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Refund and Returns Policy
Eligibility: Unused, unopened items in original packaging with tags/receipt
Timeline: 14 calendar days from delivery date
Process:
Email returns@protectedguards.com with order number
We send prepaid return label (small fee may apply)
Ship via tracked service (DPD/Royal Mail)
Refund: Issued within 5 days of receipt (excluding original shipping)
| Issue | Solution | Timeline |
|---|---|---|
| Defective on arrival | Free replacement/refund | Report within 30 days |
| Incorrect item sent | Free collection + correct shipment | Report within 7 days |
| Damage in transit | Refund/replacement + claim filing | Report within 48 hrs |
📸 Required: Photos/video of defect and packaging
Activated software licenses (antivirus, VPN subscriptions)
Custom-configured security systems (e.g., CCTV with bespoke wiring)
Personal safety items (pepper sprays, Tasers*) unless defective
Clearance/used/demo products (marked “non-returnable” on product page)
| Scenario | Cost Responsibility |
|---|---|
| Change of mind | Customer pays |
| Faulty/incorrect item | We cover |
| International returns | Not accepted* |
*UK mainland only
Original payment: Refunded within 5 business days
Store credit: 10% bonus if chosen (e.g., £110 credit for £100 return)
Timeline: Allow 14 days for bank processing
Manufacturer warranties (1-3 years) apply to electronics
Process:
Contact support@protectedguards.com for authorization
Ship the item to our service center (free label provided)
Repair/replacement within 21 days
Request: Email returns@protectedguards.com with:
Order number
Product name + reason
Photos (if faulty)
Approval: Receive RMA form + return instructions within 24hrs
Ship: Use provided label + protective packaging
Track: We notify upon receipt and process refund within 5 days
NAVICKAS TRADERS LTD Returns Centre
11 Bendish Road, London, E6 1JH
Note: Do not ship to registered office address
📞 07944283978
✉️ returns@protectedguards.com
🕒 Mon-Fri 9AM-5PM GMT
(Excludes Bank Holidays)
© 2025 Protected Guards | NAVICKAS TRADERS LTD (14086817)
Consumer Rights Act 2015 | Distance Selling Regulations