1. Introduction

This Product Guarantees Policy (“Policy”) is provided by Fire and Security Wales (“Company”, “we”, “us”, or “our”) and applies to all products sold by us to consumers in the United Kingdom. This Policy is designed to comply with UK consumer law, including the Consumer Rights Act 2015 and other applicable legislation.

2. 30-Day Money-Back Guarantee

In addition to the manufacturer’s guarantee, all products purchased from Fire and Security Wales come with a 30-day money-back guarantee. Please refer to our separate 30-Day Money-Back Guarantee Policy for detailed terms and conditions.

3. Manufacturer’s Guarantee

All products sold by Fire and Security Wales come with a manufacturer’s guarantee, which provides additional protection against defects in materials and workmanship. The duration of the manufacturer’s guarantee varies depending on the product:

  • 1-Year Guarantee: Some products come with a 1-year manufacturer’s guarantee.
  • 2-Year Guarantee: Certain products are covered by a 2-year manufacturer’s guarantee.
  • 3-Year Guarantee: Selected products include a 3-year manufacturer’s guarantee.

4. Guarantee Coverage

The manufacturer’s guarantee covers:

  1. Defects in materials and workmanship under normal use during the guarantee period.
  2. Repair or replacement of the defective product at no additional cost to the customer.

The manufacturer’s guarantee does not cover:

  1. Damage caused by misuse, abuse, or unauthorized modifications.
  2. Normal wear and tear.
  3. Products that have been repaired or altered by unauthorized service providers.
  4. Consumable parts, such as batteries, unless otherwise specified.

5. Process for Claiming the Manufacturer’s Guarantee

  1. Initiate Claim: Customers must notify the manufacturer directly of their intent to claim under the manufacturer’s guarantee. Contact details for the manufacturer can be found in the product documentation or on the manufacturer’s website.
  2. Proof of Purchase: Customers must provide proof of purchase, such as a receipt or order confirmation, to the manufacturer.
  3. Return Authorisation: The manufacturer will provide instructions for returning the product if required. Customers must follow the manufacturer’s return procedures.
  4. Shipping: Customers are responsible for the cost of shipping the product to the manufacturer for inspection, unless otherwise specified by the manufacturer. The product should be securely packaged and sent as per the manufacturer’s instructions. We recommend using a trackable shipping method as the manufacturer is not responsible for items lost in transit.

6. Inspection and Guarantee Claim Processing

  1. Inspection: Upon receipt of the returned product, the manufacturer will inspect it to determine if it meets the criteria for the manufacturer’s guarantee.
  2. Claim Approval: If the product meets the guarantee criteria, the manufacturer will repair or replace the defective product at no additional cost to the customer. If the product does not meet the criteria, the manufacturer will notify the customer and provide the option to return the product to them at their cost.
  3. Processing Time: Approved guarantee claims will be processed within the timeframe specified by the manufacturer.

7. Statutory Rights

This Policy is in addition to, and does not affect, your statutory rights under UK law, including the Consumer Rights Act 2015. You may have additional rights to return faulty or misdescribed products.

8. Amendments

We reserve the right to amend this Policy at any time. Any changes will be posted on our website and will apply to purchases made after the date of posting.

9. Contact Information

For any questions or concerns regarding this Policy, please contact us at:

  • Email: [email protected]
  • Phone: 01239 805 015 opt 4
  • Address: Brithdir, Rhydlewis, Llandysul, SA44 5SN

10. Governing Law

This Policy shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By purchasing our products, you acknowledge that you have read, understood, and agree to be bound by this Policy.

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