General

Act Fire Equipment (here short Act Fire) is dedicated to your total satisfaction. If you have any suggestions, comments or complaints, please email us at service@actfire.co.uk

The terms and conditions of Act Fire do not affect your statutory rights

Making A Purchase

Please note that we only supply the UK and Northern Ireland. If you wish to purchase from any other country please contact us for a quotation

Making a purchase is easy. Just browse our web site, click on any items that you wish to buy and put them into the shopping cart. After you have finished your selections, please press the 'check out' button to proceed to the payment pages, where you can pay online with credit/debit card, Google Checkout or Paypal. We will ask you for the billing address and you will be given the opportunity to state your delivery address if it is different to the billing address. You then continue to a secure page, where we will ask you for your card details. These details will only be known to the merchant bank handling the payment.

If you are purchasing using a Mastercard, you will be forwarded temporarily to your issuing bank's verification page, where you will need to enter your password registered with your card. This is a step taken by Mastercard to curb internet fraud. If you have no password yet, you will be asked to create a password. After completion you will be routed back to the end of the payment process. We will then issue an order number and email you a confirmation of your order. Please note that Visa customers are offered the password-protected process as well, but VISA customers can at this moment in time still decline to register a password for their card.

We accept most major credit and debit cards (Visa, Mastercard, Delta, Amex). You may also send your credit card information by fax.

Choosing the right product and adhering to regulation

• We are here to help. We can provide you with help and guidance and direct you to relevant information. If you have any queries relating to the fire safety needs of your home or business, please contact us on 0800 612 4829. 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. Fire extinguishers, for example, must be serviced every 12 months. You are responsible for setting up any service and maintenance programmes required for your products purchased from us.
• Please note that all mains-powered electrical fire safety equipment must be installed by trained electricians.

Shipping and Delivery Times

If you order before 2:30pm, we will usually ship the same day with a next working day delivery. Please note that larger shipments might have to be delivered with pallet service (3-4 days).

We regret that we are unable to ship orders to Northern Ireland on a next working day delivery, deliveries to Northern Ireland will take 2-3 days. If you require a next day delivery to Northern Ireland, please contact our sales team for advice. Dangerous goods, such as fire extinguishers etc sometimes cannot be delivered by our standard carrier to island locations, such as Northern Ireland.

In such instances we will contact you and you will be offered a refund of your order value or a shipment with a specialist carrier at an additional cost.

If you order extinguishers with installation, the installation can take up to maximum of 14 days.

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.

Please check the status of your package immediately before signing 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 of the carrier. Otherwise you might not be able to receive a replacement or refund from us. You can also refuse damaged parcels without signing for these. If you find transport damage AFTER the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, some of the carriers we use will accept liability. If you claim any later and you had signed for the goods, we might be unable to claim compensation for you from the carrier.

If a customer is not in when delivery is attempted, the delivery driver will leave a card with details of the local depot and attempt re-delivery the next day. Please ring the stated telephone number if required to do so on the card. 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. Alternatively, we might refund you and cancel the order.

Timed and Saturday deliveries

We can arrange specific delivery times and Saturday deliveries on request. Please contact our sales team for a quotation.

WEEE Regulations (Waste Electrical and Electronic Equipment Regulations 2006)

We have signed up to Valpak's WEEE Distributor Take-Back Scheme (Registration ID: 3049). As a result private households can drop off their electronic and electrical 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

Security

Your credit card transactions are handled by SagePay, one of the market leaders in secure online transactions. The transfer of the purchase details from the retailer's site 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 regards security, please contact us at service@actfire.co.uk

Tax Charges

We charge UK VAT at 20% (VAT no GB827 6397 88). Our prices shown are excluding VAT.

Warranty, Faults and Transport Damages

This policy is in addition to your statutory rights.

Warranty and faulty items

Most products are warranted for one year. Some products have longer warranty periods which will be stated on the product description on our site. If you find a product fault within the warranty period, please call us as soon as you can on 0800 612 4829. Usually we will arrange collection of the faulty product. We will either send you a returns envelope, give you a collection number for you to arrange free collection with UK Mail or give you our freepost address to enable you to drop off the parcel at your local post office. We can also arrange a swap out where we deliver the replacement goods at the same time as we collect the faulty unit. Where appropriate, we will send out a replacement immediately and will inform you of what to do with the original item. Occasionally we will ask you to scrap the original item. In this case we might have to ask you for the serial number of the product.

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 of 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.

Returns Policy

Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be fully refunded.

We will refund the sales price and the initial postage and packing charges within 30 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 will collect the goods and 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 4829 and we will arrange collection of the goods. We will deduct the cost of this collection from your refund.

Products which are made to measure or to customer specification (eg fire doors) can not be returned and refunded unless faulty.

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

Act Fire Equipment
c/o Safelincs Ltd
Unit 1
Farlesthorpe Road
Alford
Lincolnshire
LN13 9PS
United Kingdom

Complaints Procedure

Should you have any complaints, please let us know by e-mailing us at service@actfire.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.

Installation and Servicing of Fire Extinguishers

We offer an optional nationwide (mainland UK) installation service, which includes extinguisher hanging, inspection, labelling and certification. Alternatively, customers can choose to install the extinguishers themselves but we strongly recommend that you carry out a careful visual inspection once you have received the extinguisher to ensure that there has been no transport damage, that the safety pin moves freely, that the pressure gauge needle (where applicable) is in the green and that you have received the correct extinguisher. Even though we inspect our extinguishers prior to shipment and are protecting them very carefully against transport damage, we will not issue pre-shipping inspection certificates, as extinguishers can be damaged in transit. The practice of issuing pre-shipping inspection certificates can be dangerous as it can make the customer believe that the extinguishers do not require a visual inspection by the customer on receipt of the extinguishers. We also offer to come out to you, after you have hung the extinguishers yourself, to carry out an inspection of the extinguishers and to apply extinguisher servicing labels. This process is called commissioning and can be ordered online when you are choosing fire extinguishers. Commissioning is cheaper than our full fire extinguisher installation service.

If you are a business you need to have the extinguishers serviced after 12 months and yearly thereafter. We offer extinguisher servicing nationwide on mainland UK.

Customers living in remote areas should note that some 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 4829.

Installations of fire extinguishers are carried out within 14 days. Commissioning of fire extinguishers is carried out within 28 days. The annual Servicing of fire extinguishers is carried out within 30 days from your order.

All Installations, Commissioning and Servicing is carried out by the BAFE certified network of Safelincs fire extinguisher engineers. All extinguisher labels and all documentation is Safelincs branded.