Quick Delivery From £4.16 ex VAT Secure Payments with our fast checkout Live Customer Chat Available Now Total Peace of Mind 30 day returns policy 5 Star Customer Feedback
- Our Advice
- Our Reminder Service
- Installation of Products
- Free After-Fire-Replacement Guarantee
- Transport Damages
- Returns Policy
- Cancellation of Call-outs & Training Course by Customer
- Payment and Security
- Tax Charges
- Recycling of old electrical and electronic items (WEEE regulations)
Terms & Conditions
We are here to help and can provide you with guidance or direct you towards relevant information. Although we will always endeavour to give you the best possible advice, the responsibility of ensuring that you are adhering to legislation, building regulations or best practice remains with you. Please note that any advice given by us is only based on the information you provided us with and applies within the framework of UK regulations and standards.
Our Reminder Service
There are regulations requiring the regular maintenance of some fire safety products and you are responsible for setting up maintenance programmes for these products once purchased from us. To help you manage your maintenance schedule, Phoenix Safes offers a free reminder service and free online fire safety logbooks. You are responsible to set these systems up correctly and follow their instructions. This service provision might be discontinued by Phoenix Safes at any time without notification or the communication between our systems and yourself might become faulty. You are therefore responsible to monitor that you receive the reminder and support messages from Phoenix Safes.
Installation of Products
Some fire safety products must be installed by competent installers. You are responsible to arrange competent installation where required by regulations. For example, all mains-powered electrical fire safety equipment must be installed by competent electricians.
Phoenix Safes can offer the install of most of our fire safety products. Please select the relevant online offers or ask our support staff for the install to be booked in.
Free After-Fire-Replacement Guarantee
This policy is designed to encourage our customers to use all their firefighting 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. By claiming replacement products you agree to allow Safelincs to publicise the support case, including photographs, anonymously.
Should you be the victim of a fire, we will replace or repair all affected fire safety equipment you purchased from us. To claim your free replacement or repair, please send us the fire report of the fire brigade or other evidence of the fire as well as a documentation and photos 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 including detectors 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.
- Anti-arson letterboxes
- Thoms Evacuation Chutes
- 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
The delivery charge for your order depends on where you live, the total weight of the order and your selected shipping method. Please see table below.
We offer free delivery for many products. When an item with ‘free delivery’ has been added to an order, the whole order will be shipped without delivery charge, as long as the weight bracket is not exceeded. If the weight bracket is exceeded, the amount saved by the free delivery is credited against the overall delivery charge.
There may be a higher delivery charge if you live on an island or in a remote location of the UK. Please see our list of "Islands and remote location" postcodes.
Islands and remote locations
Postal codes starting with: BT, GY, HS, IM, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV51, IV55, IV56, JE, KA27, KA28, KW15, KW16, KW17, PA20, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, PH42, PH43, PH44, TDCU, ZE
Method Weight Mainland UK Islands and remote locations Economy (3 - 5 working days)
3:30pm cut-off time
Dispatched Monday to Friday
Up to 5kg
£4.16 ex VAT
£4.99 inc VAT
£4.87 ex VAT
£5.84 inc VAT
Express (1 - 2 working days)
4:30pm cut-off time
Dispatched Monday to Friday
Up to 10kg
£6.75 ex VAT
£8.10 inc VAT
£15.31 ex VAT
£18.37 inc VAT
Express (1 - 2 working days)
4:30pm cut-off time
Dispatched Monday to Friday
10 to 20kg
£7.71 ex VAT
£9.25 inc VAT
£18.31 ex VAT
£21.97 inc VAT
Express (1 - 2 working days)
4:30pm cut-off time
Dispatched Monday to Friday
£9.31 ex VAT
£11.17 inc VAT
£22.31 ex VAT
£26.77 inc VAT
Please note: Fire Doors supplied to England have a delivery charge of £90.00 (ex VAT) per batch, independent from the quantity. Fire door deliveries to Scotland, Northern Ireland and Wales might require a transport 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.
Fire safes have free standard delivery (for mainland UK, only), with additional, individually priced options for delivery over steps or hand-carried deliveries.
Special Delivery Instructions
You can leave special delivery instructions for your order but you are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.
- For cut-off times of different shipping services please see table above. The table also indicates how long the different shipment methods take. Please note that remote and island locations have longer shipping periods than indicated.
- The cut-off for pallet deliveries is 1pm.
- Economy service can take up to one week.
- Fire safes can take between 4 and 14 working days.
- Fire doors have a lead time of 2 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 612 6537.
- If a customer is not in when delivery is attempted, the delivery driver 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.
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.
You are able to cancel your order (or part of it) for any reason before delivery or within 30 days from receipt of delivery (exceptions apply, please see below). To cancel or return your goods, please use one of the following methods:
You are responsible for the cost of return.
When returning the goods, please pack them in the original packaging. The items must be in a re-sellable condition to be refunded. Products must not have been used. E.g., electrical equipment must not have been powered up and products must not have been installed. Defibrillation pads and all first aid items cannot be returned if opened.
Should items not be returned in the original packaging or in a re-sellable condition then we shall reduce the value of the refund to reflect the fact the product may have to be sold as incomplete, damaged or that it may not be sellable at all. The goods must be returned within 2 weeks of cancellation.
Upon return, we will refund the sales price (considering the above limitations) and initial postage within 14 days of receiving the goods. We do not charge any re-stocking fee.
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.
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.
Products which are made to measure, made to order or to customer specification can not be returned and refunded.
Certain dangerous goods might have to be collected by Safelincs. For example, if you are returning CO2 extinguishers, these will be collected by Safelincs engineers. This is to ensure that you, the customer, and all persons along the way including the couriers and our returns team are kept safe at all times. We will only charge you for a standard collection charge. The rest of the cost is borne by Safelincs.
Any returns within the UK should be sent, together with your original order details, to:
33 West Street
Business Customers and Returns
Businesses that place orders through our website, over the phone or via purchase order will be covered by the Sales of Goods Act 1979 and the Supply of Goods and Services Act 1987. Individual return requests may be discussed by contacting us. Returns will be considered on a case-by-case basis and may be declined.
Cancellation of Call-outs & Training Course by Customer
Cancellations happen and we are happy to work with you to keep the impact for both you and Phoenix Safes.
Servicing or Installation Appointments
If you let us know at least 48 hours in advance that you are not able to keep the planned appointment, we will re-arrange the appointment for you with no additional cost. However, if less than 48 hours’ notice is given or our engineers arrive on site as agreed and our customer is not in, we will charge customers a £40 call-out fee.
Training events require significant preparation and often include hotel stays for our trainers. We therefore will charge the full training course costs if a training event is cancelled with less than 48 hours’ notice or if it is not attended.
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 firstname.lastname@example.org 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.
Safelincs Free Extended Warranty
Safelincs offers its customers a free minimum 5 year warranty on essential fire safety products. Many of the extended warranties are exclusive and only available from Safelincs.
The products covered by the minimum 5 year warranty are:
- Phoenix fire safes
- Sentry fire safes
- Burton fire safes
- Portable fire extinguishers are covered by a minimum 5 year warranty, some models even have a 10 year warranty
- Smoke alarms (excluding FireAngel products) have a minimum warranty of 5 years, some even 10 years.
- Carbon monoxide alarms (excluding FireAngel products) have a warranty of at least 5 years (some even up to 10 years)
- Anti-arson letterboxes
- Emergency lighting
- Dorgard fire door retainers
- Geofire Agrippa fire door retainers
- Overhead fire door closers have a 5 year warranty, some even have a 10 year warranty
- Fire exit door hardware benefits from a 5 year warranty, some even have a 10 year warranty
- Fire extinguisher stands and cabinets
- Fire escape ladders
The above warranties are underwritten by Safelincs. Claims against the warranties need to be made through Safelincs. You do not have to fill in the manufacturer's warranty forms to qualify for our warranties.
Our free extended warranties do not restrict your statutory rights in any way.
Coverage and exclusions
Covered by our warranties are:
- Manufacturing defects
- Product defects resulting from manufacturer’s design errors
- Damages resulting from the incorrect handling of a product
- Defects due to a lack of maintenance
- 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
We will not cover the cost of installation of replacement components supplied as replacements under this warranty
Special notes to product groups:
To be covered by our warranty, fire extinguishers must be installed, maintained and periodically refilled in accordance to the manufacturer’s instructions. Any replacement components fitted in the process of maintenance are not covered by our warranty. Accidental damage and misuse of fire extinguishers are also not covered.
For metal extinguishers the warranty extends 5 years from the date of purchase up to, but exclusive of, the first extended extended service due after 5 years.
For extinguishers with a 10 year warranty (eg P50 service-free extinguishers): The warranty extends 10 years from the date of purchase up to, but excluding, the second extended service due after 10 years.
Making a Claim
To make a claim, please contact Safelincs with your invoice number 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.
We will either arrange free repair/free replacement for your product or request the return of your product for further analysis. This choice is at Safelincs’ discretion.
Should Safelincs ask for a product back for further analysis or repair, Safelincs will arrange and pay for the transport and the subsequent return.
Should a product be returned to us without being defective, we will return the unit to the customer at cost.
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.
Payment and Security
We offer a range of payment options including Visa, Visa Debit, Mastercard, Maestro, Visa electron, PayPal and Proforma.
We never store your payment card data on our own servers. All our web based credit/debit card transactions are handled by Stripe, the market leader in secure online transactions. Stripe has been audited by a PCI-certified auditor and has been awarded the most stringent level of certification available in the payments industry. Stripe forces HTTPS for all services using TLS (SSL) and card numbers are encrypted with AES-256, with keys stored on separate servers.
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.
Our payments already comply with Strong Customer Authentication, part of the 2019 second Payment Services Directive (PSD2) regulations in Europe. We continually monitor changes in the payment industry to ensure we are doing everything we can to safeguard our customer's payment data. This includes our GDPR and data protection compliance.
If you should have any questions regarding security, please contact us at email@example.com
You can select the ‘Proforma’ payment option during the checkout. This allows you to:
- pay orders per bank transfer or cheque
- process orders which have to be paid by a different person (eg the Finance Department) than the person selecting the products
- use the Proforma as a binding quote (valid for 30 days)
To create the Proforma (also called Proforma Invoice) complete the checkout after selecting "Proforma" and print out the Proforma Invoice. It states the bank details should you want to transfer payment. You can use bank transfer, cheque payment, card payment. Please make sure that you state the Proforma number on any payment details. Once we have received your payment we will ship your order. You will automatically receive a full invoice per email and with the goods. A Proforma is not a legally binding order and you do not have to proceed with the purchase until you have paid. Please note that a Proforma is only valid for 30 days.
30 Day Payment Accounts
Businesses can apply for a 30 day credit account after they have been trading with Safelincs for a period of time (usually after the first three pre-paid orders). Please complete a credit application form.
The NHS, GPs, dentists, schools, churches, public bodies and most charities automatically qualify for 30 day credit accounts. Please ensure that you are sending us a purchase order number, your invoice and delivery address on your formal letterheads.
Safelincs reserves the right to decline requests for 30 day accounts.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act (2018) and the PECR. We are voluntarily registered as a data controller in the Information Commissioners data protection register with registration number Z9733716. Visit the register here: https://ico.org.uk/ESDWebPages/Entry/Z9733716.
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.
Recycling of old electrical and electronic items (WEEE regulations)
We have signed up to Valpak's WEEE (Waste Electrical and Electronic Equipment) Distributor Take-Back Scheme (Phase 5 Registration ID: 501327). Private households can therefore drop off their electronic and electrical fire safety waste at their municipal recycling centre when they 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.
Last updated: 25/04/2022 (v1.8). Our articles are reviewed regularly. However, any changes made to standards or legislation following the review date will not have been considered. Please note that we provide abridged, easy-to-understand guidance. To make detailed decisions about your fire safety provisions, you might require further advice or need to consult the full standards and legislation.