Returns policy and FAQs

We hope you are happy with your order, however if you change your mind, want to return your order or cancel your subscription then please let us know through any of the contact methods below.

The personal alarm equipment is rented to you for the duration of your subscription (with the exception of the Personal Alarm Watch) and we ask you to return your equipment when you no longer need it. We make the returns process as easy as possible by supplying you with a freepost Royal Mail return collection bag once you have contacted us.

How to contact us
Returns policy at a glance
Full terms and conditions
Frequently Asked Questions

How to contact us about returning your alarm

There are several ways to let us know you would like to return your order or cancel your subscription:

Complete our online cancellation form. You will need to know your customer number or the alarm user's postcode.
If you would prefer to speak to someone, or you are cancelling for a reason other than the alarm user has passed away or moved into a care, call our Customer Services team on freephone 0800 085 7371. Our Customer Services lines are open Monday – Friday 9am – 5pm.
Alternatively, email enquiries@ppptakingcare.co.uk and we’ll get in touch.

Once we have received your request, we will send you a freepost Royal Mail return collection bag. Put the personal alarm equipment in the bag and send it back to us.

Returns policy at a glance

Our personal alarms have a 30-day money back guarantee. If you return your personal alarm within 30 days of ordering, we will refund the full cost of your order.

Any cancellation should be communicated to us via phone, online form, email or post with a clear statement of your cancellation.
We will refund all payments that we have already received without undue delay using the same means of payment as used for the initial transaction. You will not incur any fees for the reimbursement.
Where you cancel a contract for your selected products and services and you have already received equipment required to access the service, you will be required to return the equipment to us within 28 days of the date of cancellation.
The equipment must be returned in the same condition in which it was dispatched to you. We will supply you with a freepost Royal Mail return collection bag to help you do this.
In the event that we do not receive the equipment back within 28 days we will be entitled to charge you a sum of £250.

Our Terms and Conditions, including full returns policy, can be viewed here.

Frequently Asked Questions: returns and refunds

Do I need to include my name, customer number or receipt when I return the equipment?

No, we will send you a freepost bag that has a customer ID sticker on it so we can identify who has returned the equipment.

We recommend that customers keep the receipt provided by the Post Office as proof of postage.

My Post Office does not accept freepost bags. What should I do?

It is rare but some Post Offices will not accept freepost bags. You can either try a different Post Office or call our Customer Services team on freephone 0800 085 7371 to arrange an alternative postage method. Lines are open 9am - 5pm, Monday - Friday.

What happens once you receive the alarm equipment?

Once the equipment is returned to us, we will process any refund due using the original payment method. We would not normally contact you again once you have requested to cancel the service, unless the equipment is not returned.

Do I need to send back the original packaging?

If you have lost the original packaging then please don't worry. All you need to return is the personal alarm equipment using the freepost bag we provide. You do not need to add any padding or find a replacement box. The bag has a sticky strip which you will need to fold down to seal the bag. The return address will be on the front of the bag.

Do I need to clean the equipment before I return it?

No, you do not need to clean the equipment before returning it to us.

Can I exchange by personal alarm for an alternative?

Yes. If you are not satisfied with your personal alarm then please contact our Customer Services team so we can recommend an alternative model. We'll send your alternative alarm by courier and include a freepost returns bag for the old alarm. Call Customer Services on freephone 0800 085 7371, 9am - 5pm, Monday to Friday.

How is my refund calculated?

If you cancel your personal alarm service within the 30-day money back guarantee period, we will refund the full amount of your order. Outside of this period, we request 1 month's paid notice and on return of the equipment, we will refund the remainder of the subscription period, if you are paying annually.

How long does it take to process my refund?

Customers will normally receive their refund 5 - 7 working days after the equipment has been received and registered internally as returned.

How will I receive my refund?

We will process the refund using the original payment method. If you paid by cheque, any refund will be transferred to your bank account.

I have sent my alarm back but I have not received the refund I expected. What should I do?

Please email enquiries@ppptakingcare.co.uk and attach proof of postage so our Customer Services team can investigate.

Do I need to cancel the Direct Debit?

We will cancel the Direct Debit, unless you set up a Direct Debit or Standing Order directly with your bank.

Do I own the personal alarm?

With the exception of the Personal Alarm Watch, you do not own the personal alarm equipment. It is rented to you for the duration of your subscription. This is why we ask you to return your equipment when you no longer need it.