Returns and refunds

1 Introduction

Our aim is to ensure that you are 100% satisfied with our services and the purchase of products you might have made. If you are not, you can request a full refund, replacement or an exchange.

Your statutory rights are unaffected by anything contained within this policy.

2 Delivery

  1. All prices include VAT unless stated. Our VAT number is 902 1954 46.
  2. Orders will be dispatched courier service unless otherwise specified.
  3. For all courier deliveries a signature will be required.  You must enter your preferred delivery address at the time of your order.  If you wish to cancel or change your order please contact us as soon as possible and we will endeavour to make any amendments prior to dispatch.
  4. In the event that instruction is left to leave the parcel unsigned for (i.e. in porch / in green house / behind bin etc.) then we accept no responsibility for any cost of replacement or another subsequent delivery in the event of lost or stolen product.

3 Returns

You can return purchased items within 30 working days from receipt. Returned or exchanged products must be in the condition you received them and in the original box and/or packaging.

4 Returns procedure

You must tell us within 7 working days of the receipt of the items that you wish to return a product. 

4.1 Faulty Products

Please contact us on 0844 808 2435 and provide:

  • Your name and contact details
  • Your order number
  • Description of the item, e.g. Single Smoke Alarm, Single Carbon Monoxide Alarm, Bundle 1,2  or 3, fire blanket.
  • Once the return has been authorised, the manufacturer will send a replacement and will also send you a returns envelope to return the original product
  • Package up securely making sure you enclose all the relevant details and the order number

4.2 Unwanted/damaged goods

If you have simply changed your mind and wish to return a product, please contact us on 0844 808 2435 and provide:
  • Your name and contact details
  • Your order number
  • Description of the item, e.g. Single Smoke Alarm, Single Carbon Monoxide Alarm, Bundle 1,2  or 3, fire blanket.
  • Please allow 30 working days from the posting date for us to credit your account.

4.3 Lost in transit

  • If a product is lost in transit, please contact us on 0844 808 2435.

5 Exchanges

You can exchange your purchase for up to 30 working days from the purchase date. 

The item(s) will be inspected upon receipt. Returned or exchanged products must be in the condition you received them and ideally in the original box and/or packaging. We would request that you return the products before we can despatch replacement products.

To arrange any exchanges please contact us on  enquiries@bluewatch.co.uk

6 Refunds

  • Please allow 30 working days from the posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order (incl the delivery costs).
  • Please note items bought in bundles or special offers will need to be returned as the full bundle whereby a full refund will be issued.

7 Cancellations

You have the right to cancel your order before we despatch it (please note that orders are normally despatched the same working day).

Please call our Customer Service Team on 0844 808 2435 to let us know about the cancellation as soon as possible.

We will refund the credit or debit card within 30 working days at the latest.

8 Cancellations of services

You have the right to cancel fees paid for the services we provide prior to their provisoin and within 7 working days from making the payment.  However, you must inform us in writing. If you do not inform us within that time, we have the right to keep all the fees paid to us. Please note that if the services have been provided, we are unable to refund the fee.

9 Distance selling regulations

The Consumer Protection (Distance Selling) Regulations 2000 - usually referred to as the Distance Selling Regulations or DSRs - give you extra protection when you buy at a distance.

The regulations say that you:

  • must be given clear information about the goods or services before you buy. This is called pre-purchase information
  • must receive written information after you have bought the goods or services
  • have a right to cancel your order within a seven day cooling-off period
  • have a right to have goods or services provided within 30 days after the order was sent, unless otherwise agreed
  • can get a refund if items aren’t delivered on the agreed delivery date. If no delivery date is given, you can get a refund if items aren’t delivered within 30 days of placing your order

have a right to a refund if someone has used your payment card without your permission have a right to keep goods delivered to you that you didn’t ask for. These are called unsolicited goods.

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