Terms & Conditions
- Returns, Replacements and Refunds
- User Error
- Fraud Counter-Measures
- Free Shipping Conditions
- PayPal Payments
- Fair Usage Policy for Managed SIM Cards
- PAYG SIMs in GPS Trackers
- Legality of Equipment Use
Although we may attempt to notify you when major changes are made to these Terms and Conditions, you should periodically review the most up-to-date version. Spy Equipment UK may, at its sole discretion, modify or revise these Terms and Conditions and policies at any time (current terms reviewed/amended 23/02/2022). Nothing in this Agreement shall be deemed to confer any third-party rights or benefits.
All software (including HTML coding) used in this web site, together with all design, format, text, graphics, special features, audio, animations, movies, the layout and arrangement thereof and any other content, not specifically referred to on this page, are the property and / or copyright of Intellisphere Ltd T/A Spy Equipment UK, its technology providers or licensors. All rights in these are reserved. Product descriptions, specifications, prices and all other information contained in this web site are all subject to change without notice.
Returns, Replacements and Refunds
All goods sold by Spy Equipment UK are subject to a 12 month repair or replacement warranty starting from the date of initial receipt. This means that any item that shows fault within the first 12 months of sale can be returned for repair or replacement as long as the fault has not been caused by the user. All repairs are free of charge during the warranty period as long as the fault is found to be a manufacturing or specific product failure defect and NOT related to product misuse. After a period of 12 months has expired after receiving your product(s), all out of warrany repairs (if they are possible) will be subject to a minimum repair charge and if more expensive than the standard charge, will incur a fee proportional to the work/costs involved. Although we endeavour to help with ‘ou of warranty’ issues, Spy Equipment UK reserves the right to not replace an item after the 12 month warranty. If an item has been repaired under warranty and returned to the customer the warranty start date will NOT change to coincide with the date of repair. Under no circumstances can Spy Equipment UK offer an extended warranty. Spy Equipment UK guarantee, at its discretion, to replace, or repair, free of charge, within 12 months of the customer receiving a product 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. Any returned item with serial number defaced or removed cannot be positively identified as a product made or supplied by Spy Equipment UK and as such will NOT be repaired or replaced under any circumstances. Any damaged or faulty goods received by the buyer must be reported to Spy Equipment UK at the earliest opportunity and in any case, within 2 days of receipt.
Prior to returning any product you should state your intention using a durable medium in writing (email or letter). You will then be sent an RMA (returns form by email). You must complete this short form and click the submit button which ensures that the RMA gets logged onto our system. Once this has been done, a second RMA email with automatically be sent giving the return address for the product that you wish to send back. The first line of the RMA address is actually the unique returns number.Returned items should be sent via a tacked delivery method to ensure all parcels reach us and are traceable. Lack of postage/courier delivery proof can affect your replacement or refund claim adversely. Retuned damaged goods will generally be evaluated by a member of staff within 3 working days. If fault is found then a replacement will be issued and sent back to the customer, although should the customer instead request a refund and this can be authorised under the circumstances (within warranty period, with no extenuating circumstances, then this will be issued within the statutory period. If no fault is found by our technical support team then the item(s) will be held at the Spy Equipment UK office whilst efforts are made to contact you regarding a return shipping payment for the said product(s). Once the relevant returns shipping payment has been received by Spy Equipment UK, the said product(s) will be shipped back to the address specified for the return. Although Spy Equipment UK offer a fixed and sometimes free shipping fee at point of sale, a non-faulty product return shipping cost will be calculated based on the actual cost of shipping as well as repackaging.
Under the Consumer Contracts Regulations you have the right to cancel your order within 14 days from the date that you receive the product. All cancellation notifications must be received by a Spy Equipment UK member of staff in writing quoting order reference, preferably by email. We cannot accept a return request via our chat window. The Consumer Contracts Regulations 2013 provide the opportunity for customers who’mail order’ goods to check the received items for such things as size, colour, etc. They do not provide the opportunity for a purchaser to use a received product before deciding that it not what they wanted, much in the same way as a ‘High Street’ store would not allow a purchaser to take home and try out purchased goods and still expect an unconditional refund. If after receiving your ordered product(s), you decide that the appearance and size, weight etc. does not meet with your initial expectations at time of purchase, then you may return the item(s) to us together with original product packaging (e.g. box, display enclosure) in original and UNUSED condition, with any security seals in tact. The Consumer Contracts Regulations allow a return/refund period 14 days from the day that the purchased product(s) was/were delivered. Spy Equipment UK often affix individually numbered security seals to products prior to despatch. Any item returned in a used state and/or with the security seal broken (where one is applied) may not be eligible for refund.
All returns, as stated above, should be authorised by a Spy Equipment UK member of staff in writing, after which you will receive and RMA form by email to fill in that will initiate the returns process. The consumer under the Consumer Contracts Regulations 2013 is only entitled to a refund relating to price of the purchased goods only and this refund will exclude the return carriage charge, for which legally, the consumer is totally responsible. If the purchaser decides to return an item for refund under the 14 day ‘cooling off’ period specifies a Pre 9am or Saturday delivery cost option rather than the standard ‘Free’ delivery option, then no reimbursement will be made for the additional delivery cost should an ordered item be returned under Consumer Contracts Regulations ‘cooling off’ period. Any requests for a return of unused product(s) for refund outside the 14 day regulated period will be rejected, without exception. Bespoke or non-standard items manufactured/made to/or adapted to a customers’ requirements, by their very nature, will not be subject to the same cancellation period or refund specified in Distance Selling Regulations. Distance Selling Regulations only apply to purchasers from the United Kingdom. Software products, due to their very nature are classed as non-standard items that are not covered by the distance selling regulations and as such are not covered by our return for refund policy. Refunds under the distance selling regulations can only be agreed ‘in principle’ until the product(s) subject of the return have been received at the Spy Equipment UK office and have been examined and determined to be in an acceptable unused condition, and all accessories and product packaging has been returned. Spy Equipment UK CANNOT make a final decision in regards to a refund unless the product has been returned for examination and refund qualification.
Where a refund has been ‘fully’ authorised, a refund payment will be processed within 14 days from the date that the returned item was received back at the Spy Equipment UK business premises. Once return for refund (subject to product meeting criteria above) under consumer contracts/distance selling regulatins has been agreed, the customer has 14 days to return the product to Spy Equipment UK. Non-return of the product in question during this 14 day period will invalidate this process and may result in a return for refund process default (refund may be declined). Holiday periods, travel abroad, medical conditions or other similar matters will unfortunately not be accepted as mitigating circumstances for a delay in return of an item under this process.
Where sales are classified as ‘business to business’, where goods are returned within a 14 day period sealed and unused, but are not faulty we reserve the right to deduct an administration and restocking fee of 10% of the purchase cost of each product from any refunded amount. In the event that a business returns a non-faulty unused GPS Tracking Device within the same specified 14 day period, we reserve the right to deduct a 12% administration, testing and restocking fee from any refunded amount. A business to business refund relates purely to price of the purchased goods and as such this refund will exclude the return carriage charge, for which legally, the purchasing business is totally responsible. So at the point of sale if an Express or Saturday delivery rather than the standard ‘Free’ delivery option was selected, then no reimbursement will be made for the additional delivery costs.
NB: Under the Money Laundering Regulations 2007, authorised refunds can only returned using the same payment method under which the initial transaction was processed at point of sale (e.g. if payment was made by card then that same card will be reimbursed the relevant refund amount).
Delivery and Instructions
All delivery times stated by any Spy Equipment UK member of staff either on phone, via e-mail or in face to face consultations may be subject to change due to unforeseen circumstances. All orders will be sent via a ‘Signed For’ tracked system (usually by DHL Courier or Royal Mail service). You should receive an email and maybe a text prior to your DHL delivery giving you options to redirect or delay your the delivery of your package. If for some reason you are unavailable to sign for a package that has been sent via DHL, then a card should be left by the courier notifying of who to contact to make other arrangements for another delivery attempt. If by Royal Mail, then the package will be taken to your local area Postal Sorting Office. The customer should be aware that Royal Mail will nvery rarely deliver a Special Delivery package to a neighbour and will not normally simply push through a letterbox, or leave in a porch (e.g.). On all DHL/InXpress deliveries we will only authorise the courier to deliver to the specified shipping address, although the customer may choose to request an alternative arrangement through the couriers own system, at their own risk/discretion. On very rare occasions our courier service may choose to deliver a package to a neighbour rather than fail to complete the delivery that day. This is not an option that we (Spy Equipment UK) have chosen as part of our service, and it is also something that we have no full control over because the decision maybe taken by an individual courier driver. By accepting these terms and conditions the customer is agreeing that he has been made aware of this potential delivery circumstance.
In the event of non-delivery, when a parcel has been taken by Royal Mail sorting office, it is the responsibility of the consumer to contact or attend the relevant sorting office to collect the package or arrange for a re-delivery. In the event that a package has been taken to the local sorting office, but has not been ‘called for’ then Royal Mail will have the package returned to us. As such Spy Equipment UK reserve the right to charge additional postage costs for any item that must be re-sent by ourselves under these circumstances and in this type of scenario Spy Equipment UK can and will only re-deliver to the specified shipping address stated on the order or the ‘billing address’ should this differ.
When making a purchase through the website a genuine email address is required for general correspondence in relation to the order. The email address is needed in order that we can send an order confirmation invoice, tracking information and instructions for the items that you ordered. If you have a valid reason why you are unable to provide an active email address, then you must contact the Spy Equipment UK office staff to arrange for a printed copy of order and instructions to be included within the package along with the products that you ordered. Spy Equipment UK (trading arm of Intellisphere Ltd) cannot legally be held responsible for failing to supply copies of purchase orders, tracking information or instructions, unless a genuine, active email address, accessible by the customer is provided at time of purchase or unless the customer has explicitly made arrangements with a named member of Spy Equipment UK staff in sufficient time to have instructions and a copy of the purchase order included within the package prior to despatch. Spy Equipment UK cannot be held responsible for any of these information emails being picked up in the customers spam folder or for the non-delivery of an email due to the customers’ email box being full or unavailable for some other reason.
Spy Equipment UK cannot be held responsible for the consumer purchasing products that are incompatible with software or certain operating systems. Spy Equipment UK will endeavour to inform all customers of system requirements in the website product description, however, if in doubt the customer should contact Spy equipment UK to ensure that a product will work with their system. Spy Equipment UK can take no responsibility for user error by the consumer that may cause damaging side affects to either the product or anything working in conjunction with said product. If this occurs the user will not be entitled to any form of refund or free replacement. In addition, Spy Equipment UK cannot also be held responsible for any injury caused by the misuse of one of its products.
Due to the high level of on-line fraud in today’s world, Spy Equipment UK undertake extensive security checks on all transactions that have been processed through the website in an effort to maintain integrity and security for its customers and the company itself. As such Spy Equipment UK reserve the right to request additional information to back up or support information already provided by a customer in relation to standard payment security checks undertaken. The request for additional information will be made in email form to the email address specified on the order. Additional information may mean that Spy Equipment UK will need a scan or clear photograph of the front of the payment card used and some photographic
identification such as a Driving Licence or a Passport. Refusal to supply additional requested information will invariably result in the cancellation of your order. All first time orders taken over the phone must be delivered to the billing address of the payment card used and the address supplied for card used must match the details held on the banking systems for the cardholder. For large international orders Spy Equipment UK operate a policy of payment ‘up-front electronically via BACS or CHAPS transfer directly into the Intellisphere Ltd account prior to despatch of any order. Spy Equipment UK reserve the right to specify a courier shipping method for International orders.
Conditions for Free Shipping
Spy Equipment UK offer next day free shipping to any address within the UK on any order valuing over 100 GBP + VAT. The Free Shipping offer is not available on any order total below 100 GBP + VAT, which will be sent via Royal Mail within a 2-3 working day delivery time. Free shipping is also only available for orders shiped to a UK specified address.
Spy Equipment UK also offer the choice to send payment through the PayPal system for quick and safe payment of your order. Please note that all items, paid for by PayPal, that have free shipping selected will still be shipped via a trackable postal service (DHL/InXpress courier or sometimes Royal Mail Special Delivery) to ensure that we can prove delivery of an order. All PayPal charge-backs will be disputed to the fullest possible extent and as such we ask that any customer who is unhappy with their purchase to contact Spy Equipment UK before taking such action.
Fair Usage Policy for Managed SIM Cards (GPS Tracking Devices)
An excessive usage policy applies to this contract: Unlimited tracking SIM provides unlimited tracking to be used in conjunction with your tracking device sold with the SIM for private, personal, commercial purposes. Removal of the SIM card from within the tracking device shall void the tracker warranty, however, should you remove the SIM card for whatever reason, then you may not use your SIM Card – in, or connected to, any other device; or in a way that adversely impacts the service to other Tracking customers. If for any reason the SIM Management Company reasonably suspects that you are not acting in accordance with this policy, the SIM Management Company reserves the right to impose further charges, or transfer you to a tariff which does not include unlimited tracking, or disconnect your account.
Title in any SIM Card will never pass to a Customer, but will remain vested in the Network Provider. All risks in a SIM Card shall pass to the Customer upon delivery by the Company or its carrier of the Equipment to the Customer’s nominated address specified in the Particulars. Once delivery has taken place the Customer is responsible for any loss or damage or unauthorised use of the SIM Card together with the cost of any replacement required. All rights in any numbers allocated to Customers shall at all time remain vested with the Network Provider. If any number allocated to a Customer remains disconnected from the Services for any reason for a continuous period of 6 months the Network Provider may withdraw and re-allocate to a third party any such number.
PAYG SIMs in GPS Trackers
Any GPS tracking device sold by Spy Equipment UK with a Pay As You Go (PAYG) SIM card will be supplied with a Vodafone PAYG SIM. For a Vodaphone PAYG SIM to work with your tracker generally, there must be a minimum of 1.00 GBP credit on the SIM. It is the responsibility of the customer to ensure that the PAYG SIM is kept topped up with credit. With a PAYG SIM in your tracking unit Spy Equipment UK cannot guarantee regular, accurate reports when the unit is in an area of busy or poor signal. PAYG SIMs are first to have their priority reduced for communication during busy usage periods. This facility is purely controlled by the network provider and in no way can Spy Equipment UK ever be held responsible network provider coverage for the installed SIM.
In addition, any Vodafone PAYG SIM that has not been used for longer than 1 month has a high chance of being deactivated and the phone number ‘recycled’ to a new SIM by the network provider. In this event your tracking unit will no longer be able to send out any positional data. To combat this Spy Equipment UK suggest, when the tracker is not in regular use, the customer activates the unit a minimum of once per month to conduct a small distance track. By undertaking this act, the SIM card will remain active and ready to use for the next ‘live’ tracking deployment. Keeping the PAYG SIM active and the unit tracking is the sole responsibility of the customer / user and as such Spy Equipment UK are not responsible for PAYG SIM’s that have been deactivated due to lack of activity.
In the event that a PAYG SIM gets deactivated, the customer will need to contact Spy Equipment UK to arrange return of the unit for replacement of the internal SIM. If anyone other than a Spy Equipment UK member of staff attempts to open up a warranty-sealed GPS tracking unit then the unit warranty will be null and void. In the event that Spy Equipment UK have to undertake a PAYG SIM change in a GPS Tracking Device due to a SIM becoming inactive, then a fee of £45.00 GBP + VAT will be charged before work is commenced
Legality of Equipment Use
All items sold by Spy Equipment UK are legal to operate within the UK and Europe. All responsibility, however, for any infringement of another person’s Human or Privacy rights is squarely upon the customer. As such it is the customer’s responsibility to ensure that the equipment is used in compliance with all Human Rights, Privacy Rights, Civil and Criminal laws active in the area of use. By accepting these terms and conditions you, the customer, agree to take full responsibility for the use of any equipment purchased from Spy Equipment UK. It is not an offence to manufacture or possess a UHF transmitter or GSM/3G/4G/5G/WiFi/GPS Jammer in the UK, but it is illegal to sell and use these products in the UK and EU, so we have taken the decision not to feature or sell these items through the Spy Equipment UK business.
Although Spy Equipment UK staff will assist where possible, Spy Equipment UK cannot be held responsible for the suitability of a products use in a particular situation, either known or unknown. Product specifications are subject to change as usually due to advancements in technology.
Spy Equipment UK reserves the right to substitute products that are out of stock or discontinued with products of a similar nature. If, by mistake, Spy Equipment UK has displayed an item for sale at a mistakenly lower price, then Spy Equipment UK will not be liable to supply that item to the customer at the wrongly stated price, provided that the customer is notified before dispatch of the said product. In these circumstances, a Spy Equipment UK staff member will notify the correct price in order that the customer may decide to cancel or continue with the order at the correct price. If the customer decides not to continue with the order, then the total original order amount will be refunded to the customer in accordance with our refund policy.
Quotations are valid for the period stated and represent no obligation until Spy Equipment UK accepts the buyers order and even then this is subject to the goods being available at the time requested.
Due to the limitations of GPS technology Spy Equipment UK cannot guarantee 100% accurate positioning every time when using any of our GPS tracking devices. This limitation may also include false reports given by the tracking unit due to satellite fluctuation and limitation. Please refer to the Help Desk for limitations on GPS technology.
If any of the above terms and conditions are found at Law to be invalid, the remaining terms and conditions will remain applicable in full.
Intellisphere Ltd T/A Spy Equipment UK
Company Registered No: 7215890
VAT Registered No: 881 4954 86
All Rights Reserved