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. Where you are buying in the course of a business, the Consumer Contracts Regulations (including the 14-day cooling-off / right-to-cancel period for distance sales) do not apply to your purchase. 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.

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.

Ordered the wrong item? Exchange it, with no fee

If you have ordered something you do not need, the simplest route is to exchange it rather than send it back for credit.

Tell us within 14 days of delivery and we will exchange it for a different product of the same value or higher, with no restocking fee. Where the replacement costs more, you pay the difference. We cannot exchange for something cheaper; that is a return, and the restocking fee applies. The goods must come back unused and unopened in their original manufacturer-sealed packaging. You pay the carriage to return the original item, and the replacement is charged delivery as a normal order. Exchanges are available on UK deliveries only.

For most wrong-part orders this is the quickest way to put things right, and it is the route we would always rather take.

Returns by prior authorisation (RMA)

We do not offer returns of non-faulty goods as of right. Any acceptance of such a return is entirely at our discretion, on a case-by-case basis, and agreeing to one return does not oblige us to agree to another.

Where we agree to accept an unwanted stock item, you must 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. An RMA is valid for 30 days from the date we issue it; the Goods must reach us within that window, or the authorisation lapses and a fresh RMA must be requested.

Goods returned without a valid RMA, or which arrive used, incomplete or not in a clean and resaleable condition, may be refused. Where we refuse a return, we may return the goods to you at your cost or, if you do not arrange collection within a reasonable period after we ask, dispose of them; no credit will be issued.

Restocking fee

A restocking fee of 30% of the price paid applies to any authorised return of non-faulty goods for credit or refund.

It does not apply:

• to goods that are faulty or that we supplied in error; or
• where you exchange the item for a different product of the same value or higher.

We may also waive or reduce it at our discretion.

Items we cannot accept back

• Made-to-order, configured or programmed itemsbuilt or prepared specifically for your order, and they cannot be returned to stock.
• Discontinued and obsolete lines, which we no longer carry and cannot resell.

Items we do not normally hold in stock but order in for you may be returnable at our discretion.

This does not affect your rights where goods are faulty.

How to request a return

Email shop@fireagent.co.uk with your order number and the products 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.

Returns from outside the United Kingdom.Our undertaking to cover return carriage where goods are faulty or supplied in error applies to returns from addresses within the United Kingdom only. Where goods have been exported or are returned from outside the United Kingdom, return carriage, export and import duties, taxes and any dangerous-goods handling are the customer's responsibility, and returns must be authorised by us in advance.

Export deliveries

For goods delivered outside the United Kingdom, the UK timescales set out above do not apply; they are replaced by the following export clocks. Report any obvious fault, damage or incorrect supply within 14 days of delivery, and request a return authorisation (RMA) within 30 days of delivery.

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.