Our Commitment to Your Satisfaction
At Secure House Gear, we understand that protecting your property requires reliable equipment you can trust. Just as our Dakota Alert 4000 systems and Long Range Driveway Security Systems provide dependable protection for your premises, we stand behind the quality of every product we sell with a straightforward returns policy.
If any security product doesn’t meet your expectations, we’ll make it right—because your peace of mind matters as much to us as it does to you.
Return & Exchange Guidelines
Key Information:
- Return Period: 15 days from delivery date
- Condition: Products must be unused, in original packaging with all accessories
- Return Shipping: Customer responsibility (except for defective items)
- Restocking Fee: 15% for non-defective returns
Eligible for Return/Exchange:
- Defective products (we’ll cover return shipping)
- Products damaged during shipping
- Incorrect items shipped
- Unopened products in original condition
Non-Returnable Items:
- Opened or installed security systems (Due to the specialized nature of our products and potential security implications, once a security device has been installed or configured, it cannot be returned for hygiene and security reasons)
- Products missing original packaging or accessories
- Custom-configured systems
- Software or digital products that have been activated
Return Process – Step by Step
Step 1: Request Authorization
Contact our support team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
Step 2: Complete Return Form
Use the template below to ensure we have all necessary information to process your return quickly.
Step 3: Package Your Item
Include all original packaging, manuals, and accessories. Securely package to prevent damage during return shipping.
Step 4: Ship to Our Facility
Send your return to:
Secure House Gear Returns
1653 Farm Meadow Drive
Phoenix, US 85034
Step 5: Receive Refund/Exchange
Once received and inspected, we’ll process your refund or exchange within 3-5 business days.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email to: [email protected]
Customer Information:
Full Name: [Your Full Name]
Order Number: [Your Order Number]
Order Date: [Order Date]
Contact Email: [Your Email]
Phone Number: [Your Phone Number]
Return Details:
Product Name: [Product You’re Returning]
Reason for Return: [Please select: Defective/Damaged/Wrong Item/Change of Mind]
Detailed Explanation: [Please describe the issue in detail]
Preferred Resolution: [Refund/Exchange – if exchange, specify preferred product]
Additional Information:
I confirm the product is: [Unopened/Opened but unused/Installed but defective]
All original packaging and accessories are included: [Yes/No]
Refund Information
Refund Processing Time:
- 3-5 business days after we receive and inspect your return
- You’ll receive email confirmation once processed
Refund Method:
- Refunds are issued to your original payment method
- Credit card/PayPal refunds: 3-10 business days to appear in your account (depending on your financial institution)
- Original shipping costs are non-refundable (except for our errors or defective products)
Deductions:
- 15% restocking fee for non-defective returns
- Cost of any missing accessories or damaged packaging
- Original shipping charges (unless return is due to our error)
Exchange Process
For exchanges, we’ll ship your replacement product once we receive your return. Expedited shipping is available at additional cost.
Note: For exchanges of defective security products like Dakota MURS Alert Long Range Alarms or Infrared Motion Driveway Alarms, we may expedite replacement shipping to minimize your security coverage gap.
Damaged or Incorrect Items
If you receive a damaged product or incorrect item, contact us immediately at [email protected]. We’ll arrange a prepaid return label and expedite your replacement at no additional cost.
Need Assistance?
Our security specialists are here to help with any questions about returns or exchanges.
Email: [email protected]
Response Time: 1-2 business days
Address: Secure House Gear, 1653 Farm Meadow Drive, Phoenix, US 85034
At Secure House Gear, we’re committed to ensuring your complete satisfaction with every security product you purchase. Your trust in our driveway alarms, monitoring systems, and property security solutions is what drives us to provide exceptional service at every step.