Terms & Conditions

Our Advice Service

We are here to help and can provide you with help and guidance or direct you towards relevant information. If you have any queries relating to the fire safety needs of your home or business, please contact us on 0800 6126537. Although we will always endeavour to give you the best possible advice, 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 service and maintenance programmes required for the products which you purchased from us. However, to help you with this task, we offer a free reminder service which you can register for after the checkout stage. Just tell us at this point which reminders you wish to receive and at which frequency. The reminders are either emails or texts in which we remind you to carry out regular fire safety tasks such as annual extinguisher service, a 5 yearly extinguisher refill, a smoke alarm test, an emergency lighting test and more. We also offer a free fire safety logbook.

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

Fire Safety Advice

Customer Service Policy

Clear pricing

We believe that you have a right to be given clear and unmistakable pricing information. We display both, VAT exlusive and inclusive 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 in additional tabs to allow you to fully research the products displayed by us. Our sales staff are trained to advise you on technical issues and are happy to assist you over the phone or by 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 service. 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 can also 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 directly 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 to you. 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. We will, however, supply you with a username and password AFTER you have placed an order with us in case you want to follow up the progress of your order or if you wish to speed up any future orders. 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.

If you change your mind

If you change your mind, we offer twice the legal requirement for the returns period without quibbling. See also our Returns Policy.

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. Please notify us of any complaints 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.

Payment and Security

We offer a range of payment options including Visa, Visa Debit, Mastercard, Solo, Maestro, Visa electron, American Express, Google Checkout PayPal and Proforma

All our credit card transactions handled by Sagepay, one of the market leaders in secure online transactions. The transfer of the purchase details from our website to Sagepay are encapsulated using Sagepay's own encrypted and digitally-signed protocol. 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 "cardholder not present" environment by their card issuers. The card issuer provides the right for a 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 regarding security, please contact Harald Dewick-Eisele at security@safelincs.co.uk

Price Guarantee

We Won't be Beaten on Price

1. If you find the same product (same size and functions) on a UK website for less (inclusive of price, postage, packing and tax), we'll match the price. Just send us a copy of the web page where you found the product
2. If you have already bought the product from us when finding a lower price elsewhere (same conditions as above), we will refund the difference, as long as you notify us within two weeks from purchase

Free "After Fire Replacement" Policy

This policy is designed to encourage our customers to use all their fire fighting and rescue equipment without any consideration of costs to limit the impact of a fire. We see it also as a way of helping our customers through a difficult time and supporting them through the entire life cycle of the fire safety products sold by us.

Should you be the victim of a fire, we will replace all affected fire safety equipment you purchased from us if it was located near the fire at the time of the fire. To claim your free replacement, please send us the fire report of the fire brigade or other evidence of the fire as well as a documentation of the fire safety products affected.

‘Affected fire safety equipment’ includes: fire fighting equipment used to fight the fire, fire escape hoods used, any fire safety equipment marked by smoke or damaged through the fire fighting process, any passive fire protection triggered by the heat of the fire, any fire escape equipment damaged during the escape from the fire, any carbon monoxide detectors exposed to smoke from the fire.

Exclusions:

• Anti arson letterboxes
• Products which were installed outside the UK
• Fire safety equipment not maintained/replaced in accordance to relevant British Standards
• Fires judged by the fire brigades as suspicious or caused by arson might be excluded from this replacement policy
• Fires resulting in the prosecution of the responsible person are not covered by this policy
• Fire Safety Products not sold by us

Delivery

Delivery Charges

The cost of shipping your goods depends on where you live and the total weight of the order. Some products might also be offered with the option of an economy service (excluded are extinguishers, high value goods and goods classified as dangerous goods). We also offer free shipping on several items, such as fire safes. When an item with "free shipping" has been added to an order, the whole order will then become free to ship (with exception of fire doors).

Depending on the total weight of your order, there may be a bigger postage & packaging charge if you live in a "non-mainland" area of the UK. The table below outlines pricing for both "mainland" and "non-mainland" UK addresses. If you're unsure, see our list of "non-mainland" UK postcodes.

Additional Notes

Fire safes have free standard delivery (for mainland UK, only), 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 fire doors 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 outside 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 2:30pm, we will usually despatch the same day. The cut-off for pallet deliveries is 1pm.
• Most shipments are sent with next day delivery (working days only) transport. Some products weighing less than 2.0 kg might be offered with an alternative economy service (Royal Mail second class with 1-3 working day service). Fire safes can take between 4 and 14 working days. Fire doors have a leadtime of 1 to 3 weeks, depending upon 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 6126537.
• 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.

Transport Damages

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.

Returns Policy

• You can cancel your order (or any part of it) for any reason before delivery or within 14 days from receipt of delivery. Email us or call us on 0800 612 2946 if you have not received the goods yet or if you are in possession of the goods and are running close to the end of the 14 days or simply send us the goods with the return slip filled in.
• Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be fully refunded. British Standards copies cannot be accepted back if the packaging is opened.
• We will refund the sales price and the initial postage and packing charges within 30 days of receiving the goods back from you. We do not charge a re-stocking fee.
  
• You need to return the goods to us at your cost within two weeks following your cancellation. Should the goods not be returned within these two weeks, we will collect the goods and deduct the carrier charge of this return from your refund.
• If you do not require the ordered goods at the point of delivery and you refuse the delivery for this reason, we can deduct the cost for the return shipment from your refund.
• If you struggle to return large or heavy items, please contact us on 0800 612 2946 and we will arrange collection of the goods. We will deduct the cost of this collection 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

Warranties

Safelincs Free Extended Warranty

Safelincs offers its customers a free minimum 5 year warranty on all essential fire safety products. Most of the extended warranties are exclusively available only from Safelincs.

The products covered by the minimum 5 year warranty are:

• Phoenix fire safes
• Sentry fire safes
• Burton fire safes
• All of our extinguishers are covered by a minimum 5 year warranty, the top end models even have a 10 year warranty!
• All of our smoke alarms have a minimum warranty of 5 years, some even 6 years
• All of our carbon monoxide alarms have a warranty of at least 5 years (some even up to 7 years)
• Anti-arson letterboxes
• Emergency lights
• Dorgard fire door retainers
• Our fire door closers have a 10 year warranty
• All of our fire exit door hardware benefits from a 10 year warranty

The above warranties are partly covered by the manufacturer’s standard warranty and partly by Safelincs’ own exclusive warranty. Claims against the warranties need to be made through Safelincs.

Our free extended warranties do not restrict your statutory rights in any way

Included in all our warranties (manufacturers’ standard warranties and Safelincs’ free extended warranties) are:

• Manufacturing defects
• Product defects resulting from manufacturer’s design errors

Excluded:

• Damages resulting from the incorrect handling of a product
• Defects due to a lack of maintenance
• Consumables
• Repairs or modifications carried out by the customer or third parties
• Defects caused by fire or smoke (please refer in such cases to our ‘free replacement after fire policy’)
• Installation in an unsuitable location
• Excluded is any consequential damage caused by the products or their malfunction

Special Notes to product groups:

Fire extinguishers

5 year warranty: The warranty extends 5 years from the date of purchase up to, but exclusive of, the first extended service due after 5 years

10 year warranty: The warranty extends 10 years from the date of purchase up to, but excluding, the second extended service due after 10 years. Extinguishers must be installed by a qualified engineer and serviced yearly in accordance to the manufacturer’s instructions. The extinguishers must be periodically re-filled in accordance to the frequencies defined in BS5603-3 (5 years for powder, foam, water, wet chemical and 10 years for CO2 and self-maintenance extinguishers). Any replacement components fitted in the process of maintenance are not covered by our warranty. Accidental damage and misuse of the fire extinguishers are also not covered by our warranty

Emergency lighting

Replacement parts such as bulbs and batteries are excluded. It is important that the emergency lights are tested by the user on a regular basis in accordance to BS5266 pt 1 including the annual 3 hour duration test. Failure to do so may damage the unit’s circuitry and could invalidate the warranty

What happens if a customer discovers a product fault?

1. Please contact Safelincs and inform us about the defect. We will discuss the case with you and will agree on a solution for you. You might be asked to provide photos before we can establish the best way forward.
2. We will either arrange free repair or free replacement for your product. This choice is at Safelincs’ discretion.
3. Safelincs may ask for a product back for further analysis or repair, in which case we will arrange and pay for the transport and the subsequent return.
4. Should a product be returned to us without being defective, we will return the unit to the customer at cost.

International customers:

The warranty still applies; the goods, however, must be sent to us at the customer's expense for repair or replacement and the return shipment must be paid for by the customer.

Installation and Servicing of Fire Extinguishers

We offer an optional nationwide (mainland UK) installation service, which includes extinguisher hanging, inspection, labelling and certification by our BAFE approved fire extinguisher engineers. 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 certificates, 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.

We also offer to come out to you, after you have hung the extinguishers yourself, to carry out an inspection of the extinguishers and to apply extinguisher servicing labels. This process is called commissioning and can be ordered online when you are choosing fire extinguishers. Commissioning is cheaper than our full fire extinguisher installation service. We also offer to remove old extinguisher for responsible recycling. There is a charge of £2.50 ex VAT per extinguisher to cover this optional service.

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 6126537.

Installations of fire extinguishers are carried out within 14 days. Commissioning of fire extinguishers is carried out within 28 days. Servicing of fire extinguishers is carried out within 30 days

Refurbishment of Fire Extinguishers

We offer a complete refurbishment service for the Britannia Fireworld extinguishers when they are 10 years old or in cases where they are accidentally discharged or damaged. The refurbishment will extend the life of the extinguishers for a further 10 years and they are then covered by a new 10 year warranty. A Britannia Fireworld extinguisher cannot be refurbished to last beyond 20 years and must be completely replaced at this time. The cost of the refurbishment is currently £40 ex VAT and includes collection and re-delivery from and to your premises

Recycling of old electrical and electronic items (WEEE regulations)

We have 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 you can drop off your electronic and electrical waste at your municipal recycling centre when you purchase 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 Charges

We charge UK VAT at 20% (VAT no GB827 6397 88).