We are here to help and can provide you with guidance or direct you towards relevant information. Although we will always endeavour to give you the best possible advice, the responsibility of ensuring that you are adhering to legislation, building regulations or best practice remains with you. Please note that any advice given by us is only based on the information you provided us with and applies within the framework of UK regulations and standards.
This policy is designed to encourage our customers to use all their firefighting and rescue equipment without any consideration of costs to limit the impact of a fire. We see it also as a way of helping our customers through a difficult time and supporting them through the entire life cycle of the fire safety products sold by us. By claiming replacement products you agree to allow Safelincs to publicise the support case, including photographs, anonymously.
Should you be the victim of a fire, we will replace or repair all affected fire safety equipment you purchased from us. To claim your free replacement or repair, please send us the fire report of the fire brigade or other evidence of the fire as well as a documentation and photos of the fire safety products affected.
'Affected fire safety equipment' includes: fire fighting equipment used to fight the fire, fire escape hoods used, any fire safety equipment including detectors marked by smoke or damaged through the fire fighting process, any passive fire protection triggered by the heat of the fire, any fire escape equipment damaged during the escape from the fire, any carbon monoxide detectors exposed to smoke from the fire.
Exclusions:
We offer free delivery on 100's of our products and all products that have free delivery options are marked with a free delivery icon. Delivery charges for your order depend on where you live, the total weight of the order and your selected shipping method. The delivery will be calculated in the basket and an indication of shipping costs is show on each individual product page.
Please note: Fire Doors supplied to England have a delivery charge of £119.00 (ex VAT) per batch, independent from the quantity. Fire door deliveries to Scotland, Northern Ireland and Wales might require a transport surcharge. We will contact you should this be the case to allow you the choice of either cancelling the order or to agree to the surcharges.
Fire safes have free standard delivery (for mainland UK, only), with additional, individually priced options for delivery over steps or hand-carried deliveries.
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.
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.
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). To cancel or return your goods, please use one of the following methods:
Visit www.safelincs.co.uk/returns/
Email us returns@safelincs.co.uk
Call us on 0800 612 6537
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
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 happen and we are happy to work with you to keep the impact for both you and CO Info.
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 £115 call-out fee.
If an appointment has been pre-arranged or you have not opted out and access cannot be granted on site, the full charge of the labour element of the service will be applied.
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.
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.
Safelincs offers its customers a free minimum 5 year warranty on essential fire safety products. Many of the extended warranties are exclusive and only available from Safelincs.
The products covered by the minimum 5 year warranty are:
The above warranties are underwritten by Safelincs. Claims against the warranties need to be made through Safelincs. You do not have to fill in the manufacturer's warranty forms to qualify for our warranties.
Our free extended warranties do not restrict your statutory rights in any way.
Covered by our warranties are:
Excluded:
We will not cover the cost of installation of replacement components supplied as replacements under this warranty.
For fire door warranty details please see our Fire Door Sales and Services section in the Terms and Conditions
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.
To make a claim, please contact Safelincs 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 Safelincs ask for a product back for further analysis or repair, Safelincs 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.
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.
We offer a range of payment options including Visa, Visa Debit, Mastercard, Maestro, Visa electron, PayPal and Proforma.
We never store your payment card data on our own servers. 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.
If you should have any questions regarding security, please contact us at security@safelincs.co.uk
Businesses can apply for a 30 day credit account after they have been trading with Safelincs for a period of time (usually after the first three pre-paid orders). Please complete a credit application form.
The NHS, GPs, dentists, schools, churches, public bodies and 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.
Safelincs reserves the right to decline requests for 30 day accounts.
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 here: https://ico.org.uk/ESDWebPages/Entry/Z9733716.
Safelincs Ltd
33 West Street
Alford, Lincolnshire
LN13 9FX
data-protection@safelincs.co.uk
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.
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.
The list below shows the cookies that are in use on our website, why we use them and how long they will stay active on your device.
| Name | Description | Expiration |
|---|---|---|
| __utma | This cookie contains a unique ID which is used to determine unique visitors to our site. The cookie is updated each page view | 2 years from set/update |
| __utmb | This cookie is used to create and continue a user session and determines the amount of time a user is on our site | 30 minutes from set/update |
| __utmz | This cookie contains information about how users reached our site. i.e. referring link, direct traffic or website search etc. | 30 minutes from set/update |
| PHPSESSID | This generic cookie allows us to create and maintain user's shopping carts and order information | When the browser is closed or restarted |
| jssCustomer | This cookie is used if a customer logs into our site and allows us to identify their session | 24 days from set/update |
| __cfduid* | This cookie is set by Cloudflare, our security and content delivery provider, to help deliver pages fast and securely | 1 year from set/update |
| SERVERID* | This cookie is set by our load balancer to ensure you use the fastest possible web server in our cluster | 1 year from set/update |
| CookieTabShown | This cookies is set after we first show our cookie tab on the web site so we don't bother you with it more than once | 30 days from set/update |
| IDontWantCookies | When you disabled cookies, we set this single cookie to tell our web site to not set any other cookies that may record personal information | 30 days from set/update |
| ShowPricesIncVat | This cookie is set if the inc/ex VAT switch is flipped and stores your preference for displaying product prices on our web site | 30 days from set/update |
* these cookies will not be deleted when using the Remove Cookies feature as they are required for our web site to work
You can remove your cookies using the Remove Cookies feature, found in the footer of our web pages. This will stop features like adding products to the cart and logging in from working, however. You can enable cookies again by using the same settings in the footer.
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).
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.
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.
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.
International customers can discuss their VAT requirements with our export team.
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.
Last updated: 12/11/2024 (v2.6). Our articles are reviewed regularly. However, any changes made to standards or legislation following the review date will not have been considered. Please note that we provide abridged, easy-to-understand guidance. To make detailed decisions about your fire safety provisions, you might require further advice or need to consult the full standards and legislation.
Many people are unaware of the devastating effects of carbon monoxide poisoning. Carbon Monoxide has no colour, smell or taste and cannot be detected by the human senses. It is extremely dangerous, binding itself to the haemoglobin in red blood cells and preventing them from transporting oxygen around the body.
According to statistics released by the Office for National Statistics, throughout England and Wales, there are an average of over 60 deaths every year due to accidental exposure to carbon monoxide - up to 45% of which occur in the home.
Source: ONS, User Requested Data, Refs 006780, 007476 & 009122
Figures from the Department of Health and Social Care show that there are around 4000 cases of carbon monoxide poisoning treated in A&E Departments across England each year - even mild cases can exacerbate existing conditions such as respiratory illnesses, leading to fatalities.
According to the Chief Medical Officer (CMO) for England, around 200 per year are hospitalised in England and Wales as a result of accidental carbon monoxide poisoning.
A study of more than 27,000 properties by the Liverpool John Moores University, supported by the Merseyside and West Midlands Fire Services, found that less than 10% of homes have a single carbon monoxide alarm to protect occupants from this deadly gas.
Source: Liverpool John Moores University