DELIVERY POLICY

We endeavour to deliver most products within 1-2 days of receipt of order, subject to stock levels. However, please note that some equipment i.e. analogue panels, some emergency lighting products etc. are subject to a longer lead time as these are often made to order. Please feel free to contact us to discuss delivery times for any of products prior to placing an order.

Please note that courier services should not be considered as being 'Guaranteed' to be made on a specific day or time. Our couriers, DPD are very good and have an extremley high delivery success rate. However, there will be times when things do not run as smoothly as everyone would like due to a variety of factors i.e. road accidents, breakdowns, weather conditions etc. etc.

Where possible, as much time as possible should be allowed for deliveries to avoid 'last minute' issues or delays causing interuption to work routines. 

Deliveries to Site: We are happy to arrange deliveries direct to your customers site on your behalf. However, from experience we have had to deal with failed deliveries due to 'premises closed', address errors (especially on new build sites) and no one being available to accept or sign for the delivery. It is the customers responsibility to ensure the details we are given are correct and that arrangements have been made to accept the delivery.

DELIVERY TERMS & CONDITIONS

Delivery and Risk Unless otherwise specified delivery shall be deemed to take place when the products are delivered to your premises, or alternative delivery address as specified by the Purchaser. A charge may be made for delivery. Any such charge will be detailed at the point of order, though this may be subject to change. Should this delivery charge change the Purchaser will be informed in writing before the goods are dispatched. Should the price be unacceptable to the Purchaser, The Fire Alarm Store will accept a written cancellation of the order, with no penalty to the Purchaser. All products dispatched by The Fire Alarm Store will be delivered by a method of transport selected by The Fire Alarm Store in the absence of contrary agreement with the Purchaser.

Products are at risk of the Purchaser from the time of dispatch and the Purchaser is then liable for the invoice value. Claims from incorrect delivery shortages, damage to goods in transit or other discrepancies notified in writing to The Fire Alarm Store and the carrier within seven days of delivery may be considered. Claims for non-delivery will also be considered if notified to The Fire Alarm Store within 3 days of the date of dispatch shown on the invoice. The Fire Alarm Store is not liable for any loss or damage to products returned for repair or credit unless The Fire Alarm Store agrees to repair or replace them under warranty and the Purchaser sends separate written advice to The Fire Alarm Store at the date of dispatch and is not negligent in the packing, addressing or choice of transport for the products returned. The Purchaser agrees to pay for any loss, or extra cost incurred by The Fire Alarm Store through the Purchaser's instructions, or lack of instructions, or through failure, or delay in taking delivery, or through any act or default on the part of the Purchaser, its servants, agents or employees.

Secondary Damage The Fire Alarm Store is not liable for any damage to property or consequential loss, e.g. loss of product, loss of profit, loss of goods in store which arises by defects or delays in delivery of products irrespective of the cause, including faulty manufacture. 

RETURNS POLICY

All returns must be issued with a valid RMA number prior to return.  For an RMA Request Form please contact customerservicesint@videcon.co.uk. Please complete all sections fully and fax / email to 01924 528005 / returns@videcon.co.uk  As part of the returns process we may need to contact you to discuss your returns request further. 

Once issued with a valid RMA number please display clearly on the outside of each package you are returning.  We regret that any item received without a valid RMA number clearly displayed may be returned unopened.  Please make all reasonable checks before returning any item(s) to satisfy yourself that all details are correct.

1.    AWR units where requested will be issued at the Companies discretion. Premium delivery services where requested for AWR units will be charged at the Companies current carriage rates. 

2.    All items to be returned should be complete including packaging and accessories.  Incomplete items covered by warranty will be repaired and returned to the customer. Where an AWR replacement has been issued in advance of the return, the Company will be unable to issue any credit against the AWR unit should the returned item(s) prove to be incomplete.

3.    All returns will incur a 25% re-stocking charge (minimum £10) except in the following circumstances:

• Goods returned within 14 days of purchase, in new and unused condition in original packaging.
• Goods returned with the express written authorisation of the company.

4.    The Company is under no obligation to credit any faulty items. Faulty items will be repaired or replaced at the discretion of the Company. The repair or replacement of an item will not extend in any way the original warranty period which started on the original purchase date. Goods which are found not to be faulty will be returned to the customer at the customers cost.

5.    The Company is unable to accept for return any 3^rd party products ordered specifically at the customer’s request.

6.    The company reserves the right not to take any remedial action in respect of faulty goods where the customer's account is not in order