Cancellation Policy

01. Scope of this policy

Customers may request cancellation of an order in accordance with this policy and applicable consumer law.

The process depends on whether the order has been dispatched, whether the goods have been received and whether the purchase qualifies for a statutory cancellation right.

This policy does not limit any legal rights you may have in relation to faulty goods, goods that are not as described or other failures to meet the contract.

02. Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible using the email address or telephone number shown below.

We will check the order status and, where it has not yet been dispatched and can still be stopped, arrange cancellation.

If payment has already been taken, any refund due will normally be returned to the original payment method.

03. Cancelling after dispatch

If your order has already been dispatched, please contact us before attempting to return the goods.

For eligible consumer purchases, you may still be able to exercise your statutory right to cancel after dispatch. If the goods are already in transit, we will explain the appropriate return arrangements.

Please do not refuse or abandon a delivery without contacting us. This helps us identify the parcel and confirm how it should be returned.

Any return postage responsibility will be determined in accordance with the applicable cancellation rules and the information provided to you before purchase.

04. Your 14-day statutory cancellation right

If you are a consumer buying eligible goods online, the Consumer Contracts Regulations 2013 generally give you the right to cancel your order without giving a reason.

When the cancellation period begins

For most goods, the 14-day period begins on the day after you, or a person nominated by you, receives the goods.

How long you have to notify us

You must notify us that you wish to cancel within 14 days after receiving the goods. A clear statement by email or another written method is sufficient. You may use the contact details in Section 10.

Returning the goods

After notifying us of cancellation, you normally have a further 14 days to send the goods back.

Handling the goods

You may handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, as you would be able to do in a shop.

If the goods have been handled beyond what is reasonably necessary and their value has consequently been reduced, we may make a deduction where permitted by law.

05. How to cancel an order

To request cancellation, contact us by email or telephone. For a clear record, we recommend sending written notification by email.

Please include:

• Your full name.
• Your order number.
• The product or products you wish to cancel.
• A clear statement that you wish to cancel the order or exercise your statutory cancellation right.
• Your contact details in case we need to clarify anything.

You do not need to provide a reason when exercising a statutory cancellation right.

We will review your request, confirm the order status and explain the next steps. If a return is required, we will provide the relevant instructions.

06. Returning products after cancellation

If you cancel an eligible order after receiving the goods, please return them within the applicable return period and follow the instructions provided by our team.

Where reasonably possible, return the goods with:

• All supplied components and accessories.
• Product documentation and instructions.
• Original packaging, where available and appropriate.
• The relevant order details or returns reference.

Original packaging is helpful but is not, by itself, a condition that removes your statutory rights.

For fire extinguishers and other safety-related products, do not discharge, dismantle, modify or otherwise alter the item in preparation for return. Contact us first if you are unsure about the correct return method.

Some products may require particular transport or handling arrangements. We will explain the appropriate process where this applies.

07. Refunds and processing times

Refund method

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise or another method is required by law.

When a statutory cancellation refund is issued

Where you exercise your statutory right to cancel, we will reimburse the applicable payments without undue delay and within 14 days of the day on which we receive the returned goods, or, if earlier, the day on which you provide evidence that you have sent the goods back.

We may withhold the reimbursement until we have received the goods or you have supplied evidence of having sent them back, whichever occurs first.

Refund processing by your bank

Once we have issued the refund, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

08. Exceptions to the statutory cancellation right

The statutory cancellation right does not apply to every type of product or every transaction. The Consumer Contracts Regulations 2013 provide specific exceptions.

Depending on the circumstances, exceptions may include:

• Goods made to the consumer’s specifications or clearly personalised.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
• Other categories of goods or circumstances specifically excluded by the applicable regulations.

We will only rely on an exception where the actual product and circumstances meet the relevant legal requirements. The fact that an item is a fire safety product does not, by itself, automatically remove the statutory cancellation right.

09. Faulty, damaged or incorrect goods

Cancellation rights are separate from your legal rights where goods are faulty, damaged, incorrect or not as described.

Under the Consumer Rights Act 2015, consumers may have remedies including the short-term right to reject within 30 days, repair or replacement, or a price reduction or final right to reject where the relevant legal conditions are met.

If your order has a product problem, please contact us with your order number and a description of the issue. Photographs may also help us review the matter.

Please refer to our Returns & Refunds Policy for further information.

Nothing in this policy limits or excludes statutory consumer rights that cannot lawfully be excluded or restricted.

10. Contact us

To cancel an order or ask a question about this policy, please contact us using the details below.