Returns & refunds
Changed your mind, or something not right? You have 30 days to return unused items for a refund, and your statutory rights always apply. Start your request below.
Returning something is simple
Tell us
Fill in the form below with your order reference and what you would like to return. It takes a minute and goes straight to our team.
We confirm
We will email you within one working day with a return address and, where relevant, instructions for sending the items back.
You get refunded
Once we have received and checked the items, we refund to your original payment method. Refunds usually appear within 5 to 10 working days.
Apply for a return or refund
Send us the details and we will come back to you within one working day. Nothing is charged or refunded automatically - we confirm everything with you first.
Returns questions, answered
How long do I have to return something?
You have 30 days from delivery to return unused goods in their original packaging for a refund. If you bought online as a consumer you also have a statutory 14-day right to cancel under the Consumer Contracts Regulations, which runs from the day you receive the goods.
What if my item is faulty or damaged?
Contact us as soon as you notice and we will put it right. Faulty or damaged goods are covered by your statutory rights under the Consumer Rights Act 2015, which may entitle you to a repair, replacement or refund depending on the circumstances.
Who pays for return postage?
If you have changed your mind, return postage costs remain your responsibility. We recommend using a tracked service and retaining your proof of postage until your refund has been processed. Where an item is faulty, damaged or we sent the wrong thing, we cover the cost of getting it back to us.
What if my return goes missing on the way back?
Returned items are your responsibility until they reach us, so please pack them well and keep your proof of postage. A tracked service is the surest way for either of us to find a parcel that has not arrived.
How will I be refunded?
Always to the original payment method, including any VAT you paid. We do not issue refunds as credit or vouchers unless you ask us to.
Does this apply to rentals?
No - rentals work differently. Rented pouches and Unlockers are returned to us at the end of the hire period as set out in your quote and our Terms of Service. If you need to change or cancel a booking, talk to us as early as you can and we will help.
What condition do items need to be in?
For a change-of-mind refund, items should be unused and in their original packaging. We may reduce a refund to reflect any loss in value if goods have been handled more than necessary.
Full details are in our Terms of Service. This policy does not affect your statutory rights.