If you wish to return a product purchased from Mass Vehicle Security Ltd, you must notify us within 7 working days of receiving the item. Please ensure you include your order number when contacting us so we can locate your order quickly.
We will refund the product cost, excluding any delivery charges, unless the product is faulty—in which case the delivery cost will also be refunded.
Returns Conditions:
- Products must be returned unused, in their original packaging, and in resalable condition.
- Any returned items showing signs of use, installation, damage to packaging, missing parts (manuals, looms, brackets, etc.), or wear and tear will incur a handling fee.
- Items returned after the 7-day window (but within 28 days of purchase) may be accepted at our discretion and subject to a 25% restocking fee.
If your order originally included free delivery, we reserve the right to deduct £6.99 for mainland UK and £15.00 for non-mainland addresses (e.g. Northern Ireland, Isle of Man, Channel Islands).
Exclusions:
- Custom-built items, bespoke orders, software (if unsealed), and special modifications (such as custom wiring or fabrication) are non-refundable.
Faulty Goods
If your item is faulty within 14 days of purchase, we will replace it and cover the return and redelivery costs.
For faults arising after 14 days, we will process the return under the product warranty. You’ll need to request a Returns Authorisation Number (RMA) by contacting us. We will arrange collection from your address and return the repaired or replaced item back to you free of charge (UK mainland only). Please allow up to 30 days for warranty repairs.
If an item is found not to be faulty upon inspection, it will be returned to you and a £10 carriage fee may apply.
Warranty Exclusions include:
Wiring looms, remote controls, batteries, software discs, trim fittings, subwoofer coils (if damaged due to misuse or overheating), and other consumables or accessories.
Online Bookings & Installations
Upon completing an online booking or payment, you are entering into a contract with Mass Vehicle Security Ltd.
We aim to contact you within 24 working hours to schedule your installation. Installations are typically arranged within 5 working days, Monday to Friday, with morning or afternoon slots. Our engineers may call you around 30 minutes before arrival.
Please ensure your vehicle is in a suitable and safe location for installation—residential driveways, private car parks, or accessible on-street parking are ideal. Unfortunately, we cannot work in multi-storey car parks or paid-entry locations.
We reserve the right to refuse installation on vehicles that are unsafe, under repair, or unroadworthy.
Cancellations & Amendments
Once you’ve booked and paid, any cancellations or amendments will be subject to the following charges:
| Cancellation Timeline | Fee |
| After order but before booking | £25.00 |
| 24+ working hours before installation | £60.00 |
| Within 24 working hours of installation | £85.00 |
| On-site cancellation of any booked product | £100.00 |
| Missed appointments / vehicle unavailable | £100.00 |
| Amendments to an existing booking | £15.00 |
Refunds will be issued to the original payment method minus any applicable charges.
After Installation
We take pride in the quality of our installation services. If you experience any issues with your installation, please email us at info@massvehiclesecurity.co.uk within 24 hours of the work being completed so we can investigate and assist.
If you have any questions about returns, faulty items, bookings, or cancellations, don’t hesitate to get in touch with our customer care team.
Mass Vehicle Security Ltd
Unit 1, 41 St Thomas Road, Derby, DE23 8RF
Email: info@massvehiclesecurity.co.uk
Phone: 0333 772 2429
