DELIVERY CHARGES
We charge a one-off, fixed rate for postage and packaging of £4.95 (plus VAT) per order for shipments to mainland UK regardless of the number of items contained within the order.
Fire doors have a one-off handling and delivery charge of £80.00 + VAT per order, regardless of the number of items contained within the order. This charge is displayed during the order process of your fire door.

SPECIAL DELIVERY INSTRUCTIONS
If you add special delivery instructions, please leave a signed piece of paper with the same instructions on the outside of your door, as the driver is otherwise not able to leave parcels e.g. in a porch etc. If you have left a delivery instruction to, for example, 'leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested. You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request. If a customer is not in when delivery is attempted, the delivery driver/postman will leave a card with details of the local depot. Please note that if the parcel cannot be delivered after several days and has to be returned, we reserve the right to charge you a second delivery charge for re-delivery, should you still wish to receive the product.

DELIVERY TIMES
Delivery Times If goods are ordered before 1pm, we usually despatch the same day. Most shipments are sent with next day delivery (working days only) transport. All orders will be shipped via DHL. Fire doors have a lead time of between 1 and 3 weeks, depending whether the door is standard or bespoke. Should we be out of stock of an item, we will inform you as soon as possible.
Please note that we cannot be held responsible for deliveries that are delayed due to circumstances beyond our control.

Customers living in remote areas should note that some delivery/servicing/installation services may be affected, or not available. We will inform you as soon as possible of any potential problems. If you want to check before placing an order, please call us on 0800 917 1433.

WARRANTY AND FAULTY GOODS
Most products are warranted for one year. Some products have longer warranty periods which will be stated on the product description on our site. If you find a product fault within the warranty period, please call us as soon as you can on 0800 917 1433. Usually we will arrange collection of the faulty product. We will either send you a returns envelope, give you a collection number for you to arrange free collection with DHL or give you our freepost address to enable you to drop off the parcel at your local post office. Where appropriate, we will send out a replacement immediately and will inform you of what to do with the original item. Occasionally we will ask you to scrap the original item. In this case we might have to ask you for the serial number of the product.

TRANSPORT DAMAGE
We would ask you to please check the condition of your package before signing for the receipt of the goods. If you see damage on the outer packaging, this must be noted on your copy of the delivery note and on the copy of the carrier. You can refuse damaged parcels without signing for these. If you find the transport damage after the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, we will still accept liability. Failure to note damage might affect replacement or refund from us for items damaged in transit.

CANCELLATION OF ORDER
You may cancel your order (or any part of it) for any reason before delivery or within 14 days after delivery. Call 0800 917 1433 or send us the goods with the return slip filled in, or return the goods with a reference to the order number.
We will refund the sales price and the initial postage and packing charges within 30 days of receiving the goods back from you. You will need to return the goods at your cost to us within two weeks following the cancellation. Should the goods not be returned within these two weeks, we will collect the goods and deduct the direct costs of this return from your refund.

Passive Fire UK Ltd can offer a collection service. Collections are charged at £4.95 plus VAT per parcel for parcels weighing up to 30kg. Heavier parcels will have to be quoted for.

If you do not require the ordered goods at the point of delivery and you refuse the delivery for this reason, Passive Fire UK Ltd can deduct the cost for the return shipment from your refund. Orders which are made to measure cannot be refunded, unless faulty.

Any returns within the UK should be sent, together with your original order details to:

Passive Fire UK Ltd
Unit 14
Coxleigh Barton
Shirwell
Barnstaple
EX31 4JL

COMPLAINTS PROCEDURE
Should you have any complaints, please let us know by e-mailing us at info@passivefireuk.co.uk and we will do our best to help you. Your complaint will be treated confidentially. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.