Returns & Cancellations Overview
Fire Safety Store North West supplies standard fire-rated products as well as fire doors configured to customer requirements.
The right to cancel or return an item may depend on the type of product purchased, the customer type, the stage of the order and whether the product has been made or altered to a customer's specification.
Replace this notice with the approved introductory wording once the final Returns & Cancellations Policy has been reviewed.
Cancelling an Order
Customers who wish to cancel an order should contact Fire Safety Store North West as soon as possible.
Whether an order can be cancelled will depend on the type of product and how far the order has progressed.
Insert the approved cancellation period, contact method, any cut-off point once production has begun, and any differences between standard products and configured products.
Standard Products
Some products sold through the online store may be standard products rather than goods made specifically to a customer's individual requirements.
Insert the approved return period, eligibility requirements and any conditions that apply to standard fire-rated products and ironmongery.
Unused Products
Confirm whether products must be unused, unopened and in their original packaging.
Installed or Altered Products
Confirm whether goods that have been fitted, drilled, cut, painted or otherwise altered are eligible for return.
Configured & Made-to-Requirement Products
Fire doors ordered through Build Your Fire Door may be produced according to dimensions, finish, glazing, frame, handing or other specifications selected by the customer.
Products made or adapted to customer requirements may have different cancellation and return rights from standard products.
Insert the final solicitor-approved wording dealing with bespoke, personalised, made-to-measure or customer-specification products and when production is considered to have begun.
The final policy should clearly explain the customer's responsibility for checking dimensions, fire rating, configuration, finish, handing and other selected options before the order is placed.
Damaged, Faulty or Incorrect Goods
Customers should contact Fire Safety Store North West promptly if goods arrive damaged, faulty, incomplete or different from what was ordered.
Insert the approved reporting timeframe and specify what information or evidence should be supplied, such as the order reference, photographs of the product, packaging and delivery labels.
The final policy should explain that customers should contact the team before installing, modifying or disposing of goods that are being reported as damaged, faulty or incorrect.
How to Request a Return
Customers should contact Fire Safety Store North West before sending any goods back.
Confirm whether customers need a returns reference, collection authorisation or return address before goods are sent back.
Information We May Need
- Order reference
- Customer name and contact details
- Product being returned
- Reason for the return
- Photographs where relevant
Condition of Returned Products
The condition in which products are returned may affect whether the return can be accepted and the amount that can be refunded, subject to applicable customer rights.
Confirm requirements for original packaging, protective wrapping, accessories, instructions, labels and the condition of the product.
Return & Collection Costs
Return or collection charges may depend on the reason for the return, the product type and the customer's legal rights.
Confirm who pays return transport for unwanted items, damaged/faulty goods, incorrect deliveries and bulky fire-door products.
Refunds
Where a refund is due, it will normally be returned using the appropriate payment method in accordance with the final policy and applicable legal requirements.
Insert the approved refund processing timescale, when the refund period starts, and how any delivery or return charges are treated.
Products That May Not Be Returnable
Certain products may not be eligible for return because of their nature, condition or because they were produced to an individual customer's requirements.
List the final categories of products that cannot normally be returned and make sure the wording is consistent with consumer law and your Terms & Conditions.
Trade & Business Customers
Different contractual terms may apply where goods are purchased wholly or mainly for business purposes rather than as a consumer purchase.
Insert any approved differences for trade accounts, business-to-business orders, restocking charges, return periods or cancellation rights.
Contact Us About a Return or Cancellation
Contact our team before returning any products. Please include your order reference so we can locate the order and advise you on the next steps.