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Terms of Business
Advice service
We are here to help, we will provide assistance and guidance or direct you towards relevant information. If you have any queries relating to your fire safety requirements, please contact us.
We will always focus on delivery of accurate quality advice, however, the overall responsibility for ensuring that your business is adhering to fire safety legislation / building regulations / industry standard regulations and best practice remains with yourself.
Please note that any advice shared will only apply to UK regulations and therefore UK related standards.
Customer service - single point of contact
We focus on a single point of contact for our clients. All our team members are customer service trained. Your customer service feedback is important to us and we always welcome feedback in relation to our products and service levels.
Clear pricing
We believe that you have a right to clear and unmistakable pricing information. We display both, VAT exclusive and inclusive prices, wherever possible.
Our shipping / delivery charges are clearly displayed within the delivery section on our website.
Clear product information and additional technical support
We always aim to describe products in plain English and present product related data in a condensed format to help you to easily compare products. We are always happy to provide additional product and service information where available on request.
We value your feedback
We welcome and invite customer feedback, we like to listen, we learn more that way!
Support during your buying process
We always aim to ensure your shopping experience is as efficient and friendly as possible. Our website is focussed on delivery of clear and concise product, service and delivery data. Even though we take as much care as possible to support this, queries do still arise. The team are here and ready to support and respond as quickly as possible, should you wish to clarify any product, pricing or service items in further detail.
Price guarantee
We pride ourselves on clear competitive prices for all our product ranges.
If you do find the same product elsewhere with the same technical specification and pricing structure including delivery etc. please be sure to contact the team, we are always keen to ensure best price and will do our upmost to support a price match. Unfortunately, we are unable to support this approach for products sold via buying portals or auction sites such as Amazon or Ebay etc.
Transport discrepancies
We would ask you to please check the condition of your package before signing for the receipt of the goods. If you find transport damage after the carrier has left, please inform us instantly via email and ensure receipt. Failure to note damage or discrepancies at delivery stage may affect replacement or refund for items damaged in transit.
Discrepancies of quantities or product codes need to be reported to us immediately via email or telephone. We might be unable to accept liability for any missing items if incorrect quantities are not highlighted at point of delivery via email or telephone. Please confirm with the team (making a note of the contact name to refer back to) that your email notification and / or telephone notification of discrepancy has been received.
Payment and security
Payment options include online via this website using PayPal or by Invoice for account holders only.
PayPal – pay directly via the website
Invoice – contact the team to register your interest in becoming a business account holder
20 Day payment accounts
Businesses can apply for a 20-day credit account after they have traded with us over a three month period or on receipt of three transactions, whichever is sooner.
Please request a business account holder application form by contacting our customer service department.
We do reserve the right to reject applications at the discretion of our business.
For account customers ordering off-line, payment is to be received by ourselves within 20 days from the date of invoice.
Customers without credit accounts are required to pay in full before goods will be packaged and dispatched.
For ‘new’ customers, we reserve the right to request payment in full prior to order dispatch.
Servicing / installation and commissioning appointments
If our engineer arrives on site as agreed and our visit has to be abandoned through no fault of our own, an abandoned visit charge of £50.00 +VAT for immediate payment, will be made.
Complaints
We will always try to do everything right first time. Unfortunately, errors can still happen. If we make an error, we promise that we will do our best to rectify the situation as soon as possible. We will explore and discuss the possible solutions with you and then agree the corrective actions together.
VAT charges
We charge VAT at the current UK rate of 20%
Quotations
For quotations on services other than the supply of products i.e. for portable appliance testing etc. unless otherwise stated, shall be open to acceptance for a 30-day period from the date of the quotation.
No agreement shall come into existence until the customer order is agreed by acceptance either verbally or written by ourselves.
All orders must be confirmed in writing either by email or post and be attached to a purchase order (if used) and should include the quotation reference number.
Our products
Every reasonable care has been taken to ensure that product data and descriptions are accurate, however specifications may change. Sometimes product specifications from the manufacturer change. In such instances we will do our best to offer you an alternative and will inform you at the time of ordering. All sizes and measurements are approximate, but we do try to make sure they are as accurate as possible.
On the rare occasion when there is an error on the website, we will do our best to inform you at the time you order. Sometimes we may experience problems with the supply of certain products and may therefore provide a substitute of the same or better quality at the same price. Please also note pictures are for illustration purposes only.
Terms & conditions of sale
Cancellation and Variation of Orders
We will reasonably endeavour to meet individual client requirements; however, we are under no obligation to accept cancellation or amendment to any order or any part of an order. Where we agree such cancellation or amendment to an order, it is on the understanding that a cancellation or amendment fee may be applied.
Warranty and warranty period
Goods are supplied according to the descriptions and specifications where applicable outlined on this website. We make no warranty and make no representation as to the suitability of any goods for any particular purpose unless expressly given. Where goods are supplied with the benefit of a warranty, the warranty will only continue to apply providing correct operation, cleaning and handling has been in-line with the manufacturer’s guidelines.
Retention of title
All goods supplied by ourselves remain our property until payment has cleared for the goods. The risk in goods sold to the customer shall pass to the customer upon tender for delivery.
Returns policy - goods sold online
In the event that the customer is not satisfied with the goods, but the goods are not defective:
The customer must notify ourselves within 3 working days of receipt of goods that they intend to request a product return. Notification should be in the form of an email or telephone. The customer is responsible for obtaining confirmation of receipt of the notification from ourselves.
Goods must be returned in their original condition and/or packaging.
Goods will be collected by a courier authorised by ourselves.
Goods authorised and accepted by us for credit or return will incur a £20.00 +VAT handling charge per package.
Returns policy - goods sold other than online
Goods are not supplied on a sale or return basis, but if goods are accepted for return this is subject to the customer accepting the following procedure and conditions:
The Customer must notify ourselves within 3 working days of receipt of goods that they intend to request a product return. Notification should be in the form of an email or telephone. The customer is responsible for obtaining confirmation of receipt of the notification from ourselves.
Goods must be returned in their original condition or packaging.
Goods will be collected by a courier authorised by ourselves.
Goods authorised and accepted by us for credit or return will incur a £20.00 +VAT handling charge per package.
Additional return notes
No replacements are available whilst goods are exchanged, replaced or repaired.
In the event that the customer is not satisfied with the goods, but the goods are not defective, we reserve the right to refuse the return of the goods at our discretion.
Restriction & exclusion of liability
The customer must check at the time of delivery that products are correct and undamaged before providing a signature.
No liability is accepted for any loss or damage arising from delays in delivery.
Where any loss or damage suffered by the customer in accordance with these terms, our liability will under no circumstances exceed the cost of replacement of the defective products or the price paid by the customer for the defective products in question (whichever is lower).
We shall not be liable for any loss of profit (whether direct or indirect or consequential), nor any indirect or consequential loss whatsoever suffered by the customer, whether this loss arises from a breach of a duty in contract or in any other way, without limitation including any such loss arising from negligence.
Nothing in these terms seeks to limit or exclude our liability in any way for death or personal injury resulting from the negligence via ourselves or our employees, nor do we seek to limit or exclude liability in circumstances of fraud. Nothing in our terms shall affect the statutory rights of a person dealing with ourselves as a customer.
Force majeure
We shall not be liable for any delay, loss or damage or other failure to perform any part of the contract caused by circumstances beyond our control, whether an act of god or otherwise.
Jurisdiction and applicable law
These terms and the rights and obligations of the parties to the contract shall be governed, interpreted and construed solely in accordance with the law of England and Wales.
Use of your personal information
We may use information about you as follows
To fulfil our agreement with you, including administering any accounts, processing and obtaining payment.
To analyse and profile your shopping preferences (e.g. market, customer and product analysis) to enable us to review, develop and improve the products and services that we offer and enable us to provide you and other customers with relevant information through our marketing programme.
We may use your information to make decisions about using technology to support communication processes, for example, automatically selecting products or services that we think will interest yourself from the products we have.
We may keep you informed of such products and services (including special offers, discounts, competitions and so on) by any of the following methods: email, telephone or post which we consider may be of interest to you.
We will not disclose or pass on your information to any 3rd party unless we are required by law or if we believe action is necessary for fraud, cyber-crime or to protect the website, rights and personal safety of person(s).
On-line ordering
The information provided on our website is intended to be used only by the customer. We do not authorise the use of such information for any purpose, other than your own use as an immediate consumer and we prohibit the use of this information for any commercial purposes.