Last updated: 31 August 2026

At Van-Alarm, we want you to be happy with your purchase. If you purchase a product from us online as a consumer, you have rights under UK consumer law, including the right to cancel your order in certain circumstances.

1. Your 14-Day Cancellation Right

Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your purchase within 14 days of receiving your goods, without giving a reason.

To exercise this right, you must notify us of your decision to cancel within the 14-day cancellation period.

After notifying us that you wish to cancel, you must return the goods to us within 14 days of telling us that you want to cancel.

This means the cancellation period and the period for returning the goods are separate.

2. Products That Have Been Installed

Our products are designed for self-installation by the customer.

You are entitled to inspect the product in the same way you would be able to inspect it in a shop. However, if you install, wire, modify or otherwise use the product beyond what is reasonably necessary to establish its nature, characteristics and functionality, you may be responsible for any resulting diminution in value.

For this reason, we strongly recommend that you check the product and its compatibility with your vehicle before installation.

If you have installed the product and subsequently decide to cancel your order, please contact us before removing or returning it. We will assess the condition of the product when it is returned.

3. Returning an Item

To request a return or exercise your cancellation right, please contact us with:

• Your order number
• Your name and contact details
• The product(s) you wish to return
• Confirmation that you wish to cancel/return the order

We will provide you with the appropriate return instructions.

Please do not send products back without contacting us first.

Products should be returned securely packaged and, where reasonably possible, with their original packaging, accessories, instructions and other included components.

4. Return Postage

If you cancel your order because you have simply changed your mind, you are normally responsible for the direct cost of returning the goods, unless we have agreed otherwise.

If the product is faulty, damaged, incorrectly supplied, or does not conform to the contract, we will deal with the return in accordance with your statutory consumer rights.

We recommend using a tracked delivery service when returning an item.

5. Refunds

Once you have cancelled your order, we will provide a refund in accordance with applicable UK consumer law.

Where applicable, we will refund the standard delivery charge paid for the original order. We are not required to refund any additional amount paid for an upgraded or express delivery service where you selected a more expensive delivery option.

We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them, whichever is earlier.

Refunds will normally be made using the same payment method used for the original purchase, unless we have agreed otherwise.

6. Faulty, Damaged or Incorrect Products

If your product arrives damaged, is faulty, or you have received the wrong product, please contact us as soon as possible.

We will work with you to resolve the issue in accordance with your rights under the Consumer Rights Act 2015 and other applicable UK consumer legislation.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

7. Installation and Compatibility

Customers are responsible for ensuring that a product is suitable for their vehicle before installation.

Where installation instructions are provided, they should be followed carefully.

Van-Alarm.com cannot accept responsibility for damage to a vehicle, electrical system, wiring, alarm system or other components caused by incorrect installation, modification, wiring, misuse or failure to follow the supplied instructions.

This does not affect your statutory rights where the product itself is faulty or does not conform to the contract.

8. Products Returned Incomplete or Damaged

Where a customer exercises their cancellation right, we may be entitled to reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

This may include damage caused by installation, modification or use beyond reasonable inspection.

Any assessment will be made in accordance with applicable consumer law.

9. Exceptions

Certain products or circumstances may be excluded from the statutory cancellation right under the Consumer Contracts Regulations 2013.

Where a legal exception applies, we will make this clear to you before or at the time of purchase where required.

10. Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under UK consumer law.

In particular, this policy does not affect your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

If you have any questions about returning a product, please email: support@van-alarm.com before sending it back.