My Order

My order is missing an item, what should I do?

First, check whether you have received all parcels in the consignment (the number of parcels shipped should be shown on the delivery label)

If you have received all of your parcels, but an item is missing, please contact us with the order details (invoice number) and details of the missing item(s), so that we can investigate further and agree on an appropriate remedial action.

When will I receive my order confirmation?

Shortly after placing an order with us, you will receive an email confirming the order.

You will receive a further email confirming shipment when the goods are dispatched.

I’m ordering a large quantity of goods, can I get a discount?

We offer quantity price breaks as shown on our website.

If you are looking to order a quantity greater than the upper price break quantity as shown on the website, please call us to discuss your requirement.

I need an invoice for my order, where can I get this from?

When placing an order with us online, you will get an invoice as soon as you make payment. If you ever need a copy invoice this can be obtained by calling in the office and requesting a copy.

For Non-Online orders, if you have supplied an email address, a copy of your invoice will emailed to you once the order process has been completed, alternatively, a hard copy invoice will be sent with the ordered goods.

What is your product code?

All of our items have a unique product code. The standard format is usually two letters followed by a sequence of letters and/or numbers. i.e. EP RSSB1

The product code can be found on our website, it is displayed on the product page, normally immediately below the product image and will also be clearly shown on your invoice.

Note; for some products, such as our mirrors, where certain models are available in a range of sizes& shapes, the Product Code for a specific size or shape will be displayed in the drop down selector menu for that range of mirrors.

The item I want is out of stock, when will it be back?

Occasionally high demand for a particular product or possibly even a manufacturing glitch, may put it temporarily out of stock. Should your order include an item which is temporarily out of stock there may therefore be a short delay in shipping your goods to you.

We keep good stock levels of all popular products and receive daily deliveries of goods, so even if a product is out of stock, we can normally restock within 2-5 working days.

If our website does not indicate when the product is likely to be back in stock, please call or email us for an estimated availability date.

It is also worth viewing our alternative (*People who bought) product section on your chosen product page, as there may be an alternative item that is suitable and available for immediate dispatch.

How long will it take to receive my order?

Subject to stock availability, orders placed by 12.00 noon for delivery to UK mainland addresses will normally be shipped for a next working day delivery.

For larger orders, orders for shipment to non-UK mainland addresses, or orders which are time critical, please call us and speak with a member of our team who will be happy to give you an estimated delivery date / time and cost.

Payment

What payment types do you accept?

We are happy to process your order via a number of convenient payment methods and accept the following:

  • Credit/Debit Card
  • PayPal
  • PayPal Credit
  • Bank Transfer
  • Pre-agreed credit terms

All credit/Debit card transactions are securely processed via Barclaycard, please note overseas transfers may take longer to process.

How does PayPal credit work?

PayPal Credit is like a credit card, but without the plastic.

Providing you’re eligible, PayPal offer a facility to spread the payments over a number of months (for orders over £99.00)

You’d need to login to your PayPal account to see if you can use this facility and speak to them regarding any questions you may have before signing up.

If you’re already signed up to PayPal Credit, it will be shown as an option in your methods of payment in your PayPal Checkout and you can select the option suitable for you and your circumstance.

This facility is wholly operated by PayPal and is used simply as a payment option by Insight Security.

Do you offer Account terms for customers?

Subject to approval, we are pleased to offer Account Terms to our Trade Customers, Schools and Public Sector Customers and other regular purchasers.

Please speak with a member of our team who can issue the appropriate account opening forms (note: the initial order for all customers is normally processed on a pro forma basis).

Delivery

Can I track my order?

Tracking details are not sent out as standard, however if you request this in the “Additional Comments” section when ordering, we can email you tracking details.

Please note; this information is not available until the items have physically left our warehouse at the end of the working day, so details may not reach you until the next working day.

Can I have my order delivered to a different address?

Yes, you can have your order delivered to a different address to the billing address.

Please note, if ordering on-line, you will need to input all the billing details first and fill in the different delivery address details when placing your order.

What happens if I am not in when the delivery arrives?

Our goods are normally shipped via a signed delivery service.

If you have an elected safe place a package can be left, some couriers are happy to do this, but please note it will be recorded on your order and any items would be left at your own risk.

If you have not left any special instructions, the courier will leave a card with their contact details to say they have attempted but were unable to complete delivery. You are then able to contact them directly to arrange another delivery time, (typically this will not be possible until the next working day).

If they are unable to deliver the goods, they will be returned to us and we would need to arrange a new shipment which may involve additional delivery charges.

Can you deliver goods outside of the UK?

Yes, we ship worldwide. A few of our products have overseas shipping restrictions, however most can be shipped worldwide.

Orders for delivery to overseas locations cannot be placed online, please call our team who would be happy to place the order for you. Tel. +44 01273475500

When placing your order for overseas shipment, the member of our team you place the order with will be happy to provide you with an estimated shipping cost and delivery date.

Returns

Thanks to the quality of the products we sell, coupled with informative details of each product as provided on our website or through discussion with our team, it is rare for a customer to want to return goods but it does occasionally happen.

To return an item, simply contact us to get a “Returns Number” and to establish whether you would like a refund, a replacement product or an alternative solution to your original problem.

I need to return my goods as not suitable for the task, can I do this?

Notwithstanding your statutory rights (i.e. faulty goods, etc.), if for any reason within 14 days of receipt of the goods, you decide that you want to return the items ordered, you may do so without quibble, providing that the goods are returned unused and in a resalable condition with all packaging, manuals, and any associated items, etc. intact.

To return the goods, you will need to telephone Insight (see "Contact Us") to obtain a "Goods Returns" reference number and a UK returns address.

Goods must be returned to Insight at your expense, and will remain your responsibility until safely received by Insight.

Proof of postage does not constitute proof of receipt, hence we recommend returning goods via a tracked delivery service to ensure they reach us.

Please note: our policy in respect of the return of unwanted goods as outlined above, is in full accordance with the "Distance Selling Regulations" as applicable to consumers purchasing goods over the internet. The terms apply to private purchasers and specifically exclude Special Order Goods (see below) or goods which are customised for or made to the customer`s specification.

Special Order Goods:

Where the order quantity for any product exceeds the upper level quantity shown for the quantity break discounts as displayed on the website through which the goods were ordered, the order will be deemed to be for Special Order Goods. Special order goods also include; Non Stock Items, or Goods Customised for or Ordered in Specifically for the Customer.

See more at Return of Goods

I paid for my order by PayPal how do I get a refund?

Once the goods have been returned to and received by Insight and are confirmed to have met the returns criteria, the amount due will be refunded directly back to your PayPal account.

You should receive an instant notification from Paypal when this has been completed.

I’ve not received my refund yet, how long does this take?

Refunds to a card can take 3 – 5 working days.

Refunds to PayPal can take 5 – 10 working days.

If you have not received your refund within this time please Contact Us.

I can’t easily return my item, what should I do?

We can arrange for a courier to collect the items from you.

There is a collection fee to pay but we can deduct this from your refund. Please discuss this option with a member of our team who can get a quote for this service.

My product is faulty – What shall I do?

If you have a problem with your product, please speak with a member of our team as quickly as possible, so that we can agree a course of action with you to sort the issue out.

Do I need a reference number to return my goods?

Yes, you will need to call us and speak with a member of team to arrange a return.

You will be given a “Returns Number” which must be shown on the outside of the parcel to be returned to us.

Items returned without your Returns Number being clearly shown on the outside of the packaging, may be refused at our warehouse and returned to sender. That of course would cause delays in shipping a replacement item or processing a refund.

Product Pages

I have ordered a chain, but which Padlocks are compatible with it?

We have put together a quick guide to padlock and chain compatibility;

https://www.insight-security.com/downloads/padlock-and-chain-compatibility-guide-v03.pdf.

(please note: occasionally items such as a particular chain or padlock model, may be discontinued. For the convenience of existing customers who may already own something that is no longer available to buy, discontinued products may still be shown on our compatibility charts)

Do I need to display Warning Signs with my Anti Climb System?

As a responsible supplier of anti-climb product’s, we always advise customers to display warning signs wherever they are installed and offer a choice of styles and sizes to suit any location.

In some cases however, the prominent display of warning signs is a legal requirement and failure to do so could lead to prosecution and a hefty fine.

Typically the product pages on our website show the signs that may be appropriate for use with that particular product, however if you are unsure which would be best for your application, please call us, we will be happy to advise.

I want to use your AdaptaBar Window Security Bars – How do I know how many to order?

We have put together a quick guide which shows all this information. You can view the guide here:

https://www.insight-security.com/downloads/2-psab01.pdf

I’m ordering a large quantity of goods; can I get a discount?

We offer quantity price breaks as shown on our website.

If you are looking to order a quantity greater than the upper price break quantity shown on the website, please call us to discuss your requirement.

I don’t have the product code of the product I want, can I still order online?

Yes, it should be easy to find the product you want by clicking on the relevant Product Group Tabs listed down the left-hand side of our webpages, or on the Popular Product Boxes shown on our home page.

If that does not help, use the Search Bar (displayed at the top of all our webpages) to search for the name of the product i.e; socket protector. You will then see a list of all the items related to that word on our website. The matches found for your search word(s) will be displayed in a number of horizontal bars which include;

  • product matches found in our On-line Shop,
  • Information pages found in our Knowledge base or Blog pages, and
  • Videos that may be available.

Alternatively, just call us, our friendly team will be very happy to help you.

Information Pages

How do I get to your information pages?

For the convenience of our customers, our website is intentionally designed to display product information as quickly and clearly as possible.

There are however hundreds of invaluable Information and Advice Pages in our Knowledge Base and our News and Blogs sections, and there are also many Insight Security produced Videos to help you.

Use the Search Bar (displayed at the top of all our webpages) to our Knowledge Base and On-line shop, to search for a topic or product (i.e; anti-climb) that you are interested in.

Matches found for your search word(s) will be displayed in a number of horizontal bars which include; Product matches found in our On-line Shop, Information pages found in our Knowledge base or Blog pages, and any Videos that may be available.

Alternatively, you could also click on the Solution Finder, Product Finder or Videos tabs at the top of our webpages, and of course many of our product pages also have direct links to related information pages.

Call Us – of course, you can also call our friendly team who will be very happy to help you.

How do I watch your you tube videos?

We have a YouTube channel under the name of Insight Security.

By following the below link, you can subscribe to our channel and get updates on any new videos as we upload them.

https://www.youtube.com/channel/UC-j2UYAmH_zEWeZ3adwLX3Q

I have a specific problem, do you have a quick off the shelf answer/solution?

We have made our website as informative and easy to use as possible. By clicking on the Solution Finder tab on our homepage you will find a guide to tackling issues in a wide range of applications and locations, which is often a good starting point.

As our team talks to customers every day however, we have a vast wealth of knowledge and experience to draw on and as many of the enquiries we receive share common themes or issues, we are often able to suggest a semi-customised solution.

A quick call to our team of friendly experts therefore, will almost certainly lead to some practical advice and in many cases a suggested solution which can be delivered off the shelf.

Do I need to pay for advice from Insight Security?

No – we are very happy to offer practical, impartial advice totally free of charge.

With over 25 years of experience and knowledge to draw on we can offer advice on a wide range security related issues, however if you have a requirement that is outside of our area of expertise, we will be happy to point you in the direction of a company that may be able to help you.

Whilst our team are always happy to talk to people and offer advice, we also regularly release blogs and social media posts with lots of free information you may find of help.

I have a security problem at home and don’t know where to start – can you help?

Security can be a daunting subject to tackle and with many poor-quality security products on sale and a mass of marketing hype to plough through it can be difficult to navigate your way through the security maze.

When emotions and sentimental value are added to the mix, it can make tackling any security or safety issue all the more challenging, which is where our team of friendly experts can be a great help.

A quick call to our friendly team should set you on the right track and with their vast range of knowledge and experience to draw on, they should be able to help you choose a practical and cost-effective solution to your problem.

There is also lots of information on our website which could be helpful. Try clicking on the “Home Security & Safety” tab on the left-hand side of our homepage on the website, or use the Search Bar at the top of the page to find relevant information.

Rate & Review

I want to leave a review on a product how do I do this?

If you load the product on our website (Searching for it through our search bar) you can click on the reviews tab located about half way down the page.

Simply fill in a few details, as prompted and your review is complete.

I want to send in feedback on the service I received – Where do I send it to?

We email out review requests via www.reviews.com to all of our customers.

This is normally done at the end of the month in which the purchase was made, to give people time to install or use the product they have bought. There is a link on our website homepage, where you can read customer feedback.

As you will see, 4 or 5 star reviews are the norm, as we only sell quality products and endeavour to deliver excellent customer service.

All submitted reviews are published, however if for any reason you are unhappy with the product or service you have received, we would appreciate it if you would speak to us before leaving a negative review.

Our priority is always to have happy customers and on the very rare occasion that something has gone wrong, it is normally easy to quickly put it right.

Who will be able to read my review?

Anybody who visits the appropriate website page.

Please note, we regularly update our feedback and testimonials pages so do check back as one day we may be featuring your comments!

Tried, Tested, Trusted

Need Help or Advice?

Call the Insight team

01273 475 500

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About insight Security
WHY BUY FROM INSIGHT SECURITY?
  • It's easy to order from us and we're easy to contact...
    whether you need help or advice before or after you buy
  • Our proven, tried and tested products do what we say...
    which is why we can offer you a 'NO QUIBBLE GUARANTEE'
  • Fast Reliable Service... your goods will normally be delivered within 1 to 3 working days - call us if you need them urgently!
  • All our products are very competitively priced... but more importantly, we believe they offer you the Very Best Value!

...these are just a few of the reasons that most of our customers buy from us regularly and recommend us to friends and peer groups. So buy now with confidence - and join the thousands of happy customers we have helped over the last 20 years... and remember, if you're not sure what you need, or which solution is best for you, our specialist advisors will be pleased to help. Just call us on 01273 475500.

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