Last updated: February 2026
14-day cooling-off period. Cancel subscriptions any time. No hidden fees.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a distance purchase within 14 days of receiving goods, without giving any reason. This is your statutory cooling-off period.
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 are entitled to a repair, replacement, or refund regardless of the timescales below.
If you wish to return your SecureHome router, you may do so within 14 days of installation. The router must be disconnected by you, restored to its original condition, and returned with all cables and accessories. You are responsible for disconnecting the router and reconnecting your original broadband router.
On a valid return, we will refund the hardware cost (£159). Installation labour (£90) is a service that has been fully delivered at the point of installation and is non-refundable.
To start a return, email info@securehomeltd.co.uk with your order reference. We will reply within one working day with a return address and instructions. You are responsible for return postage. We recommend using a tracked delivery service.
Once we receive the returned hardware in original condition, your refund will be processed within 5 working days to the original payment method. You will receive an email confirmation when the refund has been issued.
After the 14-day cooling-off period, hardware returns are only accepted for faulty or defective products under the 12-month manufacturer warranty (see Section 6 below).
The installation service is performed in your home by an engineer. Once the installation has been completed, the labour element (£90) is non-refundable as the service has been fully delivered. If you cancel before the engineer arrives, the full amount is refunded.
You may cancel your VPN subscription (£8/month) or Personal Data Protection add-on (£2/month) at any time. There are no cancellation fees and no minimum commitment. Cancel via:
Your subscription remains active until the end of your current billing period. No further payments will be taken. You keep the router hardware -- it's yours. The router's local security features (firewall, network segmentation, encrypted DNS, IDS/IPS) continue working. VPN encryption and cloud-managed security updates will stop at the end of the billing period.
We do not offer partial refunds for the current billing period. If you cancel mid-month, your service continues until the end of that month. If you cancel within the 14-day hardware cooling-off period, any subscription payments already taken are refunded in full.
You can reactivate your subscription at any time. Simply visit the client portal or email us. Reactivation is instant -- no re-installation required.
All payments are processed securely by Stripe. We accept all major credit and debit cards, Apple Pay, Google Pay, and Klarna (Pay in 3). You can review your order before confirming payment. No money is taken until you click "Pay".
If you experience any issues during checkout or believe you have been charged in error, please contact us immediately at info@securehomeltd.co.uk and we will resolve it within one working day.
If your router develops a fault within the 12-month warranty period, contact us and we will repair or replace it at no cost. If a replacement is not available, we will offer a full refund of the hardware cost. For faults discovered within the first 14 days, you are also entitled to a return under Section 2 above.
For full warranty terms, see our Terms & Conditions (Section 7).
For any refund or returns queries: