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0800 9 10 11 95

T&Cs can seem very complicated and one suspects that there may be catches in it for you, the buyer.  When writing our T&Cs, we tried to think like you (the buyer) so that our T&Cs are clear, concise and transparent. 


Orders are fully encrypted before being sent to us via a secure server. The transfer of purchase details from the Friendly Fire and Safety website to SagePay is encapsulated using SagePay's own encrypted and digitally-signed protocol.

Any communication between the buyer and SagePay is encrypted to the maximum strength supported by the purchaser’s browser using 128 Bit encrypted sessions. Purchasers are also protected from fraudulent use of their card in a "cardholder not present" environment by their card issuers. The card issuers provide the right for shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently. 

Should you have any questions regards security, please contact us at:


Choosing the Right Products

Photographs are intended to be as representative as possible. Computer monitor resolution may affect colour interpretation. It will be the buyer’s responsibility to ensure that products are suitable for their purpose before placing an order. We have approved suppliers of products who are subject to change due to reasons such as new products, better quality products and provision of alternatives.  As such, brand of product may vary from the pictures you may see on our website. If the buyer is unsure about the appropriateness of goods, they must discuss their requirements with Friendly Fire and Safety before ordering. will always endeavour to give you the best possible advice however, the responsibility for ensuring that you are adhering to fire safety legislation, building regulations, other regulations or best practice remains with you. There is regulation with regards to the maintenance of many fire safety products. Fire extinguishers, for example, must be serviced every 12 months. You are responsible for setting up any service and maintenance programmes required for your products purchased from us. Please note that all mains-powered electrical fire safety equipment must be installed by trained electricians.

Ordering despatches orders received by 1pm the same day for next delivery (except Scottish Highland postal codes with prefix IV,KW,AB,PH,PA & Northern Ireland). Orders placed on Friday, Saturday, Sunday, Bank Holiday and after 1pm will be processed and despatched the following working day.

Should we be out of stock of an item or unable for any reason to fulfil the order within the acknowledged despatch date we will notify you by phone or email. We will inform you as soon as possible. You will then have one of the following options:

(a) cancel the order and receive a full refund 
(b) choose another product to the same value 
(c) continue with the original order which will be entered on our system and a new despatch date advised. reserves the right to decline or cancel any order without reason and where appropriate issue a refund.


The purchase area of our site uses standard Secure Socket Layer technology to allow for encryption of potentially sensitive information such as your credit card details. Customers are referred to Sagepay’s Terms and Conditions during the purchasing process.

If you order off-line you may also pay by BACS or Cheque. Orders will not be processed until payment has been cleared.



All prices quoted are net of VAT. VAT will be charged at the current rate where applicable during the Checkout process.


Retention of Title

All goods remain the property of Friendly Fire and Safety Ltd until payment in full has been received.

Payment Terms 

A credit account is available subject to status and at the discretion of Friendly Fire and Safety Ltd. Full payment is due within 30 days of the invoice date. For customers without a credit account, payment in full is required prior to despatch of goods. Payment is accepted by cheque, bank transfer, or most major credit and debit cards.

Interest on Late Payment 

We understand and will exercise our statutory right to claim interest, and compensation for debt recovery costs, under the late payment legislation if we are not paid according to our agreed terms.


Friendly Fire and Safety Ltd does not offer an early settlement discount. The full amount invoiced must be paid.


Carriage and Packing 

A carriage and packing charge is applied for orders less than £150.00 (net) to UK delivery addresses. The charge is not applied for orders over £150.00 (net) to UK delivery addresses. The current minimum carriage and packing charge is £3.49. Carriage and packing charges for shipments outside the UK will be charged at cost. Details are provided before shipment of goods.


Please note that we are currently only supplying the UK mainland & Northern Ireland. If you do wish to purchase from any other country, please contact us for a quotation

Orders received by 1pm will be despatched the same day. Deliveries cannot be guaranteed to arrive next day however as these are provided for by a 3rd party carrier and deliveries can take between 3 to 5 days typically. Email us  or call us on 0800 9 10 11 95 if you have not received the goods within 5 working days.  Please allow 5 to 7 working days for delivery of ex-stock items. Same day or overnight deliveries can be arranged and will be charged at cost.

All goods are sent by insured carrier and are despatched to UK mainland addresses on  ‘3-5 working day delivery’ basis. Working Days are considered to be Monday to Friday except Bank Holidays. Orders placed on Saturday, Sunday or Bank Holiday will be processed and despatched the following day. Orders received after 1pm on a Friday are despatched on the next working day.

Northern Ireland & Scottish Highland postal codes with prefix IV,KW,AB,PH,PA do require an additional 48hrs delivery. 

Please note that the carrier is only responsible for delivering against signature to the address you request. We regret that where the goods have been correctly delivered we cannot accept responsibility if the address provided is wrong or the intended recipient has moved.

Where the carrier is unable to find someone to accept delivery they will leave a card at the address for the recipient to make contact.

Unfortunately, we cannot offer compensation for deliveries that are delayed for reasons out of our control.

If you add special delivery instructions, please leave a signed piece of paper with the same instructions on the outside of your door, as the driver is otherwise not able to leave parcels e.g. in a porch etc. If you have left a delivery instruction to, for example, 'leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested. You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.

If a customer is not in when delivery is attempted, the delivery driver will leave a card with details of the local depot and attempt re-delivery the next day. Please ring the stated telephone number if required to do so on the card. Please note that if the parcel cannot be delivered after several days and has to be returned, we reserve the right to charge you a second delivery charge for re-delivery, should you still wish to receive the product. Alternatively, we might refund you and cancel the order.

Please check the status of your package immediately before signing 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 of the carrier. Otherwise you might not be able to receive a replacement or refund from us. You can also refuse damaged parcels without signing for these.



Once your order is placed you cannot cancel it or any part of it. will only issue a refund in the event that;

  • (a) Products received are not those specified in your order.

  • (b) Any item purchased has been damaged in transit.

Please check the status of your package immediately before signing 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 of the carrier. Otherwise you might not be able to receive a replacement or refund from us. You can also refuse damaged parcels without signing for these.

If you find transport damage AFTER the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, some of the carriers we use will accept liability. If you claim any later and you had signed for the goods, we might be unable to claim compensation for you from the carrier.

You must notify us within 24 hours of receipt of incorrect or damaged goods by email and we will provide you with a returns address.

To initiate a refund it is mandatory that we receive the item in its original packaging without any damage. reserves the right to deduct any associated costs from the refund. We do not refund any postage or packaging costs associated with the return.

Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be fully refunded. We will refund the sales price and the initial postage and packing charges within 21 days of receiving the goods back from you. We do not charge a re-stocking fee. By arrangement only, we will collect the goods and deduct the carrier charge of this return from your refund.

Products cannot be returned and refunded unless faulty.


Liability liability is limited to the replacement value of goods supplied.


In the event of a default in this agreement, English law shall govern these terms and conditions of sale.

Customer Services and Complaints

If you would like further information; have any suggestions about our website or services; or wish to make a complaint please contact us at our address below or by email at or write to us at, Barn Meadow House, Barn Meadow Lane, Great Harwood, Lancashire, BB6 7AB.

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.

Friendly Fire and Safety Ltd, T/A, Barn Meadow House, Barn Meadow Lane, Great Harwood, Lancashire, BB6 7AB.