Returns and warranty

Here’s what you get when you buy from us, before and after your camera arrives.

In short

• 18-month warranty on every RuralGuard camera. If a genuine fault shows up in that time, we repair it, replace it or refund you, free of charge.
• Help for as long as you own it. Our support doesn’t stop when the warranty ends. Advice, checks and settings help are free for the life of your camera.
• A real person, six days a week. Ring or WhatsApp us 8am to 6pm Monday to Friday and 9am to 1pm on Saturdays. We usually reply within two hours.
• Signal checked before it ships. We check 4G coverage at your postcode before your camera leaves us. If it won’t work at your spot, we’ll tell you and refund you in full before it ships.
• 30 days to change your mind. Not right for you? Send it back for a refund or an exchange.
• Repair first, with a clear price. If a camera ever needs paid work, we’ll tell you the cost before we touch it, and we’ll tell you honestly if a repair isn’t worth doing.

30-day money-back guarantee

You have 30 days from the day your order arrives. If the camera isn’t right for you, get in touch within that time and we’ll arrange a refund or an exchange, whichever you prefer.

To start a return, email hello@ruralguardsecurity.co.uk or WhatsApp us on 07494 304682. Have your order number to hand, or the postcode the camera was delivered to, so we can find your order.

We’ll email you the return instructions and a prepaid Royal Mail Tracked returns label. Print it, stick it on the parcel, and hand it in at a Post Office or book a collection from your address.

Please send the camera back complete, with all its mounts, cables, brackets and accessories. You’re welcome to unpack it and try it, just as you would in a shop, and that won’t affect your refund. If something comes back damaged or with parts missing, we may reduce the refund to cover it.

Return postage. If you’re returning a working camera because you’ve changed your mind, the cost of the return label comes off your refund. If the camera is faulty or arrived damaged, we pay the return postage in full.

Our return address is:
RuralGuard Security Ltd
31 Langdales Avenue
Cumbernauld
Glasgow G68 9DH

Once your return reaches us

We’ll email you when your return has arrived and been processed, usually within five working days. Refunds go back to the card or account you paid with, and normally show within two to three working days after that.

SIM plans

SIM plans are a service rather than a product, so they work a little differently.

• Monthly plans can be cancelled at any time. Your plan runs to the end of the month you’ve already paid for. We don’t refund part-months.
• Yearly plans cancelled within the first 30 days are refunded in full, less one month for the service you’ve used.
• Returning a camera? Tell us if you’d like its SIM plan cancelled too. We won’t cancel it automatically, in case you’re keeping another camera on the same account.

Your 18-month warranty

Every RuralGuard camera is covered for 18 months from the day it arrives with you.

If something goes wrong, get in touch with your order number and a description of what the camera is doing. Screenshots of the app and a short video help a lot.

We’ll start by talking you through a few checks by phone, WhatsApp or email. Plenty of faults turn out to be signal, power or a setting, and we can usually get you back up and running the same day without the camera going anywhere. If the checks don’t solve it, we’ll arrange for the camera to come back to us for testing, at our expense.

If we confirm a genuine fault, we’ll repair or replace the camera, or refund you, depending on what you’d prefer and what we have in stock. Warranty work is always free of charge.

What the warranty doesn’t cover. Damage in transit is our responsibility and is always covered. Damage that happens after delivery isn’t, including impact damage, cut or chewed cables, water getting in through a badly sealed installation, and damage from repairs or modifications. If a camera comes back to us with damage like that, we’ll contact you with the cost of any repair before doing anything.

After your warranty ends

Still get in touch. Our help doesn’t stop at 18 months. We’ll talk you through checks and settings at no charge, and most problems are sorted that way.

If the camera does need to come back, repairs outside the warranty are chargeable. We’ll test it first and give you a clear price before any work begins. If a repair isn’t worth the money, we’ll say so and help you choose the right replacement. We will never carry out chargeable work without your agreement.

Before you install

4G cameras rely on the mobile signal at the exact spot they’re mounted, which can be different from the signal at your house. If you’re unsure, send us the postcode on WhatsApp before you put the camera up and we’ll check the coverage with you. A quick message beforehand avoids most of the returns we see.

Your legal rights

Everything on this page is on top of your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations. It doesn’t replace or reduce them.

Get in touch

Ring or WhatsApp 07494 304682, or email hello@ruralguardsecurity.co.uk. We’re here 8am to 6pm Monday to Friday and 9am to 1pm on Saturdays. Message any time, and if it’s out of hours we’ll pick it up first thing.