PASSIVE FIRE PRODUCTS LTD – RETURNS POLICY

Effective Date: 15 October 2025
Company Registered Office: 85 Great Portland St, First Floor, London, W1W 7LT, United Kingdom

1. Agreement to Terms

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following Terms and Conditions & Returns Policy (“Terms of Service”, “Terms”).
Our Terms and Conditions comply with UK legislation and are designed to ensure that all customers can buy with confidence from Passive Fire Products Ltd. Any disputes shall be adjudicated according to the laws of England and Wales.
By confirming an order — whether through the website, by phone, or via pro-forma — you unreservedly accept our conditions of sale.

2. Orders Placed via Website, Phone, or Proforma

When you place an order via our website or by phone/pro-forma, we will send you an email confirming receipt of your order and its details.
Your order represents an offer to purchase goods, which is accepted only when we send you a Dispatch Confirmation Email (or paid invoice) confirming the products have been dispatched.
Products not included in a Dispatch Confirmation do not form part of the contract.
If any products are unavailable or delayed, we will inform you promptly.

3. Delivery

We aim to deliver all orders as arranged using reputable external courier services. However, delivery times are estimates only and cannot be guaranteed.
Passive Fire Products Ltd shall not be liable for delays, mistimed deliveries, or any costs arising from courier issues or circumstances beyond our control.
If delivery is made to a business or residential address at your request, anyone present at that address is deemed authorised to accept delivery on your behalf. Once goods are signed for, our responsibility ends.

Please note: Next Day Delivery is not guaranteed due to variable courier workloads. We recommend allowing an additional day for delivery. A dedicated same-day or timed service can be arranged upon request (additional charges apply).

4. Order Cancellation Policy

Eligibility for cancellation, associated fees, or refusal of cancellation depend on:

• Fulfilment or dispatch status.
• The nature of the product, and
• Time elapsed since the order was placed,

Cancellations must be made by phone or email to sales@passivefireproducts.com, quoting your order reference number.
Passive Fire Products Ltd reserves the right to charge a reasonable cancellation fee to recover administrative and handling costs based on the stage of order processing.

5. Returns Policy – Pro Forma, Online And Credit Sales

A. Faulty or Damaged Goods

It is the customer’s responsibility to inspect all goods upon delivery.
If any items are incorrect, damaged, or missing, you must notify us within 24 hours of delivery and confirm in writing within 7 working days.
Approved returns may be refunded or replaced.
After this period, goods will be deemed accepted and conforming to the delivery note.
Faulty goods must be returned for inspection before a replacement or refund is issued.

B. Other Returns

For any reason other than fault or damage, returns may only be accepted at our discretion within 7 days of invoice date.
All approved returns are subject to a 35% handling/restocking fee and must meet the following conditions:

• The goods are returned within 7 days of our agreement to accept the return.
• Original packaging and accessories are intact.
• The product is complete, unused, and suitable for resale.

Buyers are responsible for all return postage or courier costs. Goods remain the customer’s responsibility until received and inspected by us.
Refunds (less delivery and restocking fees) will only be issued once goods are received undamaged and unused.

Passive Fire Products Ltd reserves the right to refuse any return outside this period or for reasons including (but not limited to):

• Incorrect product selection by the customer.
• Surplus or leftover materials,
• Over-ordering,
• Change of mind,
• Delivery delays beyond our control

No returns are accepted for liquid-based products (including coatings, adhesives, silicones, and mastics) or custom-made/bespoke items (such as colour-matched or cut-to-size products) due to safety and legislative restrictions on resale.

6. Stock Availability

All products listed for sale are assumed to be in stock and available for dispatch. However, due to manufacturing lead times or supply shortages, immediate availability cannot be guaranteed.
Customers will be notified of any delay.
Orders paid and later cancelled due to extended lead times may incur a reasonable cancellation fee.

7. Warranty

Unless otherwise stated, all goods are supplied with a 12-month manufacturer’s warranty from the date of purchase, covering material and workmanship defects only.
Damage caused by misuse, lack of care, incorrect application, or accidental damage is not covered under this warranty.

8. Important Notice on Fire Protection Products

All product information provided on our website is for guidance only.
Customers must contact our technical department for a free, no-obligation specification and quotation before purchasing.
Products purchased without an approved specification will not qualify for certification.

Passive Fire Products Ltd accepts no liability for misuse, incorrect application, or non-certified installation of fire protection products.
Responsibility for obtaining correct specification, building control sign-off, and compliance lies solely with the purchaser or approved applicator.

9. Limitation of Liability

While we make every effort to ensure information on our website is accurate, no express or implied warranties are made regarding accuracy, suitability, or completeness.
We make no guarantee that our website will be error-free, uninterrupted, or free from viruses or defects.

Passive Fire Products Ltd shall not be liable for:

• Any indirect, consequential, or special losses.
• Loss of goodwill or reputation, or
• Economic losses (including loss of profit, contracts, or business opportunities),

Nothing in this policy excludes or limits liability for death or personal injury resulting from our negligence.
Your statutory rights as a consumer remain unaffected.

10. Policy Updates

Passive Fire Products Ltd reserves the right to update or modify this Returns Policy at any time without notice.
The current version will always be available on our website. Continued use of our website or services constitutes acceptance of the latest Terms and Returns Policy.

© Passive Fire Products Ltd – All Rights Reserved.
No part of this policy or website may be reproduced, copied, or stored without prior written consent.