Returns & Cancellation Policy
We aim to keep returns fair, clear, and compliant with UK consumer law. The terms below apply to all orders placed with Fire Fighting Supplies and vary depending on whether you are purchasing as a Consumer (Retail) or a Trade Customer.
Order Cancellation
If you wish to cancel your order, you must notify us by email at
sales@firefightingsupplies.co.uk
before the goods have been despatched.
If goods have already been despatched, cancellation can only be made by returning eligible goods in accordance with this policy.
Consumer Returns (Retail / Website Orders)
Consumers may cancel a distance or online order within 14 days of receiving the goods, and then have a further 14 days to return eligible items.
To be accepted for return, goods must be:
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Unused and uninstalled
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Complete and in original packaging
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In a resaleable condition
Return carriage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.
Refunds will be issued within 14 days of receiving the returned goods or proof of return and will be made using the original payment method wherever possible.
Fire Extinguishers & Pressurised Equipment
Fire extinguishers and other pressurised firefighting equipment are life-safety products and are subject to strict return conditions.
Fire extinguishers cannot be returned if they have been:
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Installed, commissioned, or used
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Discharged, damaged, or tampered with
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Removed from original packaging in a way that compromises safety
Unused extinguishers returned in original packaging may be accepted at our discretion. Return carriage costs for extinguishers are the responsibility of the customer unless the item is confirmed as faulty.
Non-Returnable Items
The following items are not eligible for return due to change of mind unless faulty:
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Fire extinguishers (subject to the conditions above)
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Made-to-order or customised items
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Bulk, pallet-only, or supplier-direct items
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Products manufactured, labelled, or assembled specifically to order
Faulty Goods
If an item is faulty, you are entitled to a repair, replacement, or refund in line with UK consumer legislation.
Consumers have a 30-day right to reject faulty goods for a full refund.
All faults must be reported within 7 days of discovery and within the applicable manufacturer’s warranty period.
Trade Customer Returns
For trade customers, returns are accepted at our discretion.
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Stock items may be returned within 21 days, provided they are unused and in original packaging
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A restocking fee of up to 10% may apply to change-of-mind returns
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Fire extinguishers, special orders, and customised items are non-returnable unless defective
Return Authorisation
No goods should be returned without prior authorisation.
To request a return, please email
sales@firefightingsupplies.co.uk
with your order number and reason for return. We will confirm return instructions before any goods are sent back.
Returns sent without authorisation may be refused.
Statutory Rights
Nothing in this Returns & Cancellation Policy affects your statutory rights under UK consumer law.