Terms & Conditions

Customer Service Policy

We describe products clearly in a condensed format to help you choose products easily. We display, wherever possible, all technical data sheets, manuals and certifications in additional tabs. In addition, we are happy to support you with your technical queries. Our sales staff are trained to advise you and are happy to assist you over the phone, chat or by email. Please send us images or site plans for more complex enquiries. Please note that we cannot carry out site surveys remotely.

Delivery

Delivery Charges

The cost of shipping your goods depends on your location and the total weight of the order. Some products might also be offered with the option of an economy service (excluded are extinguishers, high value goods and goods classified as dangerous goods).

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


Mainland UK Highlands, Islands and remote locations Includes Northern Ireland

Highlands, Islands and remote location 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, HS, HY
  • IM, JE, TDCU, ZE
Weight Range Shipping Type Shipping Cost Shipping type Shipping Cost
0 to 2kg Economy £3.90 ex VAT Economy £3.90 ex VAT
0 to 20kg Next Working Day £6.50 ex VAT Courier £27.30 ex VAT
20+kg Next Working Day £9.00 ex VAT Courier £35.90 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 delivery address, as the driver is otherwise not able to leave parcels. If you have left a delivery instruction to, for example, 'leave parcel in garage 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

  • If goods are ordered before 2:30pm, we will usually despatch the same day. The cut-off for pallet deliveries is 1pm.
  • 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 2-3 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/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.
  • 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.

Refurbishment of Fire Extinguishers

We offer a complete refurbishment service for the Britannia Fireworld extinguishers when they are 10 years old or in cases where they are accidentally discharged or damaged. The refurbishment will extend the life of the extinguishers for a further 10 years and they are then covered by a new 10 year warranty. A Britannia Fireworld extinguisher cannot be refurbished to last beyond 20 years and must be completely replaced at this time. The cost of the refurbishment includes collection and re-delivery from and to you or your client's premises

Payment and Security

We offer a range of payment options including Visa, Visa Debit, Mastercard, PayPal and Proforma

All our credit card transactions are 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 us at [email protected]

Returns Policy

  • You can cancel your order (or any part of it) for any reason before delivery or within 30 days from receipt of delivery (exceptions apply, see below). Email us or call us on 0800 612 4829 if you have not received the goods yet or if you are in possession of the goods and are running close to the end of the 30 days or send us the goods with the return slip filled in.
  • Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be refunded. British Standards copies cannot be accepted back if the packaging is opened. Electrical equipment must not have been powered up. Product must not have been installed.
  • If goods are not returned in original packaging or re-sellable condition we will reduce the refund value to reflect that the product will have to be sold as incomplete or damaged.
  • We will refund the sales price and the initial postage and packing charges within 14 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 can offer to collect the goods and will then 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.

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

Act Fire and Safety c/o Safelincs Ltd
Farlesthorpe Road Industrial Estate
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

All of our extinguishers are covered by a minimum 5 year warranty, the top end models even have a 10 year warranty

Claims against the warranties need to be made through Act Fire.

Our warranties do not restrict your statutory rights in any way

Included in all 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

Special Notes to product groups:

Fire extinguishers

5 year warranty: The warranty extends 5 years from the date of purchase up to, but exclusive of, the first extended service due after 5 years

10 year warranty: The warranty extends 10 years from the date of purchase up to, but excluding, the second extended service due after 10 years. Extinguishers must be installed by a qualified engineer and serviced yearly in accordance to the manufacturer’s instructions. The extinguishers must be periodically re-filled in accordance to the frequencies defined in BS5603-3 (5 years for powder, foam, water, wet chemical and 10 years for CO2 and self-maintenance extinguishers). Any replacement components fitted in the process of maintenance are not covered by our warranty. Accidental damage and misuse of the fire extinguishers are also not covered by our warranty

What happens if a customer discovers a product fault?

  1. Please contact 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/free replacement for your product or request the return of your product for further analysis. This choice is at Act Fire's discretion.
  3. Should Act Fire ask for a product back for further analysis or repair, we will arrange 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.