Returns & Refunds

This policy applies to goods supplied by FIREAGENT LTD to trade and business customers.

Trade (business) sales

All sales are made on a trade-only, business-to-business basis. Because you are buying in the course of a business and not as a consumer, the Consumer Contracts Regulations (including the 14-day cooling-off / right-to-cancel period for distance sales) do not apply. Returns of non-faulty goods are therefore offered at our discretion under the terms below, not as a statutory consumer right. Your statutory rights as a business buyer to goods of satisfactory quality and fitness for purpose are unaffected.

Returns by prior authorisation (RMA)

We may accept the return of unwanted stock items where you request a return authorisation (RMA) within 14 days of delivery. Goods must be in a resalable condition: unused and unopened, with all original seals, documentation and accessories present, and in their original, undamaged, manufacturer-sealed packaging (clean, intact and free of marking) — that is, in a condition we can resell as new. Returns sent without prior authorisation may be refused.

Non-returnable items

Special-order, made-to-order, configured, programmed or non-stocked items are non-returnable, as they are sourced or prepared specifically for your order. This does not affect your rights where such goods are faulty.

Restocking fee

A restocking fee may apply to authorised returns of non-faulty goods to cover handling and re-inspection. Any applicable fee will be confirmed when we issue your RMA.

Faulty or incorrectly-supplied goods

Please inspect goods on receipt and report any obvious fault, damage or incorrect supply within 7 days of delivery. Latent defects — including those that only become apparent on commissioning or testing — should be reported as soon as reasonably practicable after discovery, and we will assess the claim on its facts. Where goods are faulty or we have supplied them in error, we will arrange replacement, repair or refund and will cover the cost of return carriage for our error. Goods also benefit from any applicable manufacturer warranty, and your statutory rights as a business to goods of satisfactory quality and fitness for purpose continue to apply.

How to request a return

Email shop@fireagent.co.uk with your order number and the SKUs and quantities you wish to return, and the reason for the return. We will respond with an RMA number and return instructions.

Return carriage

For returns of unwanted (non-faulty) goods, you are responsible for the cost and risk of return carriage until the goods reach us; please use a tracked, insured service. Where goods are faulty or incorrectly supplied by us, we will cover the cost of return carriage.

Refunds

Once we have received and inspected the returned goods and accepted the return, we will issue any refund to the original payment method within 14 days, less any agreed restocking fee. Where a trade account credit is more appropriate, we will agree this with you.