Trustsentinel Reviews 

Never received the item. Contacted Trustsentinel and all they said was to contact the shipping company and check with neighbours, which I have and no neighbour has received the parcel, and the carrier says I have to contact the company I purchased from. Bear in mind I placed the order in June and it’s now 22nd September! I’ve since had to contact my card provider to try get a refund that way. Avoid!!!

After receiving my order of 4 carbon monoxide detectors on the 3rd August, I noticed there was no relevant british standard or kitemark so I contacted them to tell them i would be returning them. They gave me a return address and told me I was responsible for return shipping costs which is hidden in their terms, So much for the 99 day test drive or full refund as advertised.
I paid for royal mail tracked and sent them back on the 8th August and contacted them to give them the tracking number as they requested, I checked the tracking and on the 18th August it said the item is currently with customs in the destination country.
When I kept checking the tracking it was just saying -

This item is still being assessed by the destination customs authority. If any further information is required before release they will contact the recipient directly.

So on the 28th August I contacted them to ask if they had received my return and they said they had checked the latest tracking information and the return parcel was still in transit, after constantly checking the tracking it was still saying the item was being assessed by the customs. So on the 12th September I contacted them again to say the tracking information hadn't changed and if they knew why the parcel would be held up, or if they could contact them to find out.

They responded by saying the return parcel was stuck in transit due to customs charges and that I needed to pay the customs charges to release the parcel before they would issue my refund.
I told them I wasn't willing to pay the customs charges as no where in their returns policy does it mention customs charges, nor did they mention it when I asked to return the detectors. They responded by saying -

As stated in our return policy, All costs associated with returning an order, including postage, customs charges, duties, or any other fees, are the customer’s responsibility.

No where in their returns policy does it say that, I have now contacted my bank regarding a refund.
I have held off leaving a review as I wanted to give them a chance to be true to there advertisement, and send me a full refund.
They are clearly just trying to get out of having to issue my refund.

DO NOT BUY FROM THIS COMPANY.

I contacted the company with a query by email, they responded promptly with various options to my query and the situation was resolved quickly.

Everything was as expected. The product was nicely packed, arrived on time, and the quality is really good. No complaints at all. Happy with the purchase.

Asked to cancel 13mins after placing the order and got ignored. Order arrived, have emailed twice to ask for refund instructions (because there is nothing on the website) and have been ignored. Going to contact my bank to try and get my money back. Seems U.K. based but is actually abroad from looks of other reviews and searches I’ve done.

I ordered two detectors from you on the 3/9/2026,you took the money of my credit card,I had not received confirmation of the order or delivery date.i have sent several emails to inquire what’s happening.i have had no reply from you.very disappointed .

I inadvertently ordered 2 carbon monoxide sensors by mistake. The company offered me a partial refund and permitted me to keep the second sensor. They kept me well informed at every stage, and issued the refund without any problems. I am very happy with the sensor, which looks and works exactly as described.

More AI, scams the vulnerable.

I see you have now refunded someone who returned their order on 3rd Aug & wrote a review about how they had not received their refund & had contacted their back to sort out.
We have also returned our order ( on 13th Aug ) & not received our refund & have also contacted our bank as we have made you aware. So we would also like our refund now please . Don’t forget we also reported an issue with out products so return should have been free not £19.90!!
I have sent you a copy of the first email clearly stating the issue. At no point was this addressed when asking us to return.

Extremely disappointing experience – still waiting for my £89.10 refund

I ordered two carbon monoxide detectors from Trust Sentinel. When I placed the order, there was no indication that delivery would be delayed or that the products were being shipped from China.

As the order was taking much longer than expected, I purchased detectors from another provider instead and contacted Trust Sentinel to cancel my order.

I was told the order had already been dispatched and could not be cancelled. The parcel was subsequently returned to the sender and the return was confirmed on 3 August.

Trust Sentinel have also confirmed several times by email that I would receive a full refund of £89.10. Despite this, I am still waiting for my money.

For the past month, I have repeatedly received the same response saying they are “checking with the warehouse.” I have now been given this same response several times, despite the return being confirmed and the full refund already being agreed in writing.

Trust Sentinel, I have waited long enough. The return was confirmed on 3 August, and you have repeatedly confirmed in writing that I am entitled to a full £89.10 refund. Please refund the money you owe me.

I should not have to spend weeks chasing a refund that has already been agreed.

What should have been a straightforward cancellation and refund has turned into an extremely frustrating experience and very poor customer service.

I would not recommend Trust Sentinel based on my experience.

Response to the rely - it’s funny how I’m getting more of an update on the situation now I have wrote a review and reported you to my bank. It has not been communicated to me that it’s lost in transit or that my refund has been issued.

I have never received the product after over a month of waiting and no response. This is a scam

What price safety? Possibly the best thing I have done to protect my family. I ordered a pack of 4, 2 for my home and 2 for my sons. Plugged mine in, they display in real-time the levels of Co present in my house. As I have a 31 year old gas hob I want peace of mind regarding gas leaks. My gas boiler is the loft, so I'm unlikely to notice any smell until the levels are higher than a safe limit. Very happy with my purchase, the prompt delivery and the way this company updated me. Yes, it's a drop shipment, because they are manufactured in China, as are most products now, but for once this company delivered.

Quick update: Still no response when asked for the returns information,I have emailed at least 5 times. I have reported to my bank and also citizen's advice,who will hopefully advise me on what time do next.

Trustsentinel has replied to this review,but I can't reply to it directly,so have edited this .
Trustsentinel has stated that they have replied to my previous review with the returns address- this is not true.They also have not replied to my emails with the returns address ,so I still have no way of returning the items.
Trustsentinel have also stated that I have left 5 1 star reviews on trustpilot regarding the carbon monoxide detector,this is not true. I wrote my original review a couple of weeks ago and then an updated review yesterday (23.8.26)
If you are reading this update Trustsentinel,please send me your returns address on here.Many thanks.

I bought 4 x Sentinel Carbon Monoxide detectors. Delivered OK. As an after thought (I'm a dummy for this) I emailed Sentinel to ask for a certificate number for the CE mark on the product and proof that a UK organisation had tested the detector to verify that it at least complied with UK standards also to confirm the claims on their website. They replied with the same claims on the website but no proof. I then replied to say that as they cannot prove the product is electrically safe and does detect CO as described, that I wanted to return the product and get a full refund. The website states that if not satisfied then I can get a full refund within 90-days of purchase. I've had no reply ..... what a surprise. I've reported the website to Citizens Advice who said they would pass it on to Trading Standards. I've made a section 75 claim to my credit card company and will be contacting Report Fraud in the next day or 2.

Update 27 August 2026
1. You have not replied to 2 of my emails.
2. The CE mark only covers electrical safety and does NOT certify whether the CO detector will detect CO to at least UK standards.
3. If you have the relevant information why not publish it on your website like every other legitimate sellers.

I will email you, again, to ask for a refund but, as you did not reply to an earlier request, I will not hold my breath for you comply with your stated 90-day refund guarantee. I will edit this review if you actually make a refund.

10 September
Surprise, surprise, I've received a refund.

Awful experience. They just send devices from temu for 4 x the price. Can’t even be bothered to stick their own brand label on the box. Total scam. Avoid at all costs.

Sentinel CO & GAS detector

Yes obviously came from China arrived in about two weeks. Looks good but too early to tell if it works. So far no problems

I ordered 2 TrustSentinel CO alarms after reading, as many others have, a Facebook advert discrediting the “bog standard” CO alarms. Only after ordering did I check the reviews which I normally do the other way round!

There are many 1 star reviews for these alarms from people cancelling their order before it even arrives due to reading scaremongering bad reviews from other people who have cancelled their orders due to reading scaremongering reviews themselves!

Yes, this is an online store front for a product made in China, yes it ships from China and yes, the company is registered in the USA. All this information is available in a link at the bottom of their webpage. There are reviews complaining of massive mark ups, this is how business works surely though? The units are cheap to buy from the supplier but only if you’re purchasing them by the 1000’s! Shipping is free too. I did a search for a digital Fire Angel alarm and that was £43 on Amazon so a very similar price.

After feeling slightly duped myself I researched where Fire Angel alarms are manufactured and guess what? A quick search suggests they are designed in the UK and manufactured/assembled in China too!

Anyway my alarms arrived after 14 days which is just within their stated maximum of 15 days, I plugged them in and they appear to work perfectly. No upside down display although there is a button to change that anyway and everything appears to be working as expected. Time will obviously tell but I can’t fault them at present.

I felt I needed to leave a fair balanced review due to what seems like many unfair reviews that are not about the product but people’s perception that they have been scammed

Having read the reviews I thought oh god I’ve been scammed but I decided to wait and see because I didn’t think I would get a refund easily. Well it came quite swiftly … obviously from China but then most products like this are these days… 10 days and last mile carrier was Evri. Ordered the bundle for 3 houses. So I’ve spent quite a lot here and I was quite worried. I’ve now plugged a unit in and it is presenting the display the correct way up and seems to be reading the correct temperature and humidity. At the moment its summer and I’m not using the Rayburn or woodburner so I can’t actually test the product but all seems in order so I’ll report back later in the year. It is possible that this is actually a good product.. the jury is out!

Leaving a second review after having done a lot of research on this "company".

I requested cancellation twice within less than 24 hours. Neither request was responded to, my order was "shipped" at 3am (no uk company ships at that time except amazon because they work 24 hours) and I was told a refund could not be processed due to this which violates consumer law (which I told them and still was denied).

Their terms state 8-15 business days for delivery: a red flag for a "uk" company.

They state you must email them for a return address and the cost is on the consumer. I have since recieved my order and rejected it at the door as a consumer is not liable for the cost of returning items to an address in another country if it is not clearly stated on the website. (Being buried in the terms does not count).

They have informed me they will process a refund once the parcel has been received back to "their warehouse" (in China... not the UK). We'll see about that. If they do, I will consider changing my review.

I have been building a case of evidence against this company, just in case they choose to violate my rights further than they already have.

This is not a new or small company. They are an e-commerce creating basic sites and scaremongering people to buy their cheap Chinese products for a 200% markup (these exact models are £13 on aliexpress).

Edit: they have flagged this review for defamation because they dont want people to know the truth. It has been edited to keep you informed that they are problematic. They have stopped responding to negative reviews and instead, begun flagging them as defamation etc to get them removed. Pathetic.