Returns & Refund Policy

FireAlarmKit.co.uk
(Trading name of Defensor Maintenance Limited)

1. Overview

At FireAlarmKit.co.uk, we aim to provide high-quality fire alarm products and excellent service. If you are not fully satisfied with your purchase, this policy explains your rights and how we handle returns, refunds, and exchanges.

This policy complies with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

2. Your Right to Cancel (Consumer Orders)

If you are purchasing as a consumer (non-trade customer):

• You have the right to cancel your order within 14 days of receiving your goods.
• You then have a further 14 days to return the items.

Conditions:

• Items must be unused, unopened, and in their original packaging
• Products must be in resaleable condition

Non-Returnable Items:

Due to the nature of fire safety equipment, the following cannot be returned unless faulty:

• Opened or installed detectors and devices
• Commissioned or programmed equipment
• Special order or bespoke items

3. Trade Account Customers

For trade account holders:

• Returns are accepted within 14 days, subject to approval
• A restocking fee of up to 20% may apply
• Items must be unused and in original packaging
• FireAlarmKit.co.uk reserves the right to refuse returns for:
• Obsolete or discontinued products
• Special-order items
• Items returned outside agreed terms

4. Faulty or Damaged Goods

If your item is faulty, damaged, or incorrect:

• Notify us within 48 hours of delivery
Provide:

– Order number
– Description of issue
– Photos (where applicable)

Resolution Options:

• Replacement
• Repair
• Full refund

We will cover return shipping costs for faulty or incorrect items.

5. Return Process

To initiate a return:

1. Email: returns@firealarmkit.co.uk
Include:
– Order number
– Reason for return
– Photos if damaged/faulty
• Wait for a Returns Authorisation (RA) number
• Send items to the address provided

Returns without an RA number may be refused.

6. Refunds

Once your return is received and inspected:
• Refunds are processed within 5–10 working days
• Refunds are issued to the original payment method

Deductions may apply:

• Shipping costs (unless faulty)
• Restocking fees (trade accounts)
• Any damage or missing packaging

7. Exchanges

We offer exchanges where stock is available.

• Contact us to arrange an exchange
• Price differences will be charged or refunded accordingly

8. Delivery Issues

If your order does not arrive:

• Notify us within 5 working days of expected delivery
• We will investigate with the courier

9. Incorrect Orders

If you ordered the wrong item:

• You are responsible for return shipping
• Items must be unused and in original packaging
• Refund subject to inspection

10. Warranty

Most products supplied by FireAlarmKit.co.uk are covered by manufacturer warranties.

• Warranty periods vary by brand
• We can assist with claims where required

11. Contact Details

Returns Team
FireAlarmKit.co.uk
Email: returns@firealarmkit.co.uk
Phone: 0800 193 1014

12. Important Notes

• We strongly recommend checking compatibility before purchase
• Fire alarm equipment should be installed by competent professionals
• This policy does not affect your statutory rights