As part of a recent review of our returns process, we've made some improvements to the way we would like you to return items to us. This approach will provide you with a number to track your returned items and is designed to help us deal with your goods more quickly and efficiently. These changes are outlined below.
1.Items/Product No Longer Required
Please ensure the items you want to return are:
a.In good re-saleable condition, and still in the original, un-damaged packaging.
b.Not de-faced in any way, damaged, including removal of Knock outs, fixings, resistors etc
c.Not been in your possession for longer than 28 days from the shipping date.
Items returned for this reason will be subject to our standard Re-stocking fee as follows:
Items held as a standard stock item on the shelf will be subject to a handling fee of 15%
Items specifically ordered in for a customer order and not carried on the shelf will subject to a handling fee of 30%
No return will be accepted without a Firesense Ltd Returns reference number which should be obtained by contacting us direct prior to returning /or requesting return of the item.
The items not required should be returned to Firesense Ltd at the purchaser’s expense and a proof of delivery should be obtained.
NOTE: Items received without an approved Firesense RMA reference number will be returned to the customer without credit
2.Items returned under Warranty, or incorrectly supplied
Items returned for this reason will be collected at the expense of Firesense Ltd and a suitable replacement obtained or a full credit refund given
No return will be accepted without a Firesense Ltd Returns reference number which should be obtained by contacting us direct, prior to returning the item.
When returning faulty items a brief engineers fault report is required to pass on to the manufacturer.
Items returned under ‘Warranty’ or ‘Faulty’ will be returned to the manufacturer for testing and confirmation of fault. A refund credit will not be raised until a fault is confirmed. If no faults are found the item will be returned to the purchaser and a credit will not be raised.
To return a product contact Firesense Ltd on 01892 544917. We will need to get some information about the items you want to return such as part numbers, quantity and reason for return so please have this information to hand when you call.
Before we can issue a returns number we will need a provisional purchase order from you to cover replacement items until the original item has been returned.
If you are returning mixed products, please make sure you give us details of the quantity of each part number as this will help us to ensure a quick turnaround for you.
Our policy is not to accept stock cleansed, unwanted or unused products back for credit unless a prior agreement exists. Where an agreement is in place, any items that are returned for credit must be:
a.Less than 28 days old from the date of despatch.
b.Unopened - These items will be subject to a 15% restocking charge if held on the shelf, and 30% ifthe item is not normally held on the shelf. Open items will not be accepted and will be returned to you at your cost.
If you are returning an item under warranty, the process outlined above will still need to be followed. If the item is proven to be faulty within Firesense Ltd warranty terms and conditions an appropriate Credit will be raised.
When requesting a Returns reference number please quote either: your original Purchase Order number; Despatch note reference number or Invoice number. We will be unable to accept return items without this information.
Firesense Ltd will not accept debit notes to customers’ accounts without an appropriate Firesense Ltd Returns number detailed.
Hand-help programmers, Software, Download Leads and Batteries will not be accepted for return unless damaged in transit or found to be faulty.
Any items that are found to have 'no fault found' or have been damaged because of incorrect installation, wiring, negligence or other environmental damage will incur our returns charge and the provisional purchase order will be invoiced.
If you have any questions about the above, please contact a member of our Sales Team. They will be happy to help you.
Firesense Ltd Reserve the right to refuse items for return that do not comply with the process detailed above.