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 exclusive and inclusive prices, where possible. You can select which display is the primary display. 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 describe products in plain English to help you choose and compare products easily. On top of this we display all technical data sheets, manuals and certifications. 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 help guides, 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 our service and our products and we want other customers to benefit from the feedback you give. You will be offered in the checkout the option to request Trustpilot or Google feedback emails. This feedback, which we cannot influence, is displayed both on our website as well as on Trustpilot's or Google’s websites to be seen by other prospective customers. You can also request product feedback emails 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, 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 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, made to order or to customer specification 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
33 West Street
Alford
Lincolnshire
LN13 9FX
United Kingdom

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 4 Registration ID: 401363). 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.

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.

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 612 6537. 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. You are responsible for setting up any service and maintenance programmes required for the products which you purchased from us.

Delivery

Delivery Charges

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 on certain products. When an item with "free delivery" has been added to an order, the whole order will be shipped without delivery charge.

There may be a higher delivery charge if you live in the Islands or a remote location of in the UK. Please see our list of "Islands and remote location" postcodes.

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	£3.99 ex VAT £4.79 inc VAT	£4.59 ex VAT £5.51 inc VAT
Express (1 - 2 working days) 4:30pm cut-off time Dispatched Monday to Friday	Up to 10kg	£6.59 ex VAT £7.91 inc VAT	£15.19 ex VAT £18.23 inc VAT
Express (1 - 2 working days) 4:30pm cut-off time Dispatched Monday to Friday	10 to 20kg	£7.59 ex VAT £9.11 inc VAT	£18.19 ex VAT £21.83 inc VAT
Express (1 - 2 working days) 4:30pm cut-off time Dispatched Monday to Friday	20kg +	£9.19 ex VAT £11.03 inc VAT	£22.19 ex VAT £26.63 inc VAT

Special Delivery Instructions

You can leave special delivery instructions for our order but 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 4:30pm, we will usually despatch the same day.
• 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 with 3-7 working day service. If you have selected economy service and you have not received your parcel within 5 days, please contact us.
• Unfortunately, we cannot offer compensation for deliveries that are delayed.
• Customers living in remote areas should note that some delivery 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/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.

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.