Last Updated: 09/12/2025
We want every customer to feel confident, safe and supported when using their MediAlarm247 device.
This policy explains how returns, refunds and cancellations work for both alarm devices and monitoring subscriptions.
1. Cooling-Off Period (14 Days)
Under UK consumer law, you may cancel your order within 14 days of receiving your device.
To qualify:
• The device must be returned in good condition
• All accessories, chargers and straps must be included
• The device must not be damaged through misuse
Once received and inspected, we will refund the device cost (excluding any delivery fees).
Monitoring subscription fees are refunded only for the unused period.
2. Returns After 14 Days
After the initial cooling-off period:
• Returns for purchased (non-rental) devices are accepted
only if the device is faulty
• Refunds for monitoring services are not provided for past subscription periods
• You may cancel your monitoring service with
30 days’ notice as per our Terms & Conditions
Devices purchased outright and used for more than 14 days are generally non-refundable unless faulty.
3. Returning a Device
To arrange a return, contact us at:
Email:
hello@medialarm247.com
Phone:
0800 688 9961
We will provide:
• A return authorisation
• Instructions on where to send your device
• Packaging guidelines for safe return
Items returned without approval may not be accepted.
4. Condition of Returned Devices
Returned alarms must be:
• Clean and hygienic
• In good working order
• Free from user-caused damage (cracks, water damage, misuse)
• Factory reset (we can assist with this)
Monitoring equipment must be returned before your subscription ends to avoid additional charges.
5. Faulty or Defective Devices
If your device develops a fault:
• Contact us immediately
• We will help troubleshoot
• If the device is faulty, we will repair or replace it at no cost
• If the fault is caused by misuse (drops, water damage, tampering), repair or replacement charges may apply
Your safety is our priority — faults are handled as quickly as possible.
6. Lost Devices
If a device is lost, a replacement fee of £120 applies, as outlined in our Terms & Conditions.
This covers the cost of hardware, programming and activation.
7. Exchanges
We do not offer product-for-product exchanges.
If you need a different model, contact us and:
- Return your device (if eligible)
- Place a new order once your return is approved
8. Monitoring Subscription Refunds
Monitoring fees cover the emergency response service.
These fees are refundable only under the following conditions:
Refunds Granted:
• Death of the service user
• Long-term hospitalisation or medical exemption
• Any failure of service proven to be our fault
Refunds Not Granted:
• Change of mind after the cooling-off period
• Failure to use or wear the device
• Failure to charge the device
• Lack of mobile signal at the customer’s location
• User error or misuse
Compassionate exemptions may apply. We always act reasonably.
9. How Refunds Are Processed
Once your return is received and inspected:
• We confirm approval or rejection
• Approved refunds are processed to your original payment method
• Banks may take several days to complete the transaction
You will receive written confirmation once processed.
10. Need Help?
We’re here to support you, especially during stressful or vulnerable moments.
Email:
hello@medialarm247.com
Phone:
0800 688 9961
If you are unsure whether you qualify for a return or refund, please contact us and we will guide you.
