Refund and Returns Policy

Refunds Policy for FSW 

 

At FSW, we strive to provide our customers with top-quality security systems and exceptional customer service. We understand that there may be instances where a refund is requested. This Refunds Policy outlines our guidelines and procedures for processing refunds.

Eligibility for Refunds:

a. Our refund policy applies to purchases made directly from FSW.

b. The following conditions must be met to be eligible for a refund:

1.  The refund request must be made within 30 days of the original purchase date.
2. The product must be in its original condition, unused, and undamaged.
3.  Proof of purchase, such as a receipt or order confirmation, must be provided.

Refund Methods:

a. Refunds will be issued using the original payment method used for the purchase.

b. If the original payment method is unavailable, alternative arrangements will be made at our discretion.

Non-Refundable Items and Services:

a. The following items and services are non-refundable:

1. FSW provides installation and maintenance services.
2. Customised or personalized security systems, as per customer specifications.
3. Any product tampered with, damaged, or modified by the customer.

Refund Process:

a. To request a refund, customers must contact our customer service team by phone or email, providing the following details:

1. Order number or proof of purchase.
2. Reason for the refund request.
3. Any supporting documentation, such as photographs or videos, if applicable.

b. Our customer service team will review the request and may require additional information or clarification.

c. Once the request is approved, customers will receive instructions on returning the product.

d. FSW must receive the returned product within 14 days of the refund approval.

e. Upon receipt and inspection of the returned product, a refund will be processed within ten business days.

Partial Refunds:

a. Sometimes, a partial refund may be issued at our discretion if the returned product does not meet the eligibility criteria or is damaged.

b. The partial refund amount will be determined based on the condition of the returned product.

Shipping Costs:

a. Shipping costs associated with the original purchase are non-refundable unless the return is due to an error by FSW.

b. Customers are responsible for the cost of shipping the returned product unless otherwise agreed upon with FSW.

Cancellations:

a. Customers who wish to cancel an order must contact our customer service team immediately.

b. A full refund will be issued if the order has not been shipped.

c. If the order has already been shipped, customers may be responsible for return shipping costs, as outlined in Section 6.

Modifications to the Refunds Policy:

a. FSW reserves the right to modify or update this Refunds Policy at any time without prior notice.

b. The revised policy will be effective from the publication date on our website or other official communication channels.

If you have any questions or require further assistance regarding our refund policy, please contact our customer service team at admin@fireandsecurity.wales. We are committed to providing excellent service and resolving any issues to the best of our abilities.

Note: This refund policy is for informational purposes only and does not create a legally binding agreement. The terms and conditions of the refund may be subject to local laws and regulations.