Delivery
1-We have an efficient system of delivery and after your order is placed and payment in full has been received we arrange a convenient week day or week end delivery as you chose in the process of ordering  and then a reputed carrier(we do not deliver on fires r us vans) of the country delivers you your products. We normally deliver within 36 hours or 3  to 10 working days after receipt of your payment. It may however be delayed up to 28 days due to circumstances beyond our control which includes no supply of product from manufacturer. In this case if your installation is delaying then you can cancel the order at any stage but rest assured that we supply you goods in good faith at the maximum possible speed we can supply because we care for our valued customers and our 90% customers get delivery in 3 to 5 working days. Delay is caused rarely and due to genuine reasons only.To avoid disappointment please ask before you order if you are in great hurry.

2 -Due to non availability of goods which is only due to late supply from manufacturer and if we fail to supply you goods for this reason or any other reason/circumstances beyond our control then we will refund any money already paid for the goods and cancel order on your instructions. However, we do not hold any responsibility for this delay and we never compensate you for any inconvenience or losses that you may have suffered in result of this delay. Please do not arrange plumbers unless goods are in hand .Even on eleventh hour goods can be delivered and found damaged in transit

3-Delivery of goods will be to UK mainland addresses only or otherwise if already agreed by fires r us then we may deliver at extra cost to other areas also.We reserve the right to refuse delivery to particular post codes even after we have accepted the order. All deliveries will be to the shipping address specified by you in your order and any change must be notified in writing and before dispatch otherwise change of address will incur charge if goods are on the way.We will ship at the address you notified us when ordering or later got it changed in writing and confirmed by us in writing before dispatch date.

4-As soon as we have delivered OR tried to deliver the goods through our carrier thereafter ,if delivery company fails to deliver you once and drops instructions then you will be responsible to follow those instructions and will put in personal efforts to contact carrier to arrange suitable time of delivery with them .If due to too much delay( more than 5 working days)goods are sent back to us then you will have to pay us either delivery charges to deliver again or you may cancel the order and we will refund your  amount less delivery charges.  

5-REPORTING DAMAGES: We expect you to inform us of any damages or breakages if any within seven working days after we deliver you that is time permitted under distance selling regulations .We very quickly arrange replacement of damaged parts and deliver in your convenient time but please note that it is subject to availability of damaged part and it may take from 7 to 14 working days before it is delivered direct from manufacturer as we do not hold spares with us at fires r us warehouse. All movable damaged parts are supplied new which we and manufacturer think that they can be replaced or a full fire will be replaced in case we think that damage caused is beyond customer’s or installers capability to repair.

6-Short goods or missing parts must be reported within 7 working days of receipt of goods for a claim to be valid and must be in writing (email, letter) etc and we will deliver you rest of the goods free of charge.

7-REPORTING FAULTY: If product is fitted and found to be faulty then manufacturer of the product will attend within the guarantee period . We have given appropriate points of contact on our websites to contact direct to manufacturers to avail warranty ,guarantee or after sale service .Still if need be we are ready to extend any help you want from us as our aim is to extend full help to our valued customers.

8-RETURN / REPLACEMENT:  We are happy to exchange a product within 7 working days of purchase as long as the product has not been used and is in original packaging. Unfortunately we cannot offer this service on special product orders (made to measure) and others you are responsible to send it back .Goods received in bad packaging not in resalble condition and rejected by us will have to be collected by customer at his own cost and no refund will be made for all such returned goods.Please note that we do not supply goods for trial and return bases. Fires R us reserves the right to issue you a notice to collect the damaged goods with in 7 working days failing which goods will be disposed off and no refund will be made.

9-RETURN / REPLACEMENT PROCEDURE
Please  email at info@firesrus.co.uk  before sending any goods back to us. Any goods sent back without a prior arrangement with Fires r us  will be refused. All returned items should be sent insured via recorded delivery as per return instructions issued to you by fires r us. FIRES R US advise you for your own protection to retain your proof of postage as we cannot be held responsible for packages, which are damaged or lost in transit. FIRES R US requests that goods should be returned in their original packaging, with labels intact. Goods must be unused and in re-salable condition.
a-Returning due to customer’s fault
Please note that you will be responsible for the costs of  delivery of the goods to us and it includes wrong buying, wrong finish, wrong size or unsuitable product provided you are able to inform us within 7 working days. All such products must be sent back to us in original packaging. We reserve the right to accept or refuse all such goods recieved on our warehouse and found not in original packaging and it will be your responsiblity to collect those goods again or pay us for goods to be despatched back to you. Fires R us accepts no responsibilty for goods recived not in original packaging or damaged and nor will approach for insurance claim for goods damaged by any means or due to any reason on the way back to us and all such losses be borne by customer.  
b-Return due to damage or faulty or wrong product
A damaged or wrong delivered items due to our fault will be replaced by fires r us free of charge but it must be reported before installation otherwise we do not hold any responsibility for the losses occured in result of reinstallation of the correct product. Cancelling the order or changing to another item including finish of the same item will be considered customer’s fault and all the expenses which have incurred that is delivery /collection and damage to goods will be charged from customer and rest of the money will be reimbursed within 30 days. Distance selling regulations fully protect seller in this regards. A genuine buyer will always be looked after by fires r us and accommodated as much as possible but “we are in business “principle should not be over looked.

10-Canceling order after we dispatch
You should be aware that once we begin the delivery process which means goods are on the way, you will not be able to cancel any order, so canceling at eleventh hour or goods on the way means you arrange to dispatch it back to us as per our return procedure given above. We send you next day delivery in case of most of our fires so that helps you to find out position of goods in case of any dispute. Refusing delivery at this stage will only cost you delivery charges which we will deduct and rest of the money will be reimbursed within 30 days. Goods once recieved is responsibilty of customer to return

11-Consumer rights to cancel -distance selling (Please read full page to understand all regulations and not only this paragraph)
The consumer protection (distance selling) regulations require that the consumer will provide written notice of a cancellation within 7 working days. The 7 working days start from the day after the day the consumer receives the goods. Goods do not have to be returned within this period for the consumer to secure a refund. A refund will be made within 30 days of cancellation, irrespective of whether goods have been returned at this stage.

Once FIRES R US receive notification from you that you wish to withdraw from the contract (in accordance with these terms) any sum debited to FIRES R US from your credit card in relation to your order will be re-creditted to that credit card account as soon as possible and in any event within 30 days of your order.

12-Complaints
If you feel you have any cause to complain,contact us via one of the following methods. We will respond to all queries and complaints within 3 working days.  Please advise us of the details and you can contact using the following methods:-

Telephone: 0161 2257989  or  0161 2269763
Fax:0161-2257889
Open a Support ticket.
Contact Us
Email us at info@firesrus.co.uk