At Elder Guard, we are committed to providing high-quality personal SOS alarm devices and services. This policy explains your rights regarding refunds, cancellations, and returns in compliance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.  

1. Cancellation Rights

You have the right to cancel your purchase or subscription within 14 days of receiving your device or entering into a subscription agreement. This period is known as the “cooling-off period”. 

To cancel, you must contact us in writing by email or post at: 

Email: info@elderguard.co.uk 
Address: Suite103 Christchurch House, 40 Upper George Street, Luton, Bedfordshire, LU1 2RS

Please provide your name, order number, and the device(s) you wish to cancel. 

Once cancellation is received, we will confirm receipt and provide instructions for returning the device if applicable.  

2. Returning Devices

• Devices must be returned in good condition, with all original packaging, accessories, and documentation. 

• You are responsible for the cost of returning the device, unless it is faulty or incorrect. 

• Devices should be returned to the address provided by our Customer Care team.  

3. Refunds

• Refunds will be issued using the same payment method used at purchase, unless otherwise agreed. 

• Refunds will be processed within 14 days of receiving the returned device. 

• If the device has been used beyond what is necessary to test it, we may deduct an amount to cover any loss of value.  

4. Faulty or Damaged Devices

If your device is faulty or damaged upon arrival, please contact our Customer Care team immediately: 

• We will arrange a replacement device or full refund at no additional cost. 

• Elder Guard is responsible for return postage in such cases. 

5. Subscription Cancellations

• You may cancel a subscription at any time by contacting Customer Care. 

• Subscription fees are non-refundable for the period already used, but no further charges will be applied after cancellation. 

• We reserve the right to suspend or terminate subscriptions for breaches of Terms and Conditions, non-payment, or misuse of the service.  

6. Exceptions to Cancellation and Refunds

Under UK law, certain items may not be eligible for a refund once opened if they cannot be returned for hygiene or safety reasons. 

• Devices that have been activated and cannot be resold may be partially refunded or exchanged at our discretion.  

7. Contact Us

If you have any questions regarding refunds, returns, or cancellations, please contact our Customer Care team: 

Email: info@elderguard.co.uk 
Phone: 08000000000 
Address: Suite103 Christchurch House, 40 Upper George Street, Luton, Bedfordshire, LU1 2RS