Help and Advice Freephone 0800 077 6149
Free Delivery On all orders

Basket: 0 items

Checkout

Terms & Conditions

Our 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 6126537. Although we will always endeavor 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. Fire extinguishers, for example, must be serviced every 12 months. You are responsible for setting up any service and maintenance programmes required for the products which you purchased from us.

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 contacts

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. We therefore send a customer survey to every internet customer and reward our customers for their effort of filling in the survey by drawing a gift voucher every month. We follow the replies up daily and contact you if there is a clear indication that we should provide assistance to you. Our management team also meets weekly to go through all feedbacks and to follow up any comments with general solutions and activities. We monitor repeat customer and referrals as measures of customer satisfaction.

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 in case you want to follow up the progress of your order or if you wish to 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.

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.

Delivery

Delivery Charges

The cost of shipping your goods depends on where you live and the total weight of the order.

Depending on the total weight of your order, there may be a bigger postage & packaging charge if you live in a "non-mainland" area of the UK. The table below outlines pricing for both "mainland" and "non-mainland" UK addresses. If you're unsure, see our list of "non-mainland" UK postcodes.


Mainland UK Non-Mainland UK Includes Northern Scotland

Non-Mainland UK postcodes:

  • AB31-38, AB40-52
  • AB54-56, AB63
  • IV1-28, IV30-32
  • IV36-56, IV63
  • KA27-28
  • KW1-17
  • PA20-38, PA41-49
  • PA60-78
  • PH4-44, PH49-50
  • PO30-41
  • TR21-25
  • BT, GS, GY, HY
  • IM, JE, TDCU, ZE
Weight Range Shipping Type Shipping Cost Shipping type Shipping Cost
0 to 20kg Next Working Day 0.00 ex VAT Courier 0.00 ex VAT
20+kg Next Working Day 0.00 ex VAT Courier 0.00 ex VAT

Special Delivery Instructions

If you add special delivery instructions, please leave a signed piece of paper with the same instructions on the outside of your door, as the driver is otherwise not able to leave parcels eg in a porch etc. If you have left a delivery instruction to, for example, 'leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested.

You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.

Delivery Times

Payment and Security

We offer a range of payment options including Visa, Visa Debit, Mastercard, Solo, Maestro, Visa electron, American Express, Google Checkout 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 Harald Dewick-Eisele at security@safelincs.co.uk

Returns Policy

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

Safelincs Ltd
Unit 1 Farlesthorpe Road 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.

Transport Damages

Transport damage

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.

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:

Excluded:

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.