Last Updated: 3 July 2026

1. Overview

At Security Direct Products Ltd, we are committed to providing high quality products and excellent customer service.

Many of the products we supply, including roller shutters, steel doors, fire shutters, fire curtains, security grilles and window security products, are manufactured specifically to your individual requirements. As a result, different cancellation and return rights apply depending on the type of product purchased.

This policy explains your rights when cancelling an order, returning products and requesting a refund.

 

2. Contact Details

If you need to cancel an order, report a problem or arrange a return, please contact us:

Security Direct Products Ltd

Suite A
Annie Reed Court
Annie Reed Road
Beverley
East Yorkshire
HU17 0LF

Telephone: 0800 046 6380

Email: sales@securitydirectuk.com

Please quote your order number whenever possible.

 

3. Cancelling an Order

Before Production Begins

If you wish to cancel your order before manufacture or processing has started, please contact our Sales Team immediately.

Where production has not commenced, we will normally cancel your order and issue a full refund.

After Production Has Started

Once manufacture has started, cancellation may no longer be possible.

Where cancellation is accepted after production has begun, we reserve the right to deduct any costs already incurred, including:

• Design work
• Engineering
• Materials ordered
• Manufacturing costs
• Administration costs

The amount deducted will depend on the stage of production.

 

4. Bespoke & Made-to-Measure Products

The majority of our products are manufactured specifically for your individual requirements.

This includes (but is not limited to):

• Roller Shutters
• Fire Shutters
• Fire Curtains
• Steel Security Doors
• Fire Exit Doors
• Security Grilles
• Window Security Barriers
• Window Bars
• Retractable Security Grilles
• Custom made Spare Parts
• Products manufactured to customer dimensions or specifications

Under the Consumer Contracts Regulations 2013, personalised and made to measure products are exempt from the standard 14 day cancellation period.

Unless faulty, damaged or incorrectly supplied, these products cannot be cancelled or returned once manufacture has commenced.

 

5. Standard Stock Products

Some products sold by Security Direct are standard stock items.

Consumers purchasing standard stock products online may have the right to cancel their order within 14 calendar days of receiving the goods under the Consumer Contracts Regulations 2013.

To exercise this right, you must notify us in writing within the cancellation period.

Once your cancellation has been accepted, you must return the goods within 14 days.

Returned items must be:

• Unused
• Complete
• In their original packaging where reasonably possible
• Suitable for resale

Unless the goods are faulty or supplied incorrectly, you are responsible for the cost of returning the goods.

 

6. Business Customers

The statutory cancellation rights described above apply only to consumers.

Orders placed by businesses, companies, organisations or individuals purchasing for commercial purposes do not benefit from the cancellation rights provided by the Consumer Contracts Regulations.

Any cancellation of business orders is entirely at our discretion.

 

7. Returns of Standard Stock Items

We may accept returns of standard stock products outside the statutory cancellation period, subject to our approval.

Where accepted:

• Goods must be unused.
• Goods must be returned in their original condition.
• Goods must be suitable for resale.
• Proof of purchase must be provided.

A 20% restocking charge may apply to accepted returns.

Original delivery charges are non-refundable unless the return is due to our error.

 

8. Damaged, Faulty or Incorrect Goods

Please inspect your delivery as soon as it arrives.

If goods arrive:

• damaged,
• faulty,
• incomplete,
• or incorrect,

please notify us as soon as possible.

For transport damage, we request notification within 72 hours of delivery to enable us to make a claim with the carrier.

This request does not affect your statutory rights.

We may request:

• photographs,
• delivery notes,
• serial numbers,
• or additional information

to help us investigate the issue.

 

9. Consumer Rights for Faulty Goods

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If goods are faulty, not as described or not fit for purpose, you may be entitled to:

• a repair,
• a replacement,
• a price reduction,
• or a refund,

depending upon the circumstances.

Where appropriate, we may inspect or test the returned goods before agreeing the appropriate remedy.

10. Returning Goods

Please do not return goods without contacting us first.

Once your return has been approved, we will provide instructions explaining:

• where the goods should be returned,
• packaging requirements,
• any collection arrangements,
• and any reference numbers required.

Goods remain your responsibility until they have been safely received by us.

11. Refunds

Where a refund is approved, it will normally be processed using your original payment method.

Refunds will usually be processed within 14 days of:

• receiving the returned goods; or
• receiving satisfactory evidence that the goods have been returned,

whichever is applicable.

Where only part of an order is returned, only the relevant value of those goods will be refunded.

 

12. Delivery Charges

Original delivery charges will only be refunded where:

• goods are faulty,
• incorrectly supplied,
• or where required by law.

Return delivery costs are the customer's responsibility unless the return is due to our error or the goods are faulty.

 

13. Incorrect Pricing

Although we take every reasonable care to ensure pricing and product information is accurate, errors may occasionally occur.

If we discover an obvious pricing or description error before accepting your order, we reserve the right to:

• cancel the order,
• reject the order,
• or offer you the opportunity to proceed at the correct price.

If payment has already been taken, any refund due will be processed promptly.

14. Exchanges

Where practical, we may offer a replacement product instead of a refund.

Replacement products are subject to product availability and may occasionally differ slightly if manufacturers have updated specifications.

If a suitable replacement cannot be supplied, we will discuss the available options with you.

 

15. Your Statutory Rights

Nothing contained within this Returns & Refund Policy limits or excludes any rights you have under applicable UK consumer law.

Your statutory rights remain unaffected.

 

16. Questions

If you have any questions regarding this policy or require assistance with a return, cancellation or warranty claim, please contact our Sales Team.

Telephone: 0800 046 6380

Email: sales@securitydirectuk.com

Website: https://securitydirectuk.com