Refund Policy

Last updated: May 2026. This Refund Policy explains your rights and how to request a return or refund for physical products purchased from www.ashburysecure.co.uk, operated by Paola Iraca, trading as Ashbury Secure Solutions (sole proprietor, SIREN 101 164 473, SIRET 101 164 473 00015, APE 62.01Z), 29 Boulevard d’Alsace, 06400 Cannes, France. It forms part of our Terms and Conditions.

1. Your statutory right of withdrawal

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 calendar days of the date you receive your physical product, without giving any reason. This right is set out in the EU Consumer Rights Directive and the UK Consumer Contracts Regulations 2013. To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires.

To notify us, please contact us by email at support@ashburysecure.co.uk with your order number, the product(s) you wish to return, and a clear statement that you wish to exercise your right of withdrawal. You may also use the contact form on our website.

2. Conditions for returns

To be eligible for a return and refund, the following conditions must be met:

• The return request is submitted within 14 calendar days of the date you received the product.
• The product is returned in its original condition, unused, and in its original packaging with all accessories, labels, and documentation included.
• The product has not been installed, modified, tampered with, or used in a manner inconsistent with its intended purpose.
• The product is not listed under the non-returnable exceptions below.

We reserve the right to refuse a return or to apply a deduction from the refund amount if the product shows signs of use, damage caused by the customer, or is returned incomplete.

3. Non-returnable items

For hygiene, safety, and security reasons, the following products cannot be returned once opened or used:

• Personal safety items that have been unsealed or activated (such as personal alarms, safety devices, or items with tamper-evident seals that have been broken).
• Products that have been customised or personalised to your specifications.
• Perishable goods or consumables that have been opened.

If you are unsure whether your product qualifies for a return, please contact us before sending anything back.

4. Damaged, defective, or incorrect items

If you receive a product that is damaged on arrival, defective, or not what you ordered, please contact us within 48 hours of delivery at support@ashburysecure.co.uk. Include your order number, a clear description of the issue, and photographs where possible. We will review your case and, at our discretion, offer a replacement, a full refund, or another appropriate remedy as quickly as possible.

Defective products reported after 48 hours but within 30 calendar days of delivery may still be eligible for a refund or replacement, subject to assessment. After 30 days, faulty products may be repaired or replaced under applicable statutory warranty rights.

5. How to return a product

Once your return request has been approved by our team, we will provide you with return instructions and the return address. Please do not send products back without prior authorisation, as unauthorised returns may not be processed.

You are responsible for securely packaging the product and covering the cost of return shipping unless the return is due to our error (damaged, defective, or incorrect item). We recommend using a tracked and insured shipping method, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

6. Refunds

Once we have received and inspected the returned product, we will notify you of the outcome within 5 business days. If the return is approved, your refund will be processed to your original payment method within 10 business days of approval. Please note that your bank or card provider may require additional time to process and post the refund to your account.

For returns exercising the statutory right of withdrawal, we will refund the full product price including standard outbound delivery costs. If you selected a premium or express delivery option, only the cost of standard delivery will be refunded.

For returns due to customer preference (change of mind), outbound delivery costs are non-refundable and return shipping is at your own expense.

7. Late or missing refunds

If you have not received your refund within the stated timeframe, please first check your bank account or card statement. Then contact your bank or card provider, as processing times may vary. If you have done this and still have not received your refund, please contact us at support@ashburysecure.co.uk and we will investigate as a priority.

8. Exchanges

We are happy to exchange a product for a different size, colour, or model where stock is available. If you would like to exchange a product, please contact us within 14 calendar days of receiving your order. Exchanges are subject to product availability and the same return conditions outlined above. If an exchange is not possible, a refund will be offered.

9. Consumer rights

Nothing in this Refund Policy affects your statutory consumer rights under applicable French, EU, or UK law. Depending on your country of residence, you may have additional rights beyond those described here, including rights to repair, replacement, or refund under consumer protection legislation. For more information about your consumer rights, you may contact your local consumer protection authority.

10. Contact us

If you have any questions about this Refund Policy, your order, or a return request, please get in touch:

Ashbury Secure Solutions
Paola Iraca
29 Boulevard d’Alsace, 06400 Cannes, France
Email: support@ashburysecure.co.uk
Website: www.ashburysecure.co.uk/contact