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Terms & Conditions

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 contact

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 and we want other customers to benefit from the feedback you give. Trustpilot, the third-party independent customer feedback company, will send you an email once you have received our goods and ask for your feedback. This feedback, which we cannot influence, is displayed both on our website as well as on Trustpilot's website to be seen by other prospective customers. We also invite product feedback six weeks after you received your goods so you can tell us how our products performed. Your feedback is then published next to the relevant product for other people to see.

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. This will allow you to review your order history and 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.

Transport Damages

Transport damage and discrepancies

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.

Discrepancies of quantities or product codes need to be reported to us within 5 working days from delivery. We might be unable to accept liability for any missing items if incorrect quantities are not highlighted within this period.

Payment and Security

We offer a range of payment options including Visa, Visa Debit, Mastercard, Maestro, Visa electron, American Express, 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 us at security@safelincs.co.uk

Returns Policy

  • You can cancel your order (or any part of it) for any reason before delivery or within 30 days from receipt of delivery (exceptions apply, see below). To return your good please visit www.safelincs.co.uk/returns, Email us returns@safelincs.co.uk or call us on 0800 612 6537.
  • Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be refunded. British Standards copies cannot be accepted back if the packaging is opened. Electrical equipment must not have been powered up. Product must not have been installed. Air filter or defibrillation pads cannot be returned if opened.
  • If goods are not returned in original packaging or re-sellable condition we will reduce the refund value to reflect that the product will have to be sold as incomplete or damaged or may not be sellable at all.
  • We will refund the sales price (considering above limitations) and the initial postage and packing charges within 14 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 can offer to collect the goods and will then 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 6537 and we can offer collection of the goods. We will then deduct the cost for this collection from your refund. This service is only possible if the collection charges are less than the price paid by you for the product. Heavy items such as safes and collections from remote locations will have significant collection charges. Our staff will quote you a cost for collection based on your product and location.
  • Products which are made to measure (eg Davy Descenders, Sash fire escape windows etc), made to order (special varieties of emergency lighting etc) or to customer specification (eg fire doors with windows etc) can not be returned and refunded.
  • Important: Business orders placed with purchase orders are excluded from our returns procedure and are covered by statutory regulation.

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

Safelincs Ltd
Farlesthorpe Road Industrial Estate
Alford
Lincolnshire
LN13 9PS
United Kingdom

Tax Charges

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

Customers from the Channel Islands can ask for the VAT to be removed from the invoice total. Please ring our office to place your order, emphasising the Channel Island delivery location.

International customers can discuss their VAT requirements with our export team

International customers whose shipping address is in the UK but who export the goods out of the EU can ask for a VAT refund after supplying us with proof of export. Please note that we will deduct the bank transfer charges from the refund.

Warranties

Product Warranties

All of our products are covered by manufacturers warranty. For more information on the warranty period please see the individual product page of our website.

Included in all our 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
  • Installation in an unsuitable location
  • Excluded is any consequential damage caused by the products or their malfunction

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.

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