Refund & Returns Policy
Clear information about cancellations, returns, faulty products, Order on Request products, Special Orders and Trade purchases.
Consumers normally have 14 days after receiving qualifying goods to tell us they wish to cancel.
Availability and lead time may be confirmed with our supplier after the order is placed.
Faulty, incorrectly supplied or non-conforming products are handled separately from change-of-mind returns.
Returns Made Straightforward
Spark Security Store supplies security and electrical products to consumers, businesses and Trade customers. Return rights and conditions can differ depending on whether you purchased as a consumer or for business purposes and on the type of product ordered.
Online Cancellation Rights
If you purchase from Spark Security Store as a consumer, you will normally have the right to cancel a qualifying online purchase within 14 days after the goods come into your physical possession.
Once you have notified us that you wish to cancel, qualifying goods should normally be returned within a further 14 days.
Statutory exceptions apply to certain categories of goods. Nothing in this policy is intended to restrict or exclude rights that you have under applicable consumer law.
Order on Request & Special Orders
These terms describe two different product situations and should not be treated as identical.
Supplier-Ordered Products
An Order on Request product is not necessarily held in regular stock by Spark Security Store and may be ordered from an approved supplier or distributor after your order is received.
Availability and estimated lead time may therefore require supplier confirmation.
For consumer purchases, marking a standard catalogue product as Order on Request does not by itself remove statutory cancellation or return rights where those rights apply.
Different contractual return conditions may apply where the purchase is made wholly or mainly for business or Trade purposes.
Customer-Specific Products
A Special Order may include a product made, configured, modified or otherwise supplied to a customer’s specification or a clearly personalised product.
Where a statutory exception to the consumer cancellation right applies to such goods, the product cannot be returned simply because the customer has changed their mind.
Where appropriate, the Special Order status and applicable return restriction should be made clear before the customer completes the purchase.
This does not remove applicable rights where goods are faulty, incorrectly supplied, not as described or otherwise fail to conform to the contract.
General Return Conditions
Change of Mind
Consumers purchasing qualifying goods online should notify Spark Security Store within 14 days of receiving the goods if they wish to exercise their statutory cancellation right.
Following notification, qualifying goods should normally be returned within a further 14 days.
Condition of Returned Goods
Consumers may inspect goods in a way that would reasonably be permitted in a physical shop.
Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, an appropriate deduction for diminished value may be made where permitted by law.
Return Delivery Costs
For a qualifying consumer change-of-mind cancellation, the direct cost of returning goods is normally the customer’s responsibility where this has been properly communicated, unless we agree otherwise or applicable law requires us to bear the cost.
Please contact us before arranging the return of heavy, large or specialist products.
Original Delivery Charge
Where a consumer validly cancels an entire qualifying distance-sale order, the refund includes the cost of our least expensive standard delivery option where required by law.
Additional amounts paid for upgraded or premium delivery are not necessarily refundable.
Faulty or Incorrect Goods
If a product is faulty, damaged, not as described or you receive an incorrect product, contact Spark Security Store as soon as reasonably possible.
Please provide your order number and details of the issue. Photographs may assist us with visible damage or incorrect goods but do not remove applicable statutory rights.
Supplier-Direct Delivery
Some orders are fulfilled directly by an approved supplier or distributor.
Returns should still be arranged through Spark Security Store. We may provide a specific authorised return location or procedure for the product concerned.
Return Instructions
Please contact us before sending a product back. Because products may originate from different distribution locations, the correct authorised return destination can vary.
Do not send a return directly to a supplier unless Spark Security Store has instructed you to do so.
Refund Processing
Where a refund is due following a consumer cancellation, it will be processed within the applicable statutory period.
For returned goods, we may be entitled to wait until the goods have been received back or appropriate evidence of return has been supplied, as permitted by applicable law.
Business-to-Business Returns
Consumer cancellation rights described elsewhere on this page apply to consumers and should not be assumed to apply where products are purchased wholly or mainly for business, Trade or professional purposes.
Trade and business returns are subject to the applicable contract terms, product condition, supplier return conditions and the reason for the return.
For Trade and business customers, products specifically obtained against the customer’s order and identified as Order on Request or Special Order are normally non-returnable for change of mind once the order has been accepted and committed to the supplier, unless Spark Security Store agrees otherwise in writing.
This means that a Trade or business customer should check product specifications, compatibility, quantities and requirements carefully before confirming an Order on Request or Special Order.
This restriction does not prevent a Trade or business customer from contacting us where goods are faulty, damaged in transit, incorrectly supplied or where another right or remedy applies that cannot lawfully be excluded.
Where we agree to accept a discretionary business return, supplier handling, collection or restocking charges may apply where permitted by the applicable contract terms. Any such conditions will be communicated before the return is accepted.
Faults Are Not Change-of-Mind Returns
A restriction applying to a change-of-mind return does not automatically remove rights or remedies relating to faulty, incorrectly supplied or non-conforming goods.
Consumer Purchases
Consumers may have statutory remedies where goods are faulty, not as described, not of satisfactory quality or not fit for their applicable purpose.
These rights are separate from the ordinary online cancellation period.
Manufacturer Warranty
Some products may also include a manufacturer’s warranty or guarantee.
A manufacturer’s warranty is additional to, and does not replace, statutory consumer rights where those rights apply.
How to Request a Return
Contact our team before sending a product back.
Give us your order number, product details and reason for the return.
We will provide the appropriate return procedure and destination where required.
Return the goods as instructed and retain appropriate proof of return.
Frequently Asked Questions
What does Order on Request mean?
It means the product may not be held in regular Spark Security Store stock and may need to be obtained from an approved supplier or distributor after your order is received. Supplier availability and lead time may require confirmation.
Does Order on Request mean a consumer cannot return it?
Not automatically. Where the product is a standard catalogue item and statutory consumer cancellation rights apply, simply ordering it from a supplier after receiving the customer’s order does not by itself remove those rights.
Can a Special Order be returned because I changed my mind?
Where a product genuinely falls within a statutory exception, such as qualifying goods made to a customer’s specification or clearly personalised goods, ordinary consumer change-of-mind cancellation rights may not apply. This does not remove applicable rights relating to faulty or incorrectly supplied goods.
Can a Trade customer return an Order on Request product?
Order on Request and Special Order products purchased wholly or mainly for Trade or business purposes are normally non-returnable for change of mind once the order has been accepted and committed to the supplier, unless Spark Security Store agrees otherwise in writing.
What if an Order on Request product is faulty?
Contact Spark Security Store. A change-of-mind return restriction does not automatically remove applicable rights or remedies relating to faulty, damaged, incorrectly supplied or non-conforming goods.
Where should I send my return?
Contact us first. Some orders are fulfilled directly by distributors, so the authorised return destination may vary. Do not return goods directly to a supplier unless we instruct you to do so.
How do I start a return?
Contact Spark Security Store with your order number, product details and reason for return. We will provide the appropriate return instructions.
Contact Spark Security Store
Please have your order number available. Our office is available Monday–Friday, 08:00–17:00 for order, product and return enquiries.