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Terms & Conditions

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.

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 (5 - 7 working days)
4:30pm cut-off time
Dispatched Monday to Friday
Up to 10kg

£0.00 inc VAT

£0.00 ex VAT

£0.00 inc VAT

£0.00 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
Up to 1kg

£3.19 inc VAT

£2.66 ex VAT

£5.99 inc VAT

£4.99 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
1 to 5kg

£4.99 inc VAT

£4.16 ex VAT

£6.99 inc VAT

£5.83 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
5 to 10kg

£5.99 inc VAT

£4.99 ex VAT

£7.99 inc VAT

£6.66 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
Up to 1kg

£6.19 inc VAT

£5.16 ex VAT

£17.99 inc VAT

£14.99 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
1 to 5kg

£7.99 inc VAT

£6.66 ex VAT

£18.99 inc VAT

£15.83 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
5 to 10kg

£8.99 inc VAT

£7.49 ex VAT

£19.99 inc VAT

£16.66 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
10 to 20kg

£9.29 inc VAT

£7.74 ex VAT

£21.99 inc VAT

£18.33 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
20 to 35kg

£11.19 inc VAT

£9.33 ex VAT

£26.99 inc VAT

£22.49 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
35kg +

£11.49 inc VAT

£9.58 ex VAT

£47.99 inc VAT

£39.99 ex 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.

Our Advice

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, Safelincs Ltd offers a free reminder service and free online fire safety log books. You are responsible to set these systems up correctly and follow their instructions. This service provision might be discontinued by Safelincs Ltd 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 Safelincs Ltd.

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.

Safelincs Ltd 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.

Exclusions:

  • 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 guarantee is limited to one claim per customer

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 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 (5 - 7 working days)
4:30pm cut-off time
Dispatched Monday to Friday
Up to 10kg

£0.00 inc VAT

£0.00 ex VAT

£0.00 inc VAT

£0.00 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
Up to 1kg

£3.19 inc VAT

£2.66 ex VAT

£5.99 inc VAT

£4.99 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
1 to 5kg

£4.99 inc VAT

£4.16 ex VAT

£6.99 inc VAT

£5.83 ex VAT

Standard (2 - 3 working days)
4:30pm cut-off time
Dispatched Monday to Friday
5 to 10kg

£5.99 inc VAT

£4.99 ex VAT

£7.99 inc VAT

£6.66 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
Up to 1kg

£6.19 inc VAT

£5.16 ex VAT

£17.99 inc VAT

£14.99 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
1 to 5kg

£7.99 inc VAT

£6.66 ex VAT

£18.99 inc VAT

£15.83 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
5 to 10kg

£8.99 inc VAT

£7.49 ex VAT

£19.99 inc VAT

£16.66 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
10 to 20kg

£9.29 inc VAT

£7.74 ex VAT

£21.99 inc VAT

£18.33 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
20 to 35kg

£11.19 inc VAT

£9.33 ex VAT

£26.99 inc VAT

£22.49 ex VAT

Next Working Day
4:30pm cut-off time
Dispatched Monday to Friday
35kg +

£11.49 inc VAT

£9.58 ex VAT

£47.99 inc VAT

£39.99 ex VAT

Additional Notes

Please note: Fire Doors supplied to England have a delivery charge of £119.00 (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.

Delivery Times

  • 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.

Transport Damages

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.

Returns Policy

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:

Visit www.safelincs.co.uk/returns/
Email us returns@safelincs.co.uk
Call us on 0800 612 6537

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:

Safelincs Ltd
33 West Street
Alford
Lincolnshire
LN13 9FX
United Kingdom

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 Safelincs Ltd.

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

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.

Fire Door Sales and Fire Door Services

Safelincs provide quotations, products and services based on the information provided by the customer.

Supply of Fire Doors

When Safelincs quotes for a fire door we will provide a written specification for each door / door set. The customer is responsible for ensuring that the exact specification and measurements of the door(s) required is reflected in the quote supplied. Where a customer does not provide the correct specification and / or measurements, they will be fully liable for the product supplied and all costs.

If amendments to the specification are needed these must be provided in writing to Safelincs so that the quote can be updated accordingly. By placing a Purchase Order or payment for the order the Customer confirms that the specification of the door quoted is correct.

Safelincs will not be held accountable for any measuring errors. Safelincs offer a chargeable measuring service, should you choose to use this service Safelincs will accept liability for any measuring discrepancies.  

Safelincs will supply fire doors as sets or leaf only. Customers purchasing doors as leaf only are responsible for ensuring their frame meets the testing standards and door set specification in order to classify as fire doors.

Delivery to Site

Delivery lead times we specify for fire doors are estimates only.

Safelincs are only able to deliver to the delivery address stated on the order confirmation.

Whilst we shall use our best endeavours to deliver the products in accordance with specified delivery dates, delivery may be delayed due to circumstances beyond our control. We cannot be held liable for consequential damages if the delivery is delayed.

Delivery of doors will be to kerbside only. You must be on site to accept delivery and ensure you are able to move the doors to a suitable location. Please note that fire doors are very heavy and we recommend that at least two people carry a door together. If you are not on site at the time of delivery you may be charged a failed delivery and recharged delivery costs. A new delivery date will then have to be arranged at a later date.

Once doors/frames are delivered to site, the goods must be inspected by the Customer upon delivery. Please check the condition of the products and the quantity before signing for the receipt of the goods. If damage can be seen or if the delivery is short, this must be noted on the delivery note and on the copy for the carrier. Damaged deliveries must be refused and not signed for. Once received and signed as undamaged, any transport or handling damage is the responsibility of the customer.

If you find the transport damage after the carrier has left, please inform Safelincs instantly at firedoors@safelincs.co.uk. Failure to note damage might affect replacement or refund for items damaged in transit.

Fire doors and accessories must be stored in a suitable location to prevent damage between delivery and installation, they must not be left outside. Safelincs cannot be held liable for consequential damages caused by leaving fire doors or accessories in an unsuitable location.

All Fire Door Services

All of our fire door services, such as surveys, repairs or installations are offered on the basis that the customer has taken adequate steps to ensure that the building structures containing the fire doors are fit for us to perform our services. Where there is a requirement to install, repair or survey more than one fire door, site plans will need to be provided in advance with door locations clearly identified and referenced.

Safelincs is not responsible to identify or rectify hidden or open defects in wall or floor construction, e.g. if walls and floors are not built in line with Building Regulations or other standards. Safelincs is not required to repair uneven floor surfaces which could affect the correct operation of a fire door.

We may carry out an intrusive inspection prior to commencing works or when measuring up (with the customer’s permission) to identify any potential structural issues. Where we are not able to carry out intrusive inspection and defects are not visible at point of inspection, Safelincs cannot be held liable for the subsequently required remedial works on these pre-existing defects.

When removing architraves or carrying out other intrusive inspections Safelincs will not be responsible for any making good or remedial works.

Our installers need to commence work upon arrival. If our staff are unable to commence work due to delays caused by issues such as, but not limited to, locked doors, waiting for an area to be cleared, electrical obstructions, etc. Safelincs charges a waiting fee of £60.00 + VAT per person per hour.

If a job has to be paused for any reason that is not the fault of Safelincs, Safelincs will charge the customer for the original service plus a re-attendance fee and any necessary travel / costs incurred.

General Customer Obligations

Please provide us with free parking space for the duration of our visits to your site within a 250m radius of the site. If you are unable to offer free parking, we may pass any parking charges to you. Please notify us prior to quotation if our installers are not able to park within 250m.

We require a safe working environment, good lighting and free access to electricity and toilet facilities to enable us to complete works.

In the event of access being required to neighbouring land it will be the customer’s responsibility to ensure that access is granted.

The customer is responsible for any necessary planning permissions for the works. If the Property is a listed building, is situated within a conservation area, an area of outstanding natural beauty, a national park or the Norfolk and Suffolk Broads or subject to direction under Article 4 of the Town and Country Planning (General Permitted Development) Order 1995 ("Order"), you will need to make the necessary application to the relevant authority in respect of the Works.

If the customer has not sought the necessary planning permission and the property is situated within a conservation area, an area of outstanding natural beauty, a national park, the Norfolk and Suffolk Broads or is the subject to a direction under Article 4 of the Order we shall assume without any further enquiry, that the Property is not subject to any such restrictions. We accept no liability whatsoever in the event of enforcement or other action by any person, statutory body, local authority or any other such body if it turns out to be the case that the relevant consents should have been obtained.

Unless otherwise agreed in writing, we do not undertake to re-site any gas, electrical wiring, plumbing or telephone installations, which may be necessary for us to carry out our obligations under the Contract. The customer must make suitable arrangements for any such re-siting to be carried out prior to our commencement of the installation of the Products. If our work cannot be carried out due to such delays we will have to charge for re-attendance.

Any information about PPE or safeguarding requirements for the customer site should be provided prior to the commencement of works.

Fire Door Set Installations

Safelincs recommend the installation of full fire door sets (leaves and frames) but it is at the customer’s discretion whether or not they replace frames. Safelincs will install leaves in an existing frame, only if that is explicitly requested by the customer, Safelincs cannot offer certification for this service.

In order to meet compliance and receive certification for installation works all fire doors must have appropriate frame and architraves, ironmongery, fixings and a door closer (minimum requirement). Safelincs will supply the products and services ordered but any components or services not ordered are the customer’s responsibility to supply / provide and install. Without all necessary components the fire door set cannot be fully certified and signed off. In such cases we will raise partial certification/documentation with the missing equipment noted. The customer is then responsible for fitting the missing equipment as necessary. Where the customer plans not to have certain components supplied and installed by Safelincs, Safelincs should be informed beforehand. Safelincs are unable to re-install used door hardware into a fire door unless in exceptional circumstances. Please contact the fire door team to discuss your requirements prior to placing your order where they will provide written confirmation if Safelincs are able to meet your requirements. 

When fitting or fixing fire door frames, Safelincs are responsible for the fixing and packing of any gap between frame and structural wall up to a maximum of 28mm. Safelincs might offer remedial work if the gap is larger than 28mm, however, this will be quoted as separate work and might not be carried out at the same visit.

Should you have a metal fire door frame you will need to disclose this information in writing prior to us booking in the installation appointment.  Fire door installation and removal can be intrusive and potentially cause damage to the surrounding wall. It is the customer’s responsibility to make good any damage after fire door removal or installation works.

Making Good

Please be aware that following the installation of a fire door, frame or architrave or any fire door hardware there may be a requirement for remedial works to the original walls as a result. Safelincs is not responsible for remedial work or decoration / re-decoration of any walls, skirting boards, flooring or ceilings. The costs associated with making good will be the responsibility of the customer and not of Safelincs.

Where architraves have to be rebated or the frame has to be made narrower because the frame has been measured incorrectly by the customer, the customer will be liable for the additional time and costs.

Disposal of Old Fire Doors and Frames

Disposal of removed old fire doors and frames are not included within the cost of the install. Removal and disposal can be quoted separately. Please inform Safelincs of any requirements for removal prior to the appointment being booked.

Manufactured Goods

Should you identify any discrepancies between the door specification and the doors delivered please contact firedoors@safelincs.co.uk immediately and do not begin work on these doors. We will arrange for repair, or at our discretion, replace the items free of charge. Should you complete corrective work Safelincs cannot be held accountable for any costs unless agreed in writing, prior to the start of work commencing. 

Whilst every attempt is made to eliminate the expansion and/or shrinkage of fire doors and frames, Safelincs cannot be held liable for movement within the products as they are manufactured from natural materials and environmental issues can cause expansion or shrinkage that are out of our control.

If product faults are found on the door leaf or the frame within 5 years from install we will repair, or at our discretion, replace items free of charge.

Fire Door Accessories

Where accessories have been supplied standard product warranties for these products apply.

Cancellations

Fire Door Services can be cancelled up to 4 weeks prior to the visit without incurring a charge, otherwise the full charge applies. Cancellations must be made in writing to servicing@safelincs.co.uk.

Fire door orders may only be cancelled prior to the start of manufacture.  To cancel an order for a Fire Door or any components of a Fire Door Set you must inform firedoors@safelincs.co.uk as soon as possible so that we may check the progress of production. Once manufacturing has started, we are unable to provide a refund.

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.

Warranties

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

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

We will not cover the cost of installation of replacement components supplied as replacements under this warranty.

For fire door warranty details please see our Fire Door Sales and Services section in the Terms and Conditions

Special notes to product groups:

Fire extinguishers

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.

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.

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

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.

Privacy Policy

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.

Identity and contact details

Safelincs Ltd
33 West Street
Alford, Lincolnshire
LN13 9FX

Data Protection Team

data-protection@safelincs.co.uk

 

Data we Process

Processing data can mean collecting, storing and using your data. We only do so to perform tasks you want us to perform. These include one or more of the following:

  • Processing your orders, including delivery and passing your data to our couriers, servicing and installation, product recalls, warranties and to notify you when purchased products reach their end of life or serviceable period
    • name, address, telephone number, email
  • Sending you fire safety reminders you requested
    • mobile number, email
  • Offering product and after-sales support and returns
    • Email, telephone, any supporting information such as address
  • Maintaining your online fire safety log book
    • Name, email
  • Processing job applications
    • Any details shared in your CV, such as name, address, date of birth, etc.
  • Newsletters (soft opt-in)
    • Email
  • Safelincs Customer Survey (soft opt-in)
    • Email and product details
  • TrustPilot (soft opt-in)
    • Email and order details
  • Your public profile on our forum
    • The details in your user profile

We do not store any payment data such as credit or debit card numbers on our servers. Instead, we use third party payment processors who have been vetted to meet the highest security standards.

To help prevent fraud and diagnose errors, your IP address may be recorded in our web logs.

We also process some data in a statistical manner through Google Analytics to understand how we can improve our web site for visitors and present products and information that is relevant and record visitors coming from adverts. IP addresses and referring URLs are used to achieve this. We also use Google Enhanced Conversions, which allows us to further improve our web site by gathering statistical data about ads and conversions. When an order is placed, we encrypt order information such as name, email and address, using SHA256, the industry standard for one-way hashing. This data can't be decrypted, so Google can only understand data you have already shared with them, that we don't have access to. If Google hasn't already got this data, they cannot read it. We do this to protect any new data being shared with Google.

We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioral metrics, heatmaps, and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimization, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

We do not sell or share your data with any third parties. Some external companies are contracted by us to achieve tasks such as delivery and online payments and where we have to share customer information with them, this is covered by a Data Protection Contract.

We will only contact you to communicate with you about your order, product or service we offer or in any other situation you've specifically requested us to do so. We might also contact you if products you purchased from us or are serviced by us are due to be serviced again or when they reach their end of life and need to be replaced, based on the recommendations of the manufacturer.  We may also offer a discount or offer on replacement products in this email. We regard this as a step to keep you safe. Please let us know if you do not want to be reminded of service dates or end of life periods for your products.

Most order information will be retained for 15 years. Because we deal with safety products and due to many items having extended warranty periods and the significance of possible safety recalls, we have come to the conclusion that it is in our customers' interests for us to securely store this data to be able to support them in the future. This data will not be used for any other purpose, including marketing, except where explicitly requested by you. When we email regarding the end of life of products, we will only present offers or discounts related to the replacement of the products you originally purchased.

We do not record any telephone conversations, however, line managers will occasionally listen-in to conversations to help our staff improve their communication skills and level of service to you.

Our Cookies

Cookies, also known as browser cookies or tracking cookies are small text files which are downloaded to your device (computer, phone, tablet, etc.) when you visit a website. The cookies then send data back to the website or other websites that recognise the cookie.

Cookies have many different uses, such as remembering a user's preferences, allowing efficient navigation and generally improving the user's online experience. They also help companies to identify how many people visit their website, and how they found it. Cookies cannot identify you personally.

More information about cookies and how to manage them can be found at allaboutcookies.org.

How do we use cookies

The list below shows the cookies that are in use on our website, why we use them and how long they will stay active on your device.

Name Description Expiration
__utma This cookie contains a unique ID which is used to determine unique visitors to our site. The cookie is updated each page view 2 years from set/update
__utmb This cookie is used to create and continue a user session and determines the amount of time a user is on our site 30 minutes from set/update
__utmz This cookie contains information about how users reached our site. i.e. referring link, direct traffic or website search etc. 30 minutes from set/update
PHPSESSID This generic cookie allows us to create and maintain user's shopping carts and order information When the browser is closed or restarted
jssCustomer This cookie is used if a customer logs into our site and allows us to identify their session 24 days from set/update
__cfduid* This cookie is set by Cloudflare, our security and content delivery provider, to help deliver pages fast and securely 1 year from set/update
SERVERID* This cookie is set by our load balancer to ensure you use the fastest possible web server in our cluster 1 year from set/update
CookieTabShown This cookies is set after we first show our cookie tab on the web site so we don't bother you with it more than once 30 days from set/update
IDontWantCookies When you disabled cookies, we set this single cookie to tell our web site to not set any other cookies that may record personal information 30 days from set/update
ShowPricesIncVat This cookie is set if the inc/ex VAT switch is flipped and stores your preference for displaying product prices on our web site 30 days from set/update

* these cookies will not be deleted when using the Remove Cookies feature as they are required for our web site to work

You can remove your cookies using the Remove Cookies feature, found in the footer of our web pages. This will stop features like adding products to the cart and logging in from working, however. You can enable cookies again by using the same settings in the footer.

Your Rights

The data we process belongs to you. We want you to understand your rights and what options you have. You can make a request to view, erase, modify or restrict processing of data we hold about you and, where there isn't a legal obligation stopping us from doing so and where the request is reasonable, we will process your request within 30 days at no charge.

Please send requests to data-protection@safelincs.co.uk.

You also have the right to complain to your local supervisory authority. Here in the UK we are governed by the Information Commissioner's Office (ICO).

Data Security

We take data security very seriously. We use web hosts with numerous ISO and PCI certifications, including ISO 27001 (information security management). All data transmission, both public facing and between our internal systems is done over a secure connection. Where technically feasible, we also encrypt all user data to industry standards or higher.

Our Compliance

At Safelincs, we endeavor to surpass the minimum requirements for current data protection regulation compliance. We train our staff in data protection principles from the first day of employment and we perform impact assessments and record our activity on all personal data processing on our bespoke data protection management system.

If you have any questions or comments about your privacy or data protection, please email the data protection team.

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.

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: 31/08/2023 (v2.8). 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.

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