(Installations & Vehicle Security Products)
This policy applies to all products and installation services supplied by Lock and Track.
Because many of our products are electronic security devices professionally installed into vehicles, our refund policy differs from standard retail goods.
1️⃣ 30-Day Refund Period
We offer a 30-day refund period from the date of installation or delivery (whichever is later).
After 30 days, we cannot offer a full or partial refund unless required under consumer law.
2️⃣ Nature of Our Products & Services
Most of our products (including immobilisers, trackers, and security systems) are:
Professionally installed into your vehicle
Wired into vehicle systems
Paired, programmed, and configured specifically for your vehicle
Because of this, once installed, these products are considered used and customised, and cannot be resold as new.
3️⃣ Change of Mind
If you change your mind:
You may request removal within 30 days of installation
A removal fee will apply to cover labour and travel
The original installation fee is non-refundable
Any hardware removed will be considered used and may only qualify for a partial refund at our discretion
4️⃣ Faults, Issues & Diagnostics (IMPORTANT)
If you believe there is a fault with your system or that it is affecting your vehicle:
👉 You MUST contact us first before allowing any third party (garage, auto electrician, dealer, etc.) to inspect, diagnose, remove, or modify the system.
We will:
Arrange inspection
Provide troubleshooting
Advise next steps
Attend the vehicle if required
❗ Unauthorised Work Voids Liability
If you allow any third party to:
Remove the device
Tamper with wiring
Carry out diagnostic work
Modify or interfere with the system
WITHOUT our prior approval, then:
We are not liable for any costs you incur
We are not responsible for labour, repairs, diagnostics, or replacement parts charged by others
This may void any warranty or refund eligibility
We cannot be held responsible for another garage’s diagnosis, assumptions, or repair decisions.
5️⃣ Claims That a Device Caused Vehicle Faults
Modern vehicles are complex and may develop electrical or module faults unrelated to our products.
If a customer claims our system caused a problem:
We must be given the opportunity to inspect the vehicle first
We must be allowed to assess the installation
No third-party repairs should be authorised without our written approval
We do not accept liability for:
Garage diagnostic fees
Module replacements
Electrical repairs
Labour costs
…where these were authorised without giving us the chance to inspect and resolve the issue first.
6️⃣ Approved Fault Resolution
If a genuine fault is found with our product or installation, we will at our discretion:
Repair the issue
Replace faulty equipment
Reinstall correctly
This will be done at no cost to you within the warranty period.
A refund will only be considered if:
We have inspected the issue
We confirm the product is faulty
A repair or replacement is not possible
7️⃣ Returns of Uninstalled Products
If you purchased a product that has not been installed:
You may return it within 30 days
It must be unused and in original packaging
Return shipping is your responsibility
Installed products do not qualify as unused goods.
8️⃣ Removal Requests
If you request removal of a working system:
A call-out and labour fee applies
No refund is given for time already spent installing
Removed devices are considered used
9️⃣ Late or Missing Refunds
If a refund is approved, it will be returned to your original payment method. Processing times depend on your bank or card provider.
🔟 Need Help?
If you experience any issue, contact us immediately so we can help:
📞 0333 880 8822
📧 info@lockandtrack.co.uk
Do not authorise third-party repairs before speaking to us, as this may affect your rights under this policy.