Delivery

For next day delivery please order by 5pm on weekdays. On Saturdays, please order by 12-noon and Sundays by 10am.

Your personal alarm can be setup within 24-hours of ordering, with completion of a New Customer Form.

Returns & Cancellations

If you change your mind, you can cancel your subscription to our personal alarm Care Service and return your products for a refund within 30 days of delivery, if the products are still in their original, intact packaging, and the product has not been used, tested or damaged. We will then refund your initial subscription charge and any product costs, excluding our set-up fee, which is non-refundable.

Personal Alarm Watch and Care Service Refunds, and Initial-Terms:

If you change your mind, you can cancel your pay-monthly or 12-month subscription to our Care Service and return your Personal Alarm Watch for a refund within 30 days of delivery. For a refund we require that the watch is still in its original, intact packaging, it has not been used, tested or damaged, and the protective films have not been removed. We will then refund your original subscription charge and £59.99 watch cost.

Pay-Monthly Subscriptions to our Care Service with a Personal Alarm Watch:

When you choose to pay monthly for our Care Service with a Personal Alarm Watch you commit to an initial term of 3 months, during which monthly payments will be taken on the same date each month. Past the initial term, monthly payments will continue to be taken on the same date until we hear from you requesting a cancellation. We require 30 days’ notice for any cancellation request.

If you would like to cancel a pay-monthly Care Service subscription, past the 30 days, during the initial 3-month term you will still be required to pay for all 3-months and provide us with 30 days’ notice.

Past 30 days from the date of delivery, the Personal Alarm Watch itself is non- refundable.

For more information, please see our full terms of service and returns policy.

Our returns policy for opened and unopened goods is in addition to your statutory rights and applies to purchases made, online or over the phone.

Fall Detection:

Our fall detection devices use built-in accelerometers to detect sudden movements followed by a rapid stop, which typically indicates a fall. The system is carefully calibrated to reduce false alarms from normal activity, like sitting down quickly, while still aiming to recognise serious falls.

Because of this balance, fall detection can’t guarantee to detect every fall. Some types of falls may not meet the trigger conditions, and on occasion, non-fall movements might set off the alarm.

The reliability of detection can also depend on how and where the device is worn. That’s why, if you have a fall or need help and are able to, you should always press the button manually.

Fall detection is a powerful safety feature, but it should never be relied on as the only way to call for help. If you’ve had a fall, do not assume the alarm has gone through - press the button if you’re able to do so

Alarm call response time:

We endeavour to answer 97.5% of emergency alarm calls within 60 seconds, in alignment with our commitment with the TSA. As of April 2025, our average answer time was 4.08 seconds.

Network Requirements:

If you have an alarm device that relies on an unlocked SIM card, it will need a mobile signal to connect to us. If you are in a location which has no available mobile signal then an alarm call cannot be made, you will not be able to speak with our Care Team, and our Care Team will not be able to know your location. This is the same as, for example, when you try to make a phone call from a mobile phone when you have no signal – it cannot connect.

Please note that whilst our SIM devices, such as GPS pendants and Personal Alarm products will work with weaker mobile signals, a 4G signal is recommended for faster connections to our Care Team.

Personal Alarm Watch Locator

Our Personal Alarm watches come with a free locator device to use in-home. This can improve in home location accuracy such as in a block of flats, where there can be weak spots in mobile signal. Your Personal Alarm Watch will still require a mobile signal to wirelessly connect to your locator, and to make and receive alarm calls when you are at home.

Pacemakers and Implanted Cardiac Devices

For your safety and peace of mind, if you have a pacemaker or other implanted cardiac device, we recommend keeping your Personal Alarm Watch at least 15cm (6 inches) away from your device. To minimise any potential interference, we also advise wearing the watch on the opposite side of your body from your pacemaker—typically on your right wrist if your pacemaker is implanted on the left side. This guidance aligns with international safety standards, including ISO 14117 and IEC 60601-1-2, which outline electromagnetic compatibility requirements for medical devices to help prevent any potential interference from GSM modules and other wireless communication technologies. While modern pacemakers are designed with robust shielding against everyday electronic devices, maintaining this safe distance ensures optimal performance and comfort. 

If you have any concerns, we advise consulting your healthcare provider or the manufacturer of your pacemaker for personalised guidance. Your safety is our priority, and we are committed to providing technology that supports your independence with confidence and security.

Wellness Monitoring

The Careline365 Personal Alarm Watch can check your heart rate and blood pressure. Each reading can take up to 30 seconds to provide an estimate of these stats. For best results, ensure your watch fits properly against clean, dry skin while remaining still. The reading accuracy can be affected by factors such as skin contact, strap tightness, movement, hydration levels, and temperature. Ensure the watch fits properly against clean, dry skin while remaining still.

 These readings are for general wellness monitoring only. This watch is not a certified medical device; for any medical concerns or clinical assessments, please use a certified medical device or consult your GP or medical professional.