to you. In addition we retain the right to add (at our sole discretion) the following further reductions should the goods be proven to have been used: Audible Siren Alarms £6 each + Vat, Smart Alarm £10 + vat. Any used Sim cards will be deducted from the refund at a cost of £10 regardless of reasons for return and we suggest, retaining sim card in these circumstances as we will be unable to return without further charge.

All appropriate refunds will be issued within 14 days of receipt of returned goods. The company retains the right to make payment via the customers original payment method or via Bacs transfer to the customers bank account (the repayment method is at the sole discretion of the company). The customer shall be obliged, under written request by the company, to provide reasonable details that either enable the company to make the payment via the customers original payment method or send payment via Bacs to the customers bank account. 

The customer is further obliged to give the company ample opportunity (14 days) to issue a refund, under the terms stated, prior to them escalating a refund request direct with their Bank/Bank Card provider/Online payment platform. 

The rights to replace or refund the purchase is wholly at the discretion of the company should the customer request a replacement rather than a refund. In this manner the company retains the right to refund payment rather than replace product accordingly. In addition for product returns older than 30 days the company also reserve the right to replace goods on a like for like basis, meaning the company may choose to send out a re-furbished used item opposed to a brand new replacement item (refurbished items will tried and tested prior to dispatch and may show the signs of ‘wear and tear’ in line with the age of goods returned).  

FAULTY GOODS RETURN POLICY 2 (following original goods return/repair/replacement)

Upon receipt of goods, the goods should be used/tested within 180 days from date of which the original goods were received. Should your new repaired/replacement goods be shown to or develop a fault also during this period then you can return the used items subject to the below requirements:-

  • You must request a return in writing via our website contact page, providing your details, details of fault and product order number (we will in turn reply with the full returns postal address for which the goods should be dispatched to)
  • You return goods within 14 days from your notification of fault/return
  • All goods must be returned with one of the following, original proof of purchase/invoice/ Purchaser name and address
  • All goods to be returned with note/correspondence advising reason for return
  • All goods itemised in the original order must be returned together (any exception should be requested in writing and agreed with the company prior to goods being confirmed for return/testing/replacement/refund)
  • You’ll also need to return any free items that came with the product
  • Goods must not have been tampered with or physically damaged
  • No attempt of repair should have been made (other than by ourselves)
  • If repaired/replaced goods develop a fault 6 months from your original purchase date we shall require proof from you that goods were faulty upon original receipt
  • You are responsible for postage costs and postal liabilities
  • Upon receipt of faulty goods we retain the right to access/open the reported faulty goods and will return to you within 14 days with a report on our findings.

We recommend that to ensure your parcel arrive with us and there can be no dispute otherwise, that all parcels are sent recorded delivery as a minimum.

Should any of the above requirements/conditions not be met we retain the right to refuse, at our sole discretion, a refund (especially in relation to Smart GPS unit casing being opened) or to apportion part of your refund to the replacement of missing or damaged good/packaging accordingly. Should the latter ensue then we retain the right to deduct an administration fee of £15+vat. In the instant of faulty goods, we retain the right to repair/replace the good or issue a payment refund (at our sole discretion). If the goods are found not to be faulty you agree to pay an administration fee of £25+vat, plus return postage should you wish us to return said items to you. In addition we retain the right to add (at our sole discretion) the following further reductions should the goods be proven to have been used: Audible Siren Alarms £6 each + Vat, Smart Alarm £10 + vat. Any used Sim cards will be deducted from the refund at a cost of £10 regardless of reasons for return and we suggest, retaining sim card in these circumstances as we will be unable to return without further charge.

All appropriate refunds will be issued within 14 days of receipt of returned goods. The company retains the right to make payment via the customers original payment method or via Bacs transfer to the customers bank account (the repayment method is at the sole discretion of the company). The customer shall be obliged, under written request by the company, to provide reasonable details that either enable the company to make the payment via the customers original payment method or send payment via Bacs to the customers bank account. 

The customer is further obliged to give the company ample opportunity (14 days) to issue a refund, under the terms stated, prior to them escalating a refund request direct with their Bank/Bank Card provider/Online payment platform. 

The rights to replace or refund the purchase is wholly at the discretion of the company should the customer request a replacement rather than a refund. In this manner the company retains the right to refund payment rather than replace product accordingly. In addition for product returns older than 30 days the company also reserve the right to replace goods on a like for like basis, meaning the company may choose to send out a re-furbished used item opposed to a brand new replacement item (refurbished items will tried and tested prior to dispatch and may show the signs of ‘wear and tear’ in line with the age of goods returned).  

REFUND PAYMENT TIME PERIOD EXCEPTIONS

Refunds/Partial Refunds including your return postal costs (where applicable) when processed by the original payment method can incur additional delays (once refunded by us) outside our control i.e. If you paid on card, it can take up to a further 10 days to appear back in your account, with PayPal refunds taking up to a further 30 days etc

RETURNING ANY GOODS CONTAINING BATTERIES.

Please ensure when returning goods with batteries that goods are returned in line with the postal companies/couriers delivery policies. The company accepts no liability for shipping of such returned goods that are not in line with said policies. The company will also not accept any good in which batteries are either turned on/live within the unit and/or are damaged/leaking prior to dispatch.  To this aim the sender should also make efforts to ensure the goods are packaged in a way that it is not possible for the units to be turned on/damaged during transit.

RETURNS ADDRESS 

Please do not send any returned items to any other address other than that below. The company cannot accept any liability for goods sent to any other address other then the address set out below and full liability of incorrectly addressed items will remain with the purchaser/shipper. 

Returns Address:

Sixty two trading limited, Vanonlarm, 43a High St, Wetherby, North Yorkshire, LS22 6LR