Terms of service

We would like to assure you that your confidentiality will be maintained in all dealings with our company, and we will not disclose any personal information to a third party under any circumstances unless required to by law. We will not attempt to make any further contact with a customer when a sale or enquiry has been made unless specifically requested to do so by the customer.

If you have any special delivery requirements, please discuss this when placing the order. Due to the nature of the equipment, we sell the goods sold by Spy Catcher Online are not sold on a trial or return basis. Although we will give as much advice as possible, we cannot be held responsible for the suitability of a products use in a particular situation either known or unknown. However, we understand that a customer may purchase a product in error that is unsuitable for a particular use, and we will at our discretion allow a part-exchange to be made for a more suitable product from our range.

Specifications are subject to change as we are continually improving our product range. Spy Catcher Online reserves the right to substitute products that are out of stock or discontinued with products of a similar nature.

Spy Catcher Online guarantee at its discretion to refund, replace, or repair, free of charge, within 12 months of invoice date any goods proven to be faulty by design or workmanship, provided that the goods have not been misused, modified, or attempted to be repaired by anyone other than the manufacturer and provided that the goods have been stored, operated and maintained within the manufacturers specified conditions.

Rechargeable batteries are not covered under our 12 month warranty and will only be replaced if found to be faulty up to 7 days from the date of delivery.

Goods not received within 7 days of ordering must be reported to the seller so that any missing or lost goods investigations can be carried out.

Any damaged goods received by the buyer must be reported to the seller within 2 days of receiving them. Returns must be authorised by us, and a returns form completed (available by e mail on request) under no circumstances will returns be accepted unless so authorised.

We Reserve the right to ship goods direct to the cardholders address even when an alternative delivery address has been provided. If this is not acceptable, please notify us at the time of ordering.

Quotations are valid for the period stated and represent no obligation until the seller accepts the buyers order and are subject to the goods being available at the time requested.

The order is not deemed to be accepted and a contract of sale made until the goods have been dispatched. When an order has been placed and dispatched cancellations will not be accepted unless covered by the consumer contract regulations. When customised or nonstandard items are ordered cancellation will not be accepted once work has commenced on the order or we have purchased the materials to complete the order.

Returns & Cancellation Policy (Distance Sales)

Your Right to Cancel (Consumer Contracts Regulations 2013)

If you purchase online, by phone or by mail order, you have the legal right to cancel your order within 14 days of the day following delivery of your goods.

You then have a further 14 days to return the goods to us.

To exercise your right to cancel, you must notify us by email before the 14-day cancellation period expires.

These regulations apply to UK customers and only to goods purchased remotely (online or by telephone) and shipped to the customer.

Purchases made in person or on our premises are not covered by the Consumer Contracts Regulations and are non-returnable unless faulty. Such purchases are covered by our 12-month warranty and your statutory rights.

This 14-day return window specified under the Consumer Contracts Regulations 2013 is non-negotiable. It is designed to provide customers with ample time to assess whether a product is suitable and to notify the retailer promptly if they wish to return it. We must apply this policy consistently and fairly to all customers.

Additionally, due to the nature of electronic surveillance equipment, we are required to enforce this policy particularly strictly. We have previously encountered situations where equipment has been used to achieve its intended purpose and then returned for a full refund, effectively resulting in free short-term use. To prevent this and to ensure fairness across all customers, we cannot make exceptions outside the statutory return period.

We accept returns in accordance with the UK Consumer Contracts Regulations.

During the 14-day cancellation period, items may be inspected but must not be used, installed, or activated.
Electronics that have been used or installed may be subject to a reduced refund to reflect any loss in value.
Removing the tamper seal or tape will be treated as use of the device, as this is not required for inspection or examination.

Inspection vs Use

UK law allows customers to handle and inspect goods only to the extent that would be possible in a retail shop.

This means you may:

Open the packaging.
Examine the item.
Turn it on briefly to check basic functionality.
Check menus and basic settings.

This right is not a right to use the product. Any handling beyond what would reasonably be possible in a shop may result in a deduction from your refund for loss of value.

Electronics & Surveillance Equipment – What Counts as “Use”

Due to the nature of electronic, surveillance and tracking products, the following actions are considered use beyond inspection:

Activation / Setup
Creating or linking an app account
Pairing the device with a phone or computer
Registering the device online
Updating firmware or software

Physical Installation or Real-World Use

Installing or mounting the product
Wearing, carrying or placing the device in a real environment
Recording footage or audio
Charging and cycling the battery
Using the device for tracking, recording or monitoring purposes
Opening sealed packages such as memory cards
Using adhesive pads or mounting kits
Removing security stickers or security tape as this does not need removing for testing and examination purposes.

Packaging & Condition

Removing protective films or security tape/seals
Damaging or discarding packaging (excluding outer transit packaging)
Missing accessories, parts or documentation

Once any of the above occurs, the product can no longer be resold as new and its value is significantly reduced.

Deductions for Diminished Value

If goods are returned showing handling beyond inspection, we may deduct an amount from your refund to reflect the reduction in resale value, as permitted under Regulation 34(9) of the Consumer Contracts Regulations 2013.

Possible Deductions

Condition When Returned

Opened packaging, unused 10–20%
Protective films removed / minor handling 20–30%
Installed, mounted or used in a real environment 70–100%
Security seal or tape removed 70–100%
Where a product cannot be resold due to its condition or level of use, the refund may be reduced up to 100% of the purchase price.

To receive the highest possible refund, items must be returned:

Complete with all accessories
In original packaging
In “as new” condition
With no accounts registered or personal data stored

We may securely reset any returned devices.

Return Costs

Customers are responsible for the cost of returning unwanted items unless otherwise agreed.

We strongly recommend using a tracked service, as you are responsible for the goods until they reach us.

Refund Processing

Refunds are issued within 14 days of receiving returned goods and completing inspection. Refunds are made using the original payment method.

Refund of Delivery Charges

Refunds cover the cost of the goods and the basic standard delivery charge only.
Any upgraded or express delivery services are non-refundable.

Custom or Special-Order Items

This cancellation policy does not apply to goods made to your specifications or personalised items.

Faulty, Damaged or Incorrect Items

Please inspect your order upon receipt. If you believe an item is faulty, damaged, incorrect or not as described, please contact us as soon as possible so we can resolve the issue.

This policy does not affect our 12-month product guarantee or your rights under the Consumer Rights Act 2015.

Import Duties & Taxes

Customers are responsible for any import duties or taxes charged by their country.If goods are returned due to unpaid import duties or taxes, the original shipping cost will not be refunded.

Tracking Panel Usage

If the tracker goes more than 3 months without logging in the account will be removed from the tracking panel and the SIM card will expire, this is unfortunately necessary as we have to pay the contract SIM and google mapping fees irrespective of usage. When the SIM card expires a new SIM will be required at a cost of £25.00 plus VAT.

Please note the information on the account including credits will be lost when deleted

WEEE Regulations:

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment, and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Recycling reduces the environmental and health risks associated with sending electrical goods to landfill.

We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us. Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item. Under the WEEE Regulations, all new electrical goods should be marked with the crossed-out wheeled bin symbol and be disposed of separately from normal household waste.

Company Number 9047413 VAT number GB 679 0706 03