Refund policy

Return & Refund Policy — The Secured House

At The Secured House, we stand behind the quality of our products and want every customer to feel confident and protected with their purchase. If something isn’t right, we’re here to make it right.

Eligibility for Returns & Refunds

We offer a full refund or equal-value store credit (customer’s choice) for any product that meets the following conditions:

  1. Faulty or Defective Product
    – Item arrives malfunctioning or stops functioning properly within the return window.

  2. Damaged Product
    – Item arrives damaged, broken, or visibly compromised due to shipping or handling.

  3. Incorrect Product Received
    – Item received does not match the product ordered.

To qualify, the customer must submit their request on or before 15 days from the date they received the product, verified through a valid tracking/shipping number.

How to Request a Return or Refund

To begin the process, customers should contact us at:

📧 info@steelbisonsecurity.com

Please include the following details in the message:

  • Full name

  • Order number

  • Date of delivery

  • Description of the issue

  • Photos or video evidence (if applicable)

  • Preference for refund or store credit

Our support team will review the request and respond with next steps.

Return Shipping Costs

If a refund or return is approved:

  • The Secured House will cover all return shipping costs.

  • A prepaid return label will be provided when applicable.

  • Customers will not be responsible for any shipping-related fees.

Refund or Store Credit Processing

Once a return is approved and the item (if required) is received:

  • Refunds will be issued back to the customer’s original payment method.

  • Store credit will be issued in the full amount of the product purchase.

  • Processing typically takes 3–7 business days, depending on the payment provider.

Non-Returnable Situations

We cannot offer returns, replacements, or refunds in the following cases:

  • The return request is submitted after 15 days from confirmed delivery.

  • The product was damaged due to misuse, improper installation, or modifications by the customer.

  • The customer is unable to provide necessary order or tracking information.

Our Commitment

Your safety and satisfaction are at the core of our mission. If we make a mistake, we take responsibility. If your product is damaged, defective, or incorrect, we will resolve the issue promptly and professionally.

For any questions about this policy, feel free to contact us anytime at info@steelbisonsecurity.com.