Refund policy

1. Interpretation

In this Policy:

  • “Buyer” means the person, company or organisation who places an order with FirePro Plus Ltd.

  • “Goods” means the products supplied by FirePro Plus Ltd.

  • “Seller” means FirePro Plus Ltd, Registered Office: 64 Reading Road, Finchampstead, Wokingham, Berkshire, RG40 4RA.

  • All other terms shall have the meanings set out in our Terms & Conditions of Sale.

2. Returns

  • Buyers have the right to return eligible goods within 28 days of delivery.

  • All returns must be authorised in writing by FirePro Plus Ltd before being sent back.

  • Returned goods must be unused, in their original packaging, and in resalable condition.

  • The Buyer is responsible for all return shipping costs.

  • A 30% restocking fee applies to all returns.

3. Bespoke & Special Orders

  • Bespoke or specially sourced orders may take up to 7 working days to fulfil.

  • Refunds or returns are not accepted on bespoke or made-to-order items unless the goods are faulty.

4. Cancellations

  • No order which has been accepted by the Seller may be cancelled by the Buyer except with written agreement.

  • If a cancellation is accepted, the Buyer shall indemnify the Seller for all costs, losses and expenses incurred as a result of cancellation.

5. Faulty or Damaged Goods

  • Claims for shortages, damages or defects must be notified to FirePro Plus Ltd within 7 days of delivery.

  • If the defect was not apparent on reasonable inspection, notification must be made within a reasonable period after discovery.

  • Where a valid claim is established, FirePro Plus Ltd may, at its discretion:

    • Replace the goods free of charge, or

    • Issue a refund for the goods or a proportionate part of the price.

6. Refunds

  • Approved refunds will be processed within 14 working days of receipt of the returned goods.

  • Refunds will be made using the same payment method used for the original purchase unless otherwise agreed in writing.

7. Liability

  • FirePro Plus Ltd shall not be liable for any indirect, consequential, or special losses arising from the supply or use of goods.

  • Our total liability shall not exceed the value of the goods supplied.

8. Governing Law

This Returns & Refunds Policy is governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of the English courts.