Terms and Conditions

Shopping made easy and secure

Help and guidance 0800 612 2946
Easy to find products and safe buying process
Committed to the best service possible

Our Irish, German, Austrian, French, Italian and US customers may wish to visit our international sites:

Our Advice Service

We are here to help. We can provide you with help and guidance and direct you to relevant information. If you have any queries relating to the fire safety needs of your home or business, please contact us on 0800 6122946. Although we will always endeavour to give you the best possible advise, the responsibility for ensuring that you are adhering to fire safety legislation, building regulations, other regulations, or best practice remains with you.

There is regulation with regards to the maintenance of many fire safety products. Fire extinguishers, for example, must be serviced every 12 months. You are responsible for setting up any services and maintenance programmes required for your products purchased from us. However, to help you with this task, we offer a free reminder service after the checkout stage. Just register at this point which reminders you wish to receive. We also offer a free fire safety logbook.

Please note that all mains-powered electrical fire safety equipment must be installed by trained electricians.

Customer Service Policy

Clear pricing: We believe that you have a right to be given clear and unmistakable pricing information. We always display both VAT inclusive and exclusive prices where possible. Our shipping charges are clearly displayed on every page and shown in the shopping cart the moment a product is placed in it.
Clear product information and additional technical support: We will always attempt to describe products in plain English in a condensed format to help you choose and compare products easily. On top of this we display, wherever possible, all technical data sheets, manuals and certifications as attachments to allow you the full research of the products displayed by us. Our sales staff are also trained to advise you on technical issues and are happy to assist you over the phone or email. We strive to reply within one working day. For more complex products, we have introduced interactive technical helpguides, which will break down the complex purchasing decisions into easy chunks and will guide you through the purchasing process.
Single point of contacts: No customer wants to be passed around from one telephone operator to the next. Our sales staff are trained to deal with all aspects of customer relationship. They will advise about products, take orders, deal with any complaints without passing you on to other staff members. Should a staff member not know the answer to your question, they will find out for you and will ring you back. They will speak with the manufacturer on your behalf and let you know their answers. Should you wish to speak to a manager, they will of course transfer you to the relevant manager to deal with your query. All our staff have their own telephone numbers, so that you can always ring them direct if you want to follow up any discussion.
Customer Feedback: We would like to understand what you think of us. We therefore send a customer survey to every internet customer and reward our customers for their effort of filling in the survey by drawing a gift voucher every month. We follow the replies up daily and contact you if there is a clear indication that we should provide assistance. Our management team also meets weekly to go through all feedbacks and to follow up any comments with general solutions and activities. We monitor repeat customer and referrals as measures of customer satisfaction.
Support during buying process: We have a very user friendly one-step checkout. There is no need to register with us before we display the total costs to you. And our customer care staff will ring you if there is any problem with your order, be it that payment failed or that your goods are delayed. At that point you can also request changes to the order. We offer multiple payment options, including most payment cards, Paypal and cheques. Any personal data you pass to us is protected very carefully. For further information, please read our Privacy Policy.
Should you change your mind: Should you change your mind, we offer twice the legal requirement as a returns period without quibbling. See also our Returns Policy.
Shipping: If you order before 1pm, you will normally receive your goods the next working day. More details can be found in the Delivery section of our Terms and Conditions. To achieve the highest shipping quality, we carry out a 100% barcode scan of all orders prior to packing to ensure that the right products and quantities have been packed. We will send you an SMS message to our residential customers the moment the goods are leaving our warehouse to give you an early indication about the arrival of your parcel.
Complaints: We will always try to do everything right first time. Sadly, 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 discuss the possible solutions with you and then agree the corrective actions together. We will also keep a record about what has been agreed in our customer database so that we can always continue our discussion with you at a later date should the need arise. For further information, please read our short Complaints Procedure.

How To Shop

Find the product you want

click on the relevant area of the website to take you to product options or
use the ‘search site’ option box and type in either product category, name, supplier or specific model

Add to shopping cart

Select a product, choose the quantity and click ‘Buy now’ or ‘Add to basket’. Choose ‘continue shopping’ to look for, and add, additional items

Checkout and payment

Fill in the billing address fields just below your shopping basket. All your details are protected during this process through our secure information handling.
You can choose an alternative delivery address by un-ticking the box ‘use the above address as the delivery address’. This will take you to a further page on which you can state the delivery address
You can also enter special delivery instructions to help a smooth delivery process (please see notes in the delivery section with regards to special delivery instructions).
When the fields are filled in, press ‘continue to next step’, which will take you to the order confirmation page. Review your order, view the order summary and click ‘I agree to the Terms and Conditions’ after reading these. To go to payment page, press ‘submit order to us’
You can pay with card using our secure payment provider Sagepay (formerly Protx) . Sagepay handles your card details and passes the payment to us on completion of their payment process. At no stage do we have access to your card details.
We accept Visa, Visa Debit, Mastercard, Sulo, Maestro, Visa electron, American Express. (Mastercard require password verification and you will be directed to your issuing bank’s verification page where you will be asked for your password. On completion you will be redirected back to Safelincs to continue the checkout process)
You can also pay by cheque. Just follow the same process as above but choose ‘cheque payment’ instead of ‘card payment’ on the shopping basket page. At the end of the process, our system will enable you to print your order form which has to be sent to us together with the cheque.
You can also order and pay by phone 0800 6122946

Payment security

Your credit card transactions are handled by Sagepay, one of the market leaders in secure online transactions.
The transfer of the purchase details from the retailer's site to Sagepay are encapsulated using Sagepay's own encrypted and digitally-signed protocul.
Any communication between the shopper and Sagepay is encrypted to the maximum strength supported by the shopper's browser using 128 Bit encrypted sessions. Shoppers are also protected from fraudulent use of their card in a "cardhulder not present" environment by their card issuers. The card issuers provides the right for shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.
If you should have any questions regards security, please contact Harald Dewick-Eisele at security@safelincs.co.uk

Delivery

Delivery Charges

We charge a one-off, fixed rate for postage and packaging of £4.50 (including VAT) per order for shipments to the UK and Northern Ireland, regardless of the number of items contained within the order.
Exceptions
Fire safes have free standard delivery, with additional, individually priced, options for delivery over steps or hand-carried deliveries.

Fire doors have a one-off handling and delivery charge of £80.00 + VAT per order, regardless of the number of items contained within the order. This charge is displayed during the order process of your fire door. We are not able to ship to some island locations and very remote locations without charging a surcharge. We will contact you should this be the case to allow you the choice of either cancelling the order or to agree to the surcharges.

Special Delivery Instructions

If you add special delivery instructions, please leave a signed piece of paper with the same instructions on the ouside of your door, as the driver is otherwise not able to leave parcels eg in a porch etc. If you have left a delivery instruction to, for example, 'leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested.
You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.

Delivery Times

If goods are ordered before 1pm, we usually despatch the same day.
Most shipments are sent with next day delivery (working days only) transport. Lighter parcels up to 1.0 kg are sent with Royal Mail first class. Fire safes can take between 4 and 14 working days. Fire doors have a leadtime between 1 and 3 weeks, depending from whether the door is standard or bespoke. Should we be out of stock of an item, we will inform you as soon as possible.
Unfortunately, we cannot offer compensation for deliveries that are delayed.
Customers living in remote areas should note that some delivery/servicing/installation services may be affected, or not available. We will inform you as soon as possible of any potential problems. If you want to check before placing an order, please call us on 0800 6122946.
Installations are carried out within 14 days. Servicing of fire extinguishers is carried out within 30 days.
If a customer is not in when delivery is attempted, the delivery driver/postman will leave a card with details of the local depot. Please note that if the parcel cannot be delivered after several days and has to be returned, we reserve the right to charge you a second delivery charge for re-delivery, should you still wish to receive the product.

Warranty, Faults and Transport Damages

This policy is in addition to your statutory rights.

Warranty and faulty items

Most products are warranted for one year. Some products have longer warranty periods which will be stated on the product description on our site. If you find a product fault within the warranty period, please call us as soon as you can on 0800 6122946. Usually we will arrange collection of the faulty product. We will either send you a returns envelope, give you a collection number for you to arrange free collection with Business Post or give you our freepost address to enable you to drop off the parcel at your local post office. Where appropriate, we will send out a replacement immediately and will inform you of what to do with the original item. Occasionally we will ask you to scrap the original item. In this case we might have to ask you for the serial number of the product.

Transport damage

We would ask you to please check the condition of your package before signing for the receipt of the goods. If you see damage on the outer packaging, this must be noted on your copy of the delivery note and on the copy for the carrier. You can refuse damaged parcels without signing for these. If you find the transport damage after the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, we will still accept liability. Failure to note damage might affect replacement or refund from us for items damaged in transit.

Cancellation and Refunds

This policy is in addition to your statutory rights.

Cancellation of an Order

You may cancel your order (or any part of it) for any reason before delivery or within 14 days after delivery. Call 0800 6122946 or send us the goods with the return slip filled in.
We will refund the sales price and the initial postage and packing charges within 30 days of receiving the goods back from you. You will need to return the goods at your cost to us within two weeks following the cancellation. Should the goods not be returned within these two weeks, we will collect the goods and deduct the direct costs of this return from your refund.
Products which are made to measure or to customer specification (eg fire doors) can not be returned and refunded unless faulty.

Any returns within the UK should be sent, together with your original order details, to:

Safelincs Ltd
Unit 1 Farlesthorpe Road Alford
Lincolnshire
LN13 9PS
United Kingdom

Installation and Servicing of Fire Extinguishers

We offer an optional nationwide (mainland UK) installation service, which includes extinguisher hanging, inspection, labeling and certification. Alternatively, customers can choose to install the extinguishers themselves but we strongly recommend that you carry out a careful visual inspection once you have received the extinguisher to ensure that there has been no transport damage, that the safety pin moves freely, that the pressure gauge needle (where applicable) is in the green and that you have received the correct extinguisher. Even though we inspect our extinguishers prior to shipment and are protecting them very carefully against transport damage, we will not issue pre-shipping inspection certifiates, as extinguishers can be damaged in transit. The practice of issuing pre-shipping inspection certificates can be dangerous, as it can make the customer believe that the extinguishers do not require a visual inspection by the customer on receipt of the extinguishers.
If you are a business, you need to have the extinguishers serviced for the first time after 12 months and yearly thereafter. We offer extinguisher servicing nationwide on mainland UK.
Customers living in remote areas should note that some servicing/installation services may be affected, or not available. We will inform you as soon as possible of any potential problems. If you want to check before placing an order, please call us on 0800 6122946.
Installations of for example fire extinguishers are carried out within 14 days. Servicing of fire extinguishers is carried out within 30 days.

Recycling of old electrical and electronic items (WEEE regulations)

Safelincs Ltd has signed up to Valpak's WEEE Distributor Take-Back Scheme (Registration ID: 3049, Reg No: 7370 as from 1.1.10). As a private householder can drop off your electronic and electrical waste at your municipal recycling centre when you are purchasing new products from us. To find your nearest recycling centre, please visit www.recycle-more.co.uk.
Please note that Safelincs Ltd, as a member of the Distributor Take-Back Scheme (DTS), do not accept expired electrical items like smoke alarms sent to our premises by private households.
Safelincs is a registered ‘UK Battery Producer’ and contributes as such to a disposal/recycling service for used portable batteries at your local recycling centre. Our licence number with BatteryBack Plc is BPRN00607.

Tax

Our prices include UK VAT of 17.5% (VAT no GB827 6397 88).

Complaints Procedure

Should you have any complaints, please let us know by e-mailing us at complaints@safelincs.co.uk and we will do our best to help you. Your complaint will be treated confidentially. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.