Last updated: 02 January 2026
Trade-only sales
FireAgent operates on a business-to-business (B2B) basis only.
By placing an order, you confirm that you are acting wholly for business purposes on behalf of a company or organisation.
Consumer protection legislation (including consumer cancellation and “cooling-off” rights) does not apply.
Change-of-mind returns
We do not accept returns for:
-
change of mind
-
incorrect ordering
-
surplus stock
Please ensure product suitability before ordering.
Discretionary RMA – unopened goods only
At our sole discretion, we may accept a return request for unopened, unused stock items subject to the following conditions:
-
A Return Merchandise Authorisation (RMA) number is mandatory
-
Returns without a valid RMA will be refused and returned
-
RMA requests must be submitted within 14 days of invoice date
-
A 25% restocking charge applies
-
Goods must be:
-
unused and uninstalled
-
in original, complete, saleable packaging
-
free from damage, markings, or missing components
-
-
All goods are inspected on receipt
-
Return shipping is at the customer’s cost and risk
Acceptance of an RMA does not guarantee credit until inspection is complete.
Non-returnable items
The following items are non-returnable under any circumstances:
-
Special-order, configured, or project-specific items
-
Firmware-programmed or software-configured devices
-
Discontinued or end-of-line products
-
Cut-to-length cable or bespoke assemblies
-
Items that have been installed, energised, or commissioned
-
Items returned in non-saleable condition
Shortages or damage on delivery
Any shortages or transit damage must be:
-
Reported within 2 working days of delivery
-
Supported by:
-
photographs
-
delivery note / packaging evidence
-
Claims outside this window may be rejected.
Faulty or DOA (dead-on-arrival)
-
DOA items must be reported within 7 calendar days of delivery
-
Items will be tested on return
-
If confirmed faulty, we will repair, replace, or credit at our discretion
Faults caused by misuse, incorrect installation, commissioning errors, or third-party damage are excluded.
Upstream supplier constraints
Many products are supplied subject to manufacturer and upstream distributor RMA conditions, including:
-
mandatory authorisation
-
restocking charges (typically 25%)
-
strict return time limits
Where an upstream supplier refuses or rejects a return, we may be unable to accept or process the return, even if an RMA was initially issued.
Warranty (trade sales only)
Unless otherwise stated on the product page, FireAgent provides a 12-month limited warranty from invoice date covering defects in materials or workmanship under normal use by competent persons.
Our sole obligation is, at our option, to:
-
repair
-
replace
-
or issue a credit
following inspection of the returned item under an authorised RMA.
Warranty exclusions (non-exhaustive)
The warranty does not cover:
-
incorrect product selection or system design
-
improper installation, wiring, commissioning, or programming
-
configuration or software errors
-
third-party system or software issues
-
modification or unauthorised repair
-
environmental damage (moisture, dust, temperature, corrosion)
-
electrical surge, ESD, misuse, neglect, or fair wear and tear
-
failure to follow manufacturer instructions or applicable standards
What is not covered
-
labour or installation costs
-
travel or access equipment
-
re-attendance costs
-
consequential or indirect losses (including downtime or loss of profit)
Returns address (UK distribution)
All authorised returns must be sent only after an RMA is issued to:
FireAgent – Returns (RMA Required)
Hawker Business Park
Melton Road
Burton on the Wolds
Loughborough
LE12 5TQ
United Kingdom
Returns sent without an RMA number clearly marked on the package will be refused.
Statutory rights
If a purchase is made as a consumer (which is not our intention), statutory rights under applicable consumer law are unaffected.