SAFEHOME SECURITY LIMITED

Customer Terms & Policies

 

Terms & Conditions of Sale | Delivery, Returns, Cancellation & Refunds | Two-Year Guarantee | Privacy | Cookies | Complaints

 

 

 

Safehome Security Limited

Company number: 16964470

71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Website: safehomesecurity.co.uk Email: support@safehomesecurity.co.uk Telephone: 0843 122 0153

 

 

This document is intended for UK consumer sales made online, by telephone or through secure payment links. Nothing in these policies affects a consumer's statutory rights.

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1. TERMS & CONDITIONS OF SALE

1. 1.1.About Us

These Terms and Conditions govern the sale of products by Safehome Security Limited, a company registered in England and Wales under company number 16964470, whose registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. References to "Safehome", "we", "us" and "our" mean Safehome Security Limited. References to "you" and "customer" mean the person purchasing products from us. These Terms apply to consumer purchases made through our website, by telephone or through a secure payment link provided by Safehome. Nothing in these Terms excludes or limits your statutory rights as a consumer.

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1. 1. 1.2.Our Products

We take reasonable care to ensure that descriptions, specifications, photographs, dimensions and other information relating to our products are accurate. Images are intended to provide a fair representation of the products offered. Minor differences in colour, appearance, packaging or presentation may occur. Product packaging, components or specifications may occasionally be updated or improved without notice, provided that this does not materially reduce the functionality or quality of the product supplied.

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1. 1. 1.3.Placing an Order

You may place an order through our website, by telephone or through another sales process expressly authorised by Safehome. You must provide accurate and complete information, including your name, delivery address, contact information and payment details. If an order is placed by telephone, we may provide a secure hosted payment link so that you can enter your own card details. Where we expressly accept payment through a telephone-assisted transaction, payment may instead be processed through our authorised payment system.

We will never ask you to send full card details by ordinary email.

 

1. 1. 1.4.Order Acceptance

Submitting an order does not necessarily mean that we have accepted it. We may acknowledge receipt electronically or verbally. Our acceptance occurs when we confirm acceptance or dispatch the goods, depending on the sales process. We may decline or cancel an order before acceptance where a product is unavailable, payment cannot be authorised, information is incomplete or incorrect, we reasonably suspect fraud or unauthorised payment use, an obvious pricing/product-description error has occurred, or we cannot reasonably deliver to the requested address. If payment has been taken and we cannot accept the order, we will refund the relevant amount.

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1. 1. 1.5.Prices

The price payable is the price communicated or displayed when your order is placed, subject to correction of obvious errors. Prices will state whether VAT and delivery charges are included or payable separately. Any applicable delivery charge will be disclosed before you become bound by the order.

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1. 1. 1.6.Payment

Payment must normally be made in full before products are dispatched unless we expressly agree otherwise in writing. We may accept payment through secure online checkout, hosted payment links, telephone-assisted card payments or other payment methods made available by Safehome. Card transactions are processed through authorised payment-service providers and/or acquiring banks. Safehome does not intentionally retain complete card security information such as a card's CVV/security code following authorisation.

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1. 1. 1.7.Delivery

Our standard mainland UK delivery target is normally within 48 hours of dispatch. We generally use Royal Mail and/or Parcelforce. Delivery dates and times are estimates unless we expressly agree a guaranteed delivery date. Further information is in our Delivery, Returns, Cancellation & Refund Policy.

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1. 1. 1.8.Ownership and Risk

Ownership of products passes to you once we have received payment in full. Responsibility for loss of or damage to the goods will normally pass to you when the goods come into your physical possession, or that of a person identified by you to receive them, subject to applicable consumer law.

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1. 1. 1.9.Your Right to Cancel

Consumers purchasing at a distance generally have statutory cancellation rights. Safehome additionally provides a 28-day returns policy. Our operational 24-hour cancellation period concerns our ability to stop an order before dispatch; it does not remove statutory rights you may have after dispatch or delivery.

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1. 1. 1.10.Faulty Products

Products supplied by us must comply with applicable UK consumer law. If a product is faulty, damaged, not as described or otherwise fails to conform to the contract, you may have statutory rights to remedies including repair, replacement, price reduction or refund depending on the circumstances and timing. These rights exist independently of our voluntary two-year product guarantee.

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1. 1. Two-Year Safehome Guarantee

Safehome products are covered by our two-year product guarantee, subject to the conditions set out below. The guarantee is additional to your statutory rights.

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1. 1. 1.12.Our Liability

Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable when the contract was entered into. Products must be installed, operated and maintained in accordance with supplied instructions.

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1. 1. 1.13.Security Products

Our products are intended to assist customers with home and/or personal security. Unless expressly stated otherwise for a particular product, purchase or use of a Safehome product does not constitute a guarantee that burglary, theft, intrusion, damage, injury or other criminal activity will not occur. Customers remain responsible for appropriate installation, operation, maintenance and use. Nothing in this section limits rights or liabilities that cannot lawfully be excluded.

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1. 1. 1.14.Events Outside Our Control

We will not be responsible for delays or failure caused by circumstances outside our reasonable control, such as severe weather, carrier disruption, industrial action, interruption to communications or payment networks, government action or other exceptional events. We will take reasonable steps to minimise disruption.

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1. 1. 1.15.Intellectual Property

The Safehome website and original materials produced by or for Safehome, including Safehome branding, logos, photographs, graphics, product presentation, written content and other original materials, are owned by or licensed to Safehome Security Limited, unless expressly stated otherwise. They may not be reproduced, copied, republished, distributed or commercially exploited without our prior written permission except where permitted by law. Third-party trade marks, carrier names and other third-party materials remain the property of their respective owners.

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1.16.Governing Law

These Terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the UK, you retain any mandatory protections and rights available under applicable law, including rights relating to where proceedings may be brought.

 

 

1. DELIVERY, RETURNS, CANCELLATION & REFUND POLICY

   1. 2.1.Standard Delivery

Safehome currently provides delivery to mainland UK addresses. Standard orders are normally dispatched using Royal Mail and/or Parcelforce. Our standard delivery target is within 48 hours of dispatch. This is a delivery target rather than an absolute guarantee unless a guaranteed service has expressly been agreed.

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1. 1. 2.2.Next-Day Delivery

From time to time we may provide free next-working-day delivery on selected products, orders or promotions. Eligibility may depend on order time, stock availability, delivery location, successful payment authorisation and carrier availability. Where next-day delivery is available, we will endeavour to dispatch the order as quickly as possible.

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1. 1. 2.3.Delivery Delays

If delivery is delayed, please contact our customer service team. We will investigate with the relevant carrier and take reasonable steps to resolve the matter.

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1. 1. 2.4.Incorrect Delivery Information

Customers are responsible for providing an accurate delivery address. If you realise that an address is incorrect, contact us immediately. We cannot guarantee that an address can be changed after an order has entered the dispatch process.

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1. 1. 2.5.Cancellation Before Dispatch

If you change your mind shortly after ordering, contact us immediately. We will normally attempt to stop and cancel orders where the request is received within 24 hours of the order being placed, provided the order has not already been dispatched. Next-day orders may enter fulfilment immediately, so we cannot guarantee that a next-day order can be stopped before dispatch. This 24-hour period concerns stopping an order before dispatch. It does not replace or restrict statutory cancellation rights.

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1. 1. 2.6.Statutory Cancellation Rights

For most goods purchased online or by telephone, UK consumers generally have the right to tell the trader they wish to cancel up to 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions. After exercising the statutory right to cancel, the goods should be returned within the applicable statutory return period.

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1. 1. 2.7.Safehome 28-Day Returns Promise

In addition to statutory cancellation rights, Safehome provides a 28-day returns period. You may notify us that you wish to return an eligible product within 28 days after receiving it. For change-of-mind returns, the product should be returned with supplied components and accessories, in good condition and, where reasonably possible, with original packaging. You may inspect a product to the extent reasonably necessary to determine its nature, characteristics and operation. Where permitted by law, we may make an appropriate deduction if

unnecessary handling has materially reduced the value of returned goods.

 

1. 1. 2.8.How to Make a Return

Contact support@safehomesecurity.co.uk or telephone 0843 122 0153. Please provide your name, order number, delivery address, product being returned, and whether the return concerns a change of mind, fault, damage or incorrect item. We will provide return instructions.

1. 1. 2.9.Return Postage

For returns made solely because you have changed your mind under our additional 28-day policy, you may be responsible for return postage unless we tell you otherwise. If a product is faulty, damaged, misdescribed or incorrectly supplied, we will deal with reasonable return costs in accordance with applicable consumer law.

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1. 1. 2.10.Refunds

Approved refunds will normally be made to the original payment method. Where statutory cancellation rights apply, refunds will be made within the legally required period. Where permitted, we may wait until the goods have been returned or until you provide evidence that they have been sent back. Where required by law following statutory cancellation, we will also refund the cost of our standard outbound delivery. If you selected a more expensive delivery option, we are not normally required to refund the additional cost above our standard delivery method.

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1. 1. Promotional or Free Delivery

Receiving free or promotional delivery does not reduce your applicable cancellation or return rights.

 

 

1. TWO-YEAR SAFEHOME PRODUCT GUARANTEE

   1. 3.1.Guarantee Period

Every Safehome product is provided with a two-year Safehome product guarantee, commencing on the date the product is delivered.

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1. 1. 3.2.What We Guarantee

If your product develops a defect covered by this guarantee during the two-year period, Safehome will, following reasonable verification of the claim, replace the affected product in full without charge.

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1. 1. 3.3.Making a Claim

Contact our customer service team and provide your name, order number or other reasonable proof of purchase, product details, a description of the fault, and photographs or video where reasonably requested. We may ask you to return the affected product for inspection.

1. 1. 3.4.What Is Not Covered

The guarantee does not cover problems caused by deliberate or accidental physical damage; misuse or abuse; failure to follow installation or operating instructions; unauthorised modification, repair or tampering; use outside the product's intended purpose or stated operating conditions; external causes outside the product itself; or normal cosmetic wear and tear that does not materially affect operation.

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1. 1. 3.5.Replacement

Where we accept a valid guarantee claim, Safehome will arrange replacement of the covered product. If the identical model is no longer available, we may offer an equivalent or superior replacement with substantially equivalent functionality.

3.6.Statutory Rights

The Safehome two-year guarantee is additional to your statutory consumer rights and does not replace or restrict them.

 

 

1. PRIVACY POLICY

   1. 4.1.Who We Are

Safehome Security Limited is responsible for the personal information described in this Privacy Policy where we act as controller. Privacy enquiries may be sent to support@safehomesecurity.co.uk or to our registered office.

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1. 1. 4.2.Information We May Collect

Depending on how you interact with us, we may collect identity information; contact and delivery information; transaction, order, refund and guarantee information; payment status and transaction references;

customer-service communications; technical information such as IP address, browser/device and website usage information where collected; and marketing preferences.

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1. 1. 4.3.Why We Use Your Information

We may process personal information to receive and fulfil orders; process payments; arrange delivery; communicate about orders; manage returns, refunds and guarantee claims; provide customer service; prevent and investigate fraud; maintain security; comply with legal, regulatory, accounting and tax obligations; establish, exercise or defend legal claims; maintain and improve services; and send marketing where permitted.

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1. 1. 4.4.Lawful Bases

Depending on the activity, we may rely on contract, legal obligation, legitimate interests or consent. Legitimate interests may include fraud prevention, security, customer service, business administration and protecting legal rights, provided those interests are not overridden by your rights.

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1. 1. 4.5.Payments

Payments may be processed by third-party payment processors, acquiring banks and card networks. Those organisations may process information in accordance with their own legal obligations and privacy policies. Safehome does not intentionally store customers' card security/CVV numbers following transaction authorisation.

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1. 1. 4.6.Delivery Companies

We may share information required to deliver an order with delivery and logistics providers, including Royal Mail and Parcelforce where applicable. This may include your name, delivery address, telephone number, email address and information required to identify and deliver the parcel.

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1. 1. 4.7.Other Organisations

Where necessary, information may also be shared with IT and website service providers, cloud hosting providers, professional advisers, accountants and auditors, fraud-prevention providers, insurers, payment providers, regulatory authorities, law-enforcement authorities where lawfully required, and potential purchasers/investors or advisers in connection with a legitimate corporate transaction subject to appropriate safeguards. We do not sell customers' personal information.

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1. 1. 4.8.International Transfers

Some technology, cloud, payment or other service providers may process information outside the United Kingdom. Where personal data is transferred internationally, we will use an appropriate lawful transfer mechanism where required.

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1. 1. 4.9.How Long We Keep Information

We retain information only for as long as reasonably necessary for the purpose for which it was collected, including applicable legal, accounting, tax, guarantee, fraud-prevention and dispute-resolution requirements.

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1. 1. 4.10.Security

We use reasonable organisational and technical measures intended to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. No internet-based system can be guaranteed to be completely secure.

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1. 1. Your Rights

Depending on the circumstances, UK data-protection law may provide rights to access personal information, correct inaccurate information, request erasure, restrict or object to certain processing, receive certain information in a portable format, withdraw consent where processing relies on consent, and complain about the way personal information is processed. These rights are subject to applicable legal conditions and exceptions.

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1. 1. 4.12.Marketing

We will only send electronic direct marketing where we have an appropriate legal basis. You may unsubscribe using the facility provided or by contacting us. Unsubscribing from marketing will not prevent necessary communications relating to an order, guarantee claim, return or other transaction.

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1. 1. 4.13.Privacy Complaints

Please contact us first if you have a concern about our handling of personal information. You may also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

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1. 1. 4.14.Changes

We may update this Privacy Policy periodically. The current version will be published on our website with its latest revision date.

 

 

1. COOKIE POLICY

   1. 5.1.What Are Cookies?

Cookies are small pieces of information stored on or accessed from a user's device when visiting a website. Similar technologies can include pixels, scripts, tags, web storage and other technologies.

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1. 1. 5.2.How Safehome Uses Cookies

The Safehome website may use cookies and similar technologies for strictly necessary website functionality and security; preferences; analytics; and, where used, advertising or marketing measurement.

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1. 1. 5.3.Consent

Where consent is legally required, non-essential cookies and similar technologies will not be used until the visitor has made the appropriate choice through our consent mechanism. Customers should be offered an appropriate mechanism to reject or manage non-essential technologies.

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1. 1. 5.4.Strictly Necessary Cookies

Some technologies are necessary to provide functionality specifically requested by the user or otherwise fall within an applicable exemption. Where an exemption applies, consent may not be required, although appropriate information should still be provided.

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1. 1. 5.5.Cookie Audit

Safehome will maintain its cookie information based on the technologies actually deployed on the production website. The detailed cookie schedule will be added following completion of a website cookie audit.

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1. 1. 5.6.Managing Cookies

Visitors can use our website's cookie-management tool to accept, reject or modify applicable cookie choices. Browser settings may also allow users to delete or block cookies, although blocking strictly necessary technologies may prevent parts of the website from operating correctly.

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1. 1. 5.7.Changes to This Policy

We may update this Cookie Policy when our website, technology providers or legal requirements change.

 

 

1. COMPLAINTS & CONTACT POLICY

   1. 6.1.Our Commitment

Safehome Security Limited aims to provide high-quality products and customer service. If something has gone wrong, we want the opportunity to resolve it promptly and fairly.

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1. 1. 6.2.Contacting Us

For orders, delivery, cancellations, returns, refunds, product faults, guarantee claims or complaints, contact support@safehomesecurity.co.uk or telephone 0843 122 0153. Our registered office is 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

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1. 1. 6.3.Making a Complaint

Please provide as much relevant information as possible, including your name, order number, contact details, description of the issue, what has happened so far and what you would like us to do to resolve it.

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1. 1. 6.4.Our Response

We will aim to acknowledge complaints promptly and investigate them fairly. Straightforward matters will be resolved as quickly as reasonably possible. If a matter requires investigation involving, for example, a delivery carrier, payment provider or technical product issue, we will keep you reasonably informed.

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1. 1. 6.5.Delivery Complaints

If a parcel has not arrived or has arrived damaged, contact us promptly. We will investigate with Royal Mail, Parcelforce or the applicable delivery provider and arrange an appropriate resolution.

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1. 1. 6.6.Product Complaints

If you believe a product is faulty, provide details of the issue. We may request photographs, video or other reasonable diagnostic information before arranging a return or replacement. This does not affect your statutory rights.

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1. 1. 6.7.Payment and Refund Complaints

If you believe you have been incorrectly charged or have not received an expected refund, please contact us so that we have an opportunity to investigate and resolve the matter. Nothing in this provision prevents you from

exercising statutory, card-scheme, chargeback or other rights available to you.

 

1. 1. 6.8.Escalation

If you are dissatisfied with our initial response, please ask for your complaint to be escalated for management review. We will reconsider the circumstances and provide our final response.

 

 

1. WEBSITE & CHECKOUT INFORMATION

   1. 7.1.Website Footer

The website footer should identify Safehome Security Limited as a company registered in England and Wales, company number 16964470, registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, and provide accessible links to these Terms, Delivery & Returns, Guarantee, Privacy, Cookie and Complaints policies.

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1. 1. 7.2.Checkout and Telephone Sales

Before a customer becomes bound by an order, Safehome should make the relevant product description, total price and taxes, payment arrangements, delivery arrangements/costs, cancellation information and other legally required pre-contract information clear. For telephone and other distance orders, customers should receive confirmation of the contract and applicable information in a durable form, such as email, no later than delivery.

Important implementation note

The detailed cookie schedule has intentionally not been included pending an audit of the production website.