Returns and refunds
Last updated 4 September 2026. This policy is available to read before you pay, and
it forms part of our Terms of sale. If something is wrong with your order, write
to support@guardianway.store and we will sort it out.
The short version
Thirty days from delivery. Unused, in its original packaging, with everything that came with it. We
pay return shipping if the fault is ours; you pay it if you simply changed your mind. Refunds go back to
the original payment method within five business days of us receiving the item. Sealed consumables and
items with a fitted service tag are the exceptions, and they are listed below.
1. The return window
You have 30 calendar days from the date of delivery to start a return. Start it by
emailing us with your order number and telling us what you want to do. We will reply with a return
authorisation and the address to send it to. Please do not send anything back before you have that
— unauthorised returns are difficult to match to an order and slow your refund down.
2. What condition the item has to be in
Unused, uninstalled, and in the packaging it arrived in, with all fixings, brackets, keys, manuals
and warranty cards. A lock that has been fitted to a door, an alarm that has been screwed to a ceiling
and painted around, or an extinguisher with the tamper seal broken cannot go back to stock and cannot be
refunded. You are welcome to open a box and look at something — that is not “used”. Fitting it is.
3. What we cannot take back
- Discharged or partially discharged extinguishers. Once the seal is broken the unit
must be recharged before it is safe to rely on, and we cannot certify one that has left our control. - Opened sterile first-aid consumables — dressings, gel packs, sealed modules.
An unopened kit is returnable; an opened sterile pack is not. - Fire blankets that have been deployed. They are single use, as the product page says.
- Cut keys and restricted-keyway cylinders where the duplication card has been used or
the keys have been cut to your specification. - Safes and chests that have been bolted down, where the fixing holes have been drilled.
If an item in this list arrives faulty or damaged, section 5 applies instead and you are covered.
4. Who pays return shipping
We do, and we send you a prepaid label, if the item is faulty, damaged in transit,
not what you ordered, or not as described on the product page. You do, and you choose
the carrier, if you have changed your mind or ordered the wrong thing. In that case we recommend a
tracked service, because until it reaches us it is still your parcel. We do not charge a restocking fee.
5. Faulty, damaged or wrong items
Tell us within 7 days of delivery if a parcel arrives damaged, and send a photograph of the packaging
as well as the item — that is what we need for the carrier claim, and it is much harder to make
afterwards. For a fault that appears later, the manufacturer warranty on the product page applies, and
we will handle the claim with the manufacturer on your behalf rather than sending you to them. In
either case you get a replacement or a full refund including original shipping, whichever you prefer.
6. Refunds — how and how long
We inspect a return on the day it arrives. Once accepted, the refund is issued to the original
payment method within five business days. How long it then takes to appear is up to
your bank, and is usually a further three to five business days for a card. We refund the price of the
goods plus any tax charged on them. Outbound shipping is refunded when the return is our fault, and not
when it is a change of mind. We will email you when the refund is issued, with the amount.
7. Exchanges
We do not run an exchange process, because it is slower for you. Return the item for a refund and
place a new order for the one you want; if the new order is placed before the return reaches us, tell us
the new order number and we will make sure the two are handled together.
8. Orders cancelled before dispatch
If you cancel before we dispatch, we cancel the charge and nothing is taken. Because we ship quickly,
email us as soon as you can. If it has already gone, treat it as a return under this policy.
9. Parcels that never arrive
If tracking shows delivered and you do not have it, tell us within 14 days. We will open a carrier
investigation, which usually takes five to seven business days, and we will either resend or refund at
the end of it. We do not ask you to chase the carrier yourself.
10. Your statutory rights
Nothing in this policy limits any right you have under applicable consumer law. Where the law gives
you more than this policy does, the law wins.
11. Where to send a return
We will give you the return address with your authorisation. Please do not send anything to the
registered office; it is not a warehouse and it will delay you. Questions:
support@guardianway.store.