Effective Date: 11 Oct 2025
Company Name: ReAssureLine.
Registered Office: 110 Bilton Road, Rugby, CV22 7AT England, UK
Contact Email: support@reassureline.com
Telephone: 07349 024 563
1. Introduction
At ReassureLine, your satisfaction and peace of mind are our top priorities.
We strive to ensure that all our telecare and personal safety products meet the highest standards of quality, reliability, and performance.
However, we understand that there may be occasions when you wish to return a product or request a refund.
This Returns & Refunds Policy outlines your rights and our procedures in accordance with UK consumer protection laws, including the Consumer Contracts Regulations (2013) and the Consumer Rights Act (2015).
2. Your Right to Cancel (Cooling-Off Period)
If you have purchased your product online, by phone, or by mail, you have the legal right to cancel your order within 14 calendar days from the date you receive your item(s) — known as the cooling-off period.
To exercise this right, please contact us in writing (email is acceptable) before the 14-day period ends.
Important conditions:
The product must be unused, uninstalled, and in its original packaging.
You are responsible for returning the item to us safely and at your own cost.
We recommend using a tracked postal or courier service to ensure safe return.
Once the return is received and inspected, we will issue a refund to your original payment method within 14 working days.
3. Returns Due to Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect product, please notify us within 30 days of delivery.
We will offer one of the following resolutions:
A full refund, or
A replacement unit, or
A repair or exchange, depending on the product type and nature of the fault.
Procedure:
Contact our support team at support@reassureline.com with your order number and details of the issue.
Our team may request photos or a short video to help assess the fault.
We will provide instructions for returning or replacing the product, free of charge.
If the item develops a fault after 30 days but within the warranty period, we may repair or replace it according to our Warranty Policy.
4. Products Excluded from Return
Due to the nature of telecare and personal alarm devices, certain items cannot be returned once opened or used — for hygiene, safety, and regulatory reasons.
This includes (but is not limited to):
Worn pendant alarms, fall detectors, dementia trackers, or any personal wearable devices once activated.
Custom-programmed equipment or units paired with individual user accounts.
Any item that has been installed, configured, or linked to a monitoring service.
Products marked as non-returnable, final sale, or custom order.
If you are unsure whether your product qualifies for return, please contact our support team before initiating the process.
5. Returning Your Item
When returning a product:
Ensure it is safely packaged in its original box with all cables, manuals, and accessories included.
Clearly include your name, order number, and return reason.
Send the item to the address provided by our support team.
We are not responsible for items lost or damaged in transit, so please use a tracked delivery service and keep your proof of postage.
6. Refund Processing Time
Once we receive and inspect your returned product, you will be notified by email regarding the status of your refund.
Refunds are issued to the original payment method.
We aim to process refunds within 7–14 working days after approval.
If the original payment method is no longer valid, please contact your bank or payment provider to ensure successful receipt of funds.
7. Exchange Policy
If you wish to exchange an item for another product (for example, a different model or accessory), please contact us within 14 days of receiving your order.
Exchanges are subject to product availability and the same return conditions as above.
Any price difference (higher or lower) will be adjusted accordingly.
8. Warranty and Repairs
All ReassureLine devices are covered under a 12-month manufacturer’s warranty, unless otherwise stated.
If your product develops a fault after the initial 30-day period but within the warranty period, please refer to our Warranty Policy for further details on repairs, replacements, and coverage.
9. Return Shipping Costs
If the item is faulty, incorrect, or damaged, we will cover the cost of return postage.
If you are returning the product for any other reason (e.g., change of mind, purchased in error), you are responsible for return shipping costs.
We recommend using Royal Mail Tracked, DPD, or another reliable service for your return.
10. Exceptions for Subscription Services
If your device is linked to a monitoring subscription, please note:
Cancellation of monitoring services requires 14 days’ notice.
Any prepaid months will be refunded on a pro-rata basis, excluding any setup or activation fees.
Devices that have been used in active monitoring cannot be refunded once the service has started.
11. How to Contact Us
If you have any questions or concerns about your return or refund, our support team is here to help.
Customer Support Team
Email: support@reassureline.com
Phone: 07349 024 563
Address: 110 Bilton Road, Rugby, CV22 7AT England, UK
We aim to respond to all return and refund inquiries within 1–2 working days.
12. Your Legal Rights
Nothing in this policy affects your statutory rights under UK law.
You are entitled to a refund, repair, or replacement for any item that is faulty, not as described, or unfit for purpose.
For more information about your consumer rights, please visit:
www.gov.uk/consumer-protection-rights
