Terms of service
Our Terms of Service explain the conditions that apply when you browse our website, purchase products or use the services we provide.
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Homeowner?
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Our Terms of Service explain the conditions that apply when you browse our website, purchase products or use the services we provide.
Please read these terms carefully before placing an order. By accessing or using the FireAngel webshop, you agree to these Terms of Service and any additional policies referenced on this page.
The FireAngel webshop is operated by FireAngel Technology Ltd (“FireAngel”, “we”, “us” or “our”).
These Terms of Service apply to everyone using our webshop, including customers browsing products, placing orders or accessing our online services.
Our webshop is built using WordPress and WooCommerce, which provide the e-commerce platform through which we sell our products and services.
We may update these terms from time to time by publishing a revised version on our website. It is your responsibility to review this page periodically. Continued use of the webshop following publication of changes constitutes acceptance of those changes.
If you do not agree with these terms, you should not access or use our webshop.
We want your ordering experience to be as straightforward as possible. To help us process your order correctly, please ensure that all information you provide is accurate and up to date.
FireAngel reserves the right to refuse an order or limit or cancel quantities purchased per customer, household or order.
Restrictions may apply where multiple orders use the same customer account, payment method, billing address or delivery address.
We may also restrict or prohibit orders that we believe have been placed by dealers, resellers or distributors, or where fraudulent payment activity is suspected. Any costs arising from such matters will be borne by the customer.
If your order is changed or cancelled, we will make reasonable efforts to notify you using the email address, billing address or telephone number supplied when placing your order.
You are responsible for providing current, complete and accurate purchase and account information.
Please ensure your contact details, billing information and payment card details are correct and updated when necessary, so we can process your transactions and contact you about your order.
We aim to dispatch orders promptly and keep delivery information clear throughout the ordering process.
Your delivery charge will be displayed at checkout for your order.
We aim to dispatch most orders within 3–4 calendar days of order confirmation.
Delivery times may vary depending on stock availability, the time your order is placed and circumstances outside our control.
Please be aware of the following:
The delivery estimates above apply to mainland UK destinations, excluding the Highlands and islands, as specified in our delivery terms.
We do not currently offer delivery to remote areas, the Isle of Man, Jersey, the Channel Islands or destinations outside the United Kingdom of Great Britain and Northern Ireland.
Please ensure your delivery address is complete and accurate when placing your order. FireAngel is not responsible for delivery failures resulting from incorrect information supplied during checkout, and our terms state that such orders are not eligible for reimbursement.
FireAngel aims to provide helpful guidance and direct customers to relevant product information where appropriate.
Any advice we provide is based on the information you supply and is intended to be considered within the framework of applicable UK laws, regulations and standards.
You remain responsible for ensuring compliance with relevant legislation, building regulations and industry best practices when selecting, installing and using our products.
Some fire safety products require regular inspection, testing or maintenance under applicable legal or regulatory requirements.
You are responsible for arranging and carrying out all required maintenance in accordance with the manufacturer’s instructions and applicable regulations.
FireAngel provides a free reminder service to help you keep track of maintenance schedules for eligible products.
To use this service effectively, you are responsible for setting it up correctly, managing your reminders and following the relevant instructions.
Please note:
Important: You remain responsible for completing all required maintenance on time, whether or not you receive a reminder. Our terms exclude liability for loss, damage or failure arising from reliance on this service.
Some FireAngel fire safety products must be installed by a suitably qualified and competent professional.
You are responsible for ensuring that installation complies with all applicable laws and regulations.
For example, all mains-powered electrical fire safety equipment must be installed by a certified and competent electrician.
Please refer to the instructions supplied with your product to understand any specific installation requirements.
Please check your delivery carefully when it arrives. If your parcel contains damaged, missing or incorrect items, contact FireAngel as soon as possible.
If you discover transport damage after the carrier has left, you must notify FireAngel immediately.
Our terms state that claims submitted on the day of delivery will be accepted for review, with liability accepted where appropriate.
Please provide clear photographs showing the damaged, incorrect or missing items within the parcel to support your claim. Delays in reporting transport damage may affect your eligibility for a replacement or refund.
Please report any discrepancies in quantities or product codes within 5 days of delivery.
Failure to report missing items within this period may affect our ability to accept liability under these terms.
If your order has not arrived within 5 days after the estimated delivery date, you may contact FireAngel for assistance.
Please have your FireAngel webshop order number and relevant delivery details ready when getting in touch.
FireAngel is committed to providing products that are of satisfactory quality, fit for purpose and as described, in accordance with the Consumer Rights Act 2015.
If you believe your product is faulty, please contact us so we can discuss the issue and the available resolution.
Our current terms ask customers to report complaints about faulty products within 30 days of taking ownership, defined in the terms as the later of the purchase date or delivery date.
We will acknowledge receipt of your complaint within 5 working days and provide an estimated timeframe for resolution.
We will work with you to agree on appropriate corrective action and keep a record of the agreed resolution to support any necessary follow-up.
You can contact our Customer Support Team using any of the following methods:
All complaints will be treated confidentially, and we will keep you informed of progress until the matter is resolved.
We offer a range of payment methods to make shopping on the FireAngel webshop convenient.
Available payment options include:
Available options will be presented during checkout.
We do not store your payment card data on our own servers. Online credit and debit card transactions are handled by Stripe, our payment processing provider.
Stripe uses security measures designed to protect payment information, including encryption and secure connections.
Your card issuer may also provide protection against fraudulent card use and may allow you to dispute transactions in certain circumstances, such as when goods do not arrive or a card has been used fraudulently.
Our payment processes support Strong Customer Authentication requirements under the relevant payment services regulations. We also monitor developments in payment security and data protection.
If you have any questions about security, please contact [email protected].
FireAngel charges UK VAT at 20%.
Our VAT registration number is GB 765 3419 14.
We do not deliver to remote areas, the Isle of Man, Jersey, the Channel Islands or destinations outside the United Kingdom of Great Britain and Northern Ireland.
Please check that your delivery address is eligible before placing an order.
FireAngel supports the responsible disposal and recycling of electrical and electronic equipment.
We are members of the REPIC/Ecogenesys Waste Electrical and Electronic Equipment (WEEE) Compliance Scheme.
Our certificate number is WEE/AB0109WY.
Private households purchasing new products from FireAngel can dispose of eligible FireAngel electrical and electronic fire safety waste at their local municipal recycling centre.
To find your nearest recycling centre, visit Recycle More.
We take the handling of customer information seriously.
For information about how personal data is handled and how our privacy and cookie policies apply, please visit our Privacy Policy.
FireAngel uses Amazon Fulfilment Services to process, package and deliver some or all orders placed through our webshop.
To fulfil these orders, we may share relevant personal information with Amazon, including:
This information is shared for the purpose of fulfilling your order. Amazon acts as a data processor on our behalf and is contractually required to process your data in accordance with applicable data protection laws, including the UK GDPR and Data Protection Act 2018.
For more information, please read the Amazon Privacy Notice.
If you have a question about an order, delivery, payment or any of these Terms of Service, our Customer Support Team can help.
Please have your order number ready where relevant, so we can assist you as efficiently as possible.
These Terms of Service should be read alongside our relevant product, returns, warranty, privacy and other applicable policies.
