Returns & Refunds Policy

Last updated: 19 October 2026

At XINDUM, we want you to feel confident when shopping for smoke alarms, carbon monoxide alarms and other home safety products.

This policy explains how to request a return, cancel an eligible online order, report a faulty or damaged product, and receive a refund.

Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded or limited.

1. Your Right to Cancel an Online Order

If you are a consumer in the United Kingdom purchasing eligible goods online, you will generally have the right to cancel your order within 30 days after receiving the goods, without giving a reason.

For orders delivered in multiple shipments, the cancellation period will generally run from the day you receive the last item.

After notifying us that you wish to cancel, you will generally have a further 30 days to return the goods.

Some legal exceptions may apply. If an exception is relevant to your order, we will explain it as required by law.

2. How to Request a Return

To request a return or cancellation, email support@xindum-safety.com with the following information:

• Your order number.

• The product name or model.

• Whether you are requesting a cancellation, a change-of-mind return, or help with a faulty or damaged item.

• Any relevant photographs or supporting information, where applicable.

Our team will provide the applicable return instructions and return address.

Please do not send an item to an address that has not been confirmed by our support team.

3. Condition of Returned Products

For a change-of-mind return, please handle the product only as much as reasonably necessary to establish its nature, characteristics and functioning.

Where possible, return the product with its original packaging, accessories, manuals and included components.

If the product has been handled beyond what is reasonably necessary and its value has diminished as a result, we may be entitled to make a deduction where permitted by applicable law.

Original packaging is helpful but will not automatically remove your statutory rights if it is unavailable.

Products that are faulty, damaged, incorrectly supplied or not as described will be handled in accordance with applicable consumer law.

4. Return Shipping Costs

For a change-of-mind cancellation, you may be responsible for the direct cost of returning the goods if we informed you of this responsibility before the purchase, as required by law.

If an item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it. We will explain the appropriate arrangements and will not impose return costs where doing so would breach your statutory rights.

5. Refunds for Eligible Cancellations

For a valid statutory cancellation, we will refund the payments required by law, including the cost of the least expensive standard delivery option offered where applicable.

We are generally required to issue the refund within 30 days after receiving the returned goods or, where permitted by law, receiving evidence that the goods have been sent back, whichever occurs first.

Refunds will normally be made using the original payment method unless you expressly agree otherwise.

Your payment provider may take additional time to display the refunded amount in your account.

6. Faulty, Damaged, Incorrect or Missing Items

Please contact support@xindum-safety.com if:

• Your product arrives damaged.

• You receive the wrong item.

• An item is missing from your order.

• The product does not work as described.

• You believe the product has a manufacturing defect.

Include your order number and a clear description of the issue. Photographs or videos may help us assess the situation.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund or another remedy.

We will assess the issue and explain the available next steps. Any statutory remedy you are entitled to will not be restricted by this policy.

7. Returns Outside the Statutory Cancellation Period

If you request a change-of-mind return after the statutory cancellation period has expired, we will review whether any additional voluntary return arrangement applies to your purchase.

Unless a separate promotion or written offer states otherwise, we do not promise that every non-faulty product can be returned outside the applicable statutory cancellation period.

This does not affect your rights in relation to faulty, misdescribed or otherwise non-conforming goods.

8. Exchanges

If you would like a different product, please contact us before sending your original item back.

An exchange may depend on stock availability and the nature of the request. Where an exchange is not available, we will explain any applicable return and repurchase options.

Your statutory rights remain unaffected.

9. Refunds for Promotional or Discounted Orders

Products purchased using a discount code or during a promotion remain subject to applicable consumer law.

If you cancel an eligible order, any refund will be calculated according to the amount actually paid and the applicable legal requirements.

A sale price or promotional offer does not remove your statutory rights.

10. Contact Us

For returns, cancellations and refund enquiries:

Email: support@xindum-safety.com
Website: https://www.xindum-safety.com/

Please include your order number in your message.

We aim to respond as promptly as reasonably possible and will explain the next steps for your request.

This policy should be read alongside our Shipping Policy and Warranty Policy.