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Returns Policy


Last updated: January 2026

We want you to be completely satisfied with your purchase. However, we operate a faults-only returns policy for all items.

1. Scope of This Returns Policy

This Returns Policy applies only to:

  • Products purchased online through our website, and
  • Items supplied and delivered on a supply-only basis (i.e., goods sent to you without any installation, fitting, programming, configuration, setup, or other services provided by us or our agents).

This policy does not apply to:

  • Installations, fittings, or any work involving assembly or integration of the product into your premises or systems,
  • Services of any kind (including but not limited to repair, maintenance, advice, or ongoing support),
  • Programmed, configured, personalised, or custom-set equipment (e.g., items where software/firmware has been loaded, settings adjusted, or programming carried out as part of the supply contract),
  • Any mixed contracts combining goods with services.

For such excluded items or contracts, different statutory rights may apply under the Consumer Rights Act 2015 (e.g., rights relating to services performed with reasonable care and skill, rather than the short-term right to reject goods). Please contact us directly for details specific to your order if it falls outside this policy.

2. Returns for Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

  • of satisfactory quality,
  • fit for purpose, and
  • as described.

If you receive an item that is faulty, damaged, defective, or not as described (and it falls within the scope above), please contact us as soon as possible (and within a reasonable time – ideally within 30 days of delivery for the strongest short-term rights).

  • Within the first 30 days of delivery: You are normally entitled to reject the item and receive a full refund (including the original delivery charge) if you notify us promptly.
  • After 30 days (but usually within the first 6 months): We are entitled to offer a repair or replacement first. If this is not possible or reasonable, you may be entitled to a full or partial refund.

To make a return:

  1. Contact us at enquiries@mercury-security.co.uk with your order number, a description of the fault, and photos if possible.
  2. We will provide instructions and (where appropriate) agree next steps.
  3. Return the item to: Mercury Fire and Security, 109 Church Road, Burton Joyce, Nottingham, NG14 5GD
  4. Please package the item securely in its original packaging where possible, including all accessories and tags.

3. Return Postage Costs

  • You (the customer) are responsible for the cost of returning the item to us, unless we agree otherwise in writing.
  • We recommend using a tracked and signed-for service for your protection, as we cannot accept liability for items lost in transit when returned at your expense.
  • Return postage costs are non-refundable.

Exception: If we determine the item was faulty or damaged due to our error (including incorrect item sent or damaged in our dispatch), we will refund your reasonable return postage costs upon receipt of proof (e.g., receipt or tracked postage cost).

4. Refunds

  • Once we receive and inspect the returned item and confirm the fault, we will process your refund as soon as possible (usually within 14 days).
  • Refunds will be made to the original payment method.
  • We will refund the full purchase price of the item (and original standard delivery charge if the return is within 30 days and you are rejecting the goods outright).
  • We do not refund any additional express delivery charges unless the fault was our responsibility.

5. Non-Returnable Items

For hygiene, safety or legal reasons, we cannot accept returns for:

  • Items that have been used, worn, or altered
  • Personalised or custom-made items (unless faulty)
  • Any other items clearly stated as non-returnable at the point of sale

6. Change of Mind / Unwanted Items

We do not offer refunds or exchanges if you simply change your mind, decide you no longer want the item, or ordered the wrong size/type (unless the item is faulty or not as described). This is because our policy is limited to statutory rights for faulty goods only.

7. Contact Us

If you have any questions about a return or believe your item is faulty, please email us at enquiries@mercury-security.co.uk or write to Mercury Fire and Security Limited, 109 Church Road, Burton Joyce, Nottingham, NG14 5GD. We aim to respond within 2 working days.

This policy forms part of our Terms and Conditions and reflects your statutory rights under UK law, which are not affected by this policy.