Returns and Refunds Policy

Scope

This policy covers the return of goods bought from Clear Security and states when a refund is due. It should be read with our Terms & Conditions.

Which rules apply depends on your status as a buyer. A consumer is an individual buying for purposes wholly or mainly outside their trade, business, craft or profession. Consumers hold the statutory rights described in the sections below, and neither this policy nor our Terms reduces them. A business buyer is covered by the business sections instead.

Cancellation period: 14 days

Length: 14 days. Start: the day after delivery to you, or to a person you nominated to receive the goods. Orders delivered in more than one consignment: the period starts on the day after the final consignment is received.

No reason is required. Cancellation is also possible at any point between ordering and delivery.

Giving notice of cancellation

Notice: a clear statement of your decision to cancel, sent before the 14-day period ends. Methods: email to [email protected], or post to 16 Wimborne Road, Luton, LU1 1PD. Order number: speeds up processing, but a cancellation without it is still valid.

The model cancellation form below is optional:

• To Clear Security LTD, 16 Wimborne Road, Luton, LU1 1PD, [email protected]:
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is notified on paper):
• Date:

Returning the goods

Return deadline: 14 days from the day you notify us of the cancellation. Return postage: paid by you, except where the goods were defective, damaged or misdescribed. We pay for those.

Permitted handling: the inspection you could carry out in a shop. Handling the goods beyond what is needed to establish their nature, characteristics and functioning may reduce the refund by the resulting loss in value.

Refund timing and amount

Refund deadline: 14 days from the earlier of (a) our receipt of the returned goods and (b) your evidence that they were sent. Method: the original payment method. Fee: none.

Amount: what was paid for the goods, plus delivery charged at our standard rate. If a faster or premium delivery service was selected, only the standard rate is refunded.

Restocking fee on a consumer cancellation: none.

Exclusions from the cancellation right

The Regulations exclude the following goods from the right to cancel:

• Goods produced to your specification, and goods clearly personalised. Examples: cable cut to your specified length; a system pre-programmed or configured to your stated requirements.
• Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
• Sealed audio recordings, video recordings and computer software, where the seal has been broken after delivery.
• Goods which, after delivery, are by their nature inseparably mixed with other items.

Faulty, damaged or misdescribed goods

The standard: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. These rights apply in addition to, and independently of, the 14-day cancellation period.

Remedy within 30 days of delivery: rejection of faulty goods, with a full refund. Remedies after 30 days: repair or replacement; if neither succeeds or is possible, a price reduction or a final refund. Final refund: in full if you reject within six months of delivery. Rejection later than six months: a deduction to reflect use may be made. Burden of proof: for the first six months after delivery, any fault is presumed to have existed at delivery unless we prove otherwise; after that, you may be required to prove that it existed then.

Return postage for faulty, damaged or misdescribed goods: paid by us. Contact [email protected]; we will either collect the goods or reimburse reasonable postage costs.

Transit damage and shortages

Inspection: check each delivery on arrival. Reporting: damage, shortages and incorrect items should be reported as soon as reasonably possible, and preferably no later than 48 hours after receipt, so that a claim against the carrier can be made while evidence is still available.

Business buyers — condition: a transit-damage claim is valid only if notified within 48 hours of receipt. Consumers — request only: a report made after 48 hours leaves your statutory rights unaffected.

Return procedure

Step 1: email [email protected], stating the order number and the items you are returning. Step 2: we send you the return address, plus an RMA number for a business return.

Step 3: pack the goods to protect them in transit, and obtain proof of postage. The goods remain your responsibility until they reach us; for items of value, a tracked service is recommended.

Contact

Clear Security LTD

16 Wimborne Road, Luton, LU1 1PD

Email: [email protected]

Phone: 020 8153 4658

Dissatisfied with the handling of a return? Tell us, and the case will be reviewed. Consumers may also be entitled to use the courts or an alternative dispute resolution scheme; this policy does not affect that right.