Returns Policy

Under UK consumer law, you may cancel your order within 14 days of receiving your device.

To qualify:

• The device must be returned in good condition
• All accessories, chargers and straps must be included
• The device must not be damaged through misuse

Once received and inspected, we will refund the device cost (excluding any delivery fees). Monitoring subscription fees are refunded only for the unused period.

• Returns for purchased (non-rental) devices are accepted only if the device is faulty
• Refunds for monitoring services are not provided for past subscription periods
• You may cancel your monitoring service with 30 days' notice as per our Terms & Conditions

Devices purchased outright and used for more than 14 days are generally non-refundable unless faulty.

To arrange a return, contact us. We will provide:

• A return authorisation
• Instructions on where to send your device
• Packaging guidelines for safe return

Items returned without approval may not be accepted.

• Clean and hygienic
• In good working order
• Free from user-caused damage
• Factory reset (we can assist with this)

Monitoring equipment must be returned before your subscription ends to avoid additional charges.

• Contact us immediately
• We will help troubleshoot
• If the device is faulty, we will repair or replace it at no cost
• If the fault is caused by misuse, repair or replacement charges may apply

If a device is lost, a replacement fee of £120 applies, as outlined in our Terms & Conditions. This covers the cost of hardware, programming and activation.

We do not offer product-for-product exchanges. If you need a different model, return your device (if eligible) and place a new order once your return is approved.

Refunds Granted:

• Death of the service user
• Long-term hospitalisation or medical exemption
• Any failure of service proven to be our fault

Refunds Not Granted:

• Change of mind after the cooling-off period
• Failure to use or wear the device
• Failure to charge the device
• Lack of mobile signal at the customer's location
• User error or misuse

Compassionate exemptions may apply. We always act reasonably.

• We confirm approval or rejection
• Approved refunds are processed to your original payment method
• Banks may take several days to complete the transaction

We're here to support you, especially during stressful or vulnerable moments.