Terms & Conditions

By using our website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern our relationship with in relation to this website and any orders you place with us.

The term 'Safelincs Ltd' or 'us' or 'we' refers to the owner of the website whose registered office is 33 West Street, Alford, Lincolnshire, LN13 9FX, United Kingdom. The term 'you' refers to the user or viewer of our website.

Order Process

It’s really important to us that your shopping experience meets your expectations and we have tried to make our order process as simple as possible while giving you all the information we can about the products and services your are buying. You will need to accept our T&Cs every time you make a purchase as they do change from time to time.

Payment

We offer a range of payment options including Visa, Visa Debit, Mastercard, Maestro, Visa electron, PayPal, Super Payments (via online banking app), Hokodo, Apple and Google Pay. We never store your payment method details and 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.

Credit Accounts

To support the public sector, businesses and organisations, we offer 30 and 60 day payment terms to allow you to buy now and pay later. After a credit account has been setup, orders can made via a purchase order without the need for a company payment card.

Public sector organisations such as NHS trusts, police forcces, fire services, GPs, dentists, schools, churches and also 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.

Please Note: Credit checks will be carried out and we reserve the right to decline requests for credit accounts.

Apply for a credit account now.

Prices

The total cost of your order will be the price of the products / service you choose, the delivery charge (if applicable), and any additional services you choose e.g. commissioning or installation.

Please Note: Prices are subject to change without notice.

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.

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 contact us to place your order, emphasising the Channel Island delivery location.

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.

Delivery

Delivery charges for your order depend on where you live, the total weight of the order and your selected shipping method. Delivery charges and timescales will be displayed on individual products pages and a total calculation will be available in the basket. There may be a higher delivery charge if you live in the Islands or a remote location of in the UK.

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.

Timescales

Delivery time scales are stated on the individual product pages and will be confirmed during the checkout. 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.

Customers living in remote areas should note that some delivery, servicing and installation services may be affected, or not available. We will inform you as soon as possible of any potential problems. Please contact us if you would like to check available services before placing an order.

Please Note: Unfortunately, we cannot offer compensation for deliveries that are delayed.

Damaged / Missing Items

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 & Cancellations

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). Please contact us to cancel or return your order.

Returns Policy

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.

Cancellations

Cancellations happen and we are happy to work with you to keep the impact for both you and us yo a minimum.

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.

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: https://ico.org.uk/.

Contact Details

Safelincs Ltd
33 West Street
Alford
Lincolnshire
LN13 9FX

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:

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.

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).

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.

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.

Name Description Expiration
budget_fire_session This cookie stores the user’s session data, allowing them to use core functionality like the shopping cart and maintain their preferences. 6 months from set/update
XSRF-TOKEN This cookie is used for security purposes to protect users against cross-site request forgery (CSRF) attacks, ensuring that submitted forms and requests are genuinely from the authenticated user 6 months from set/update
__stripe_* These cookies are set by the Stripe payment gateway to assist the checkout process and to prevent fraud. 1 year from set/update
_ga*, _uet*, gid These cookies are set by Google to assist with analytics and marketing. Between 1 day and 1 year from set/update
ps_rvm_* These cookies are set by Provide Support to offer a live chat widget to users of the web site. 1 year from set/update

Warranty

All of our products are covered by the standard warranty or guarantee given by the manufacturer.

What's Excluded

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

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 us 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 we ask for a product back for further analysis or repair, we 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.

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.

WEEE regulations (Recycling of old electrical and electronic items)

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.