Delivery & returns

 

We offer free next day delivery on all orders received and accepted by 12:00 Monday to Friday. Deliveries will be made using DHL and deliver to a UK address only. 

Deliveries will be made between 8am and 6pm, Monday to Friday. If you’re not at home at the time of delivery, a calling card will be left at the address. DHL will attempt to redeliver your item three times or deliver to a neighbour/safe place.

Deliveries to these postcodes: AB31-56, BF (all), HS (all), IM (all), IV (all), KA27-28, KW (all), PA20-80, PH15-50, TR21-25, ZE (all) will arrive within three working days.

Deliveries may occasionally be delayed due to circumstances beyond our control but we will let you know if there’s a problem. We will aim to fulfil all orders within 30 days of order acceptance.

You can track your delivery via the email sent on dispatch of your items.

Returning an unwanted item?

We hope you are completely happy with your items but if you happen to change your mind, you can return your purchase to us by letting us know no later than 14 calendar days after taking delivery, by calling our customer service team on 0800 004 999. A member of our team will email you a returns label and a customer ID number to include within your return with a link to schedule the collection of your items. Please then pack up the item in the original packaging and box and return to:

Protect My Property (Returns Department)
11 Silver Fox Way
Cobalt Business Park
Newcastle Upon Tyne
NE27 0QJ

To be eligible for a full refund we must receive your item within 14 days of letting us know in the same condition you received them in. For items purchased as part of a package, all items should be returned together. Where items have been used, parts are missing or you are unable to provide proof of purchase we will deduct reasonable amounts from your refund to cover this. 

The cost of shipping will be deducted from your refund for unwanted items. Alternatively, you can send the products back via your own means of shipping ensuring you have proof of delivery.

Once we receive your item, we will aim to process any due refund within 7 to 10 working days to your original method of payment. 

Returning a faulty item?

Our Smart Homes products and accessories are covered by a 12 month warranty from the date of purchase. If any of your items develop a fault within 12 months, we will repair or replace them free of charge.

Where a product has been setup by one of our professionals, the workmanship will be covered by our warranty for 12 months from the date setup was completed. If a visit is required to carry out a repair, then we will arrange this with you. 

If you think there is a problem with your items, please raise a support ticket via the support centre in the app or call us on 0800 004 999 for help.

We can offer an advanced replacement service or a full refund if a fault occurs within the first 30 days of receiving your items. Should you opt for a replacement, we will provide you with a replacement item within three working days. Once you have received your replacement item, we will ask you to send the faulty product back to us. 

Contact Us

If you have any questions on our delivery or returns policy, contact us via the support centre section of your app, chat with us on our website or call us on 0800 004 999.