At Elite Car Security, we want you to be completely satisfied with the products and installation services you receive. This policy explains your rights to cancel or return, and how our process works. It applies to both hardware supplied and installation work carried out.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer and you booked with us at a distance (by phone, email or online) or away from our premises, you generally have 14 days from the date of agreement to cancel without giving a reason.
Please note two important exceptions:
- If you ask us to begin installation within the 14-day cancellation period and the work is then fully carried out, you lose the right to cancel once the service is complete.
- Products that are bespoke, made to order, or configured/coded specifically to your vehicle (for example immobilisers and trackers programmed to your car) cannot be cancelled or returned once that work has begun, unless they are faulty.
Returning unused hardware
If you have purchased hardware that has not yet been fitted, and it remains unused, unopened and in its original packaging, you may return it within 14 days of receipt for a refund. You are responsible for the cost of returning the item and for keeping it in good condition until it reaches us.
Faulty or misdescribed goods
Your rights under the Consumer Rights Act 2015 are unaffected by this policy. All products and installation work must be of satisfactory quality, fit for purpose and as described. If something we supplied or fitted develops a fault, contact us and we will arrange a repair, replacement or refund as appropriate. Many of the systems we install also carry a manufacturer warranty, which we will help you claim under.
How to start a return or cancellation
To cancel, return an item or report a fault, please contact us with your name, order or booking details and vehicle registration:
- Phone: 03330 129 028
- Email: tony@elitecarsecurity.london
Approved refunds are issued using the original payment method within 14 days of us receiving the returned item or agreeing the cancellation.