Refund and Returns Policy

Returns & refunds

If you’d like to return a product, please contact us within 7 working days of receiving your item. Include your order number when you get in touch so we can find your order quickly.

We’ll refund the product cost (excluding delivery) – unless the item is faulty, in which case your delivery charge will also be refunded.

Return conditions:

Items must be unused, in original packaging and in resalable condition.

Any returned product that shows signs of use, damage or missing parts (e.g. manuals, looms, brackets) may incur a handling fee.

Returns made after the 7-day window (but within 28 days) may be accepted at our discretion, subject to a 25% restocking fee.

If your order included free delivery, we reserve the right to deduct a fee:

• £6.99 for mainland UK
• £15.00 for non-mainland addresses (e.g. Northern Ireland, Isle of Man, Channel Islands)

Non-refundable items:

• Custom-built or bespoke items
• Software (if unsealed)
• Special modifications (e.g. custom wiring or fabrication)

Faulty goods

If your product is faulty within 14 days of purchase, we’ll replace it and cover return and redelivery costs.

For faults after 14 days, your item will be covered under the manufacturer’s warranty.

Please contact us to request a Returns Authorisation Number (RMA). We’ll arrange collection and return the repaired or replaced item at no extra cost (UK mainland only). Please allow up to 30 days for warranty repairs.

If an item is found not to be faulty, we’ll return it to you and a £10 carriage fee may apply.

Warranty exclusions:

• Wiring looms
• Remote controls
• Batteries
• Software discs
• Trim fittings
• Subwoofer coils (damaged by misuse/overheating)
• Other consumables and accessories

Online Bookings & Installations

Once you book and pay, you’re entering into a service agreement with Mass Vehicle Security Ltd. Our team will be in touch within 24 working hours to arrange installation – usually within 5 working days (Mon–Fri, AM/PM slots).

Please ensure your vehicle is parked in a safe, accessible location (e.g. driveway, private car park, on-street). We cannot install in multi-storey or paid-entry car parks.

We reserve the right to refuse installation on any vehicle that is unsafe, under repair or not roadworthy.

Cancellations & amendments

After Installation

If you experience any issues following an installation, please email us within 24 hours at info@massvehiclesecurity.co.uk. We’ll do everything we can to put it right.

Questions?

If you’re unsure about anything in this policy – from returns to cancellations – feel free to get in touch:

Mass Vehicle Security Ltd

Unit 1, 41 St Thomas Road, Derby, DE23 8RF

Email: info@massvehiclesecurity.co.uk

Phone: 0333 772 2429