Returns and Refunds Policy

Non-faulty Items

You can cancel your full order (or any part of it) for any reason prior to dispatch of the goods or within 30 days from receipt of delivery (exceptions apply, please see below). In order to cancel or return your goods, please contact us to receive further instructions including a Returns Authorisation Number (RAN):

• Email us sales@safefiredirect.co.uk
• Call us on 0800 955 3600

You shall be responsible for the cost of return.

When returning goods to us, please ensure they are returned complete and in their original packaging. Items must be unused and in a re-sellable condition to be refunded. Products must not have been used, installed or damaged in any way (e.g. electrical equipment must not have been powered up, connected to any circuits or installed in any way). First aid equipment cannot be returned if opened.

Please Note: We cannot accept a return on items which have been used or installed (e.g. alarms, detectors, fire panels etc once they have been connected to any wiring or if battery tags and void seals have been removed etc).

Once returned items are received at our warehouse they will be inspected. If received in good re-sellable condition and unused, then a refund for the sale price of the goods will issued within 14 days of receiving the goods.

For large or heavy items which you may struggle to return, please contact us as we may be able to offer collection of the goods. We will deduct the cost of the collection from your refund (starting from £25 + VAT). We can only arrange collection if the cost of the collection is less than the price paid by you for the product(s) being returned. Heavy items such as trolleys and safes etc and collections from remote locations will incur high collection charges. We can provide a quote for collection based on your location and the products being returned.

Certain products which are sent directly from the manufacturer may be subject to a restocking fee depending on the manufacturer's policy. Please contact us to check in advance as this can change at any time.

Special Order Items

Any products which are made to order, made to measure or produced to customer specification can not be returned or refunded.

Faulty Items

Contact us immediately when a product is suspected to be faulty. Depending on the weight of the item, faulty items will either be collected by us (at our discretion), or we will ask for you to send the items back to us. Faulty items will be inspected by our team or the manufacturer.

Refunds or replacement items will only be issued upon successful validation of the fault by the manufacturer, if a replacement item is required sooner then this will need to be purchased and paid/invoiced separately until full inspection of the returned goods has been completed.

If the item is confirmed to be faulty we will refund any return postage charges incurred by you and subsequently arrange for a full refund or replacement of the item(s).

If the item is not found to be faulty then this will be held at our warehouse ready for return to the purchaser once a return postage charge has been paid (we will contact you to arrange this additional charge). We will not offer a refund of any postage charges or for the item value in this scenario.

If the item is found to have been damaged due to incorrect installation, wiring, negligence or avoidable environmental damage then no refunds will be made for the item or any postage charges.

Returns must be accompanied by an associated Returns Authorisation Number (RAN) which can be obtained by contacting us first by telephone on 0800 955 3600 or via email: sales@safefiredirect.co.uk

Page Last Updated on 20th June 2023.