Terms and Conditions

Advice Service
We are here to help and can provide you with help and guidance or direct you towards relevant information. If you have any queries relating to our products, please contact us on 0845 0030 628. Although we will always endeavour to give you the best possible advice, the responsibility for ensuring that you are adhering to fire safety legislation, building regulations, other regulations or best practice remains with you. Please note that any advice given will only apply to UK regulations and standards.


Customer Service Policy

Clear Pricing
We believe that you have a right to be given clear and unmistakable pricing information. We display VAT exclusive price against products and VAT totals are then shown on the checkout page. Our shipping charges are clearly displayed in the shopping cart once you have entered your shipping address.

Clear Product Information and Additional Technical Support
We will always attempt to describe products in plain English in a condensed format to help you choose and compare products easily. We also display, wherever possible, all technical datasheets and certifications in additional tabs to allow you to fully research the products displayed by us. Our sales staff are trained to advise you on technical issues and are happy to assist you over the phone or by email. We strive to reply within one working day.

Customer Feedback
We would like to understand what you think of us and we want other customers to benefit from the feedback you give. We welcome your feedback to us by telephone or email and may also make direct contact with you to obtain feedback regarding your purchasing experience. Any information shared with us during this process will of course be handled under the terms of our Privacy Policy.

Support During Buying Process
We have a very user friendly one-step checkout. There is no need to register with us before we display the total costs to you. Our customer care staff will ring you if there is any problem with your order, be it that payment failed or that your goods are delayed. At that point you can also request changes to the order. We accept payment by most payment or credit cards. Any personal data you pass to us is protected very carefully. For further information, please read our Privacy Policy.

If You Change Your Mind
If you change your mind, please refer to our Returns Policy.

Ordering Process
When you place an order with Kerr Fire it will be deemed that you have read, understood and agreed to these Terms & Conditions. If you are unhappy with any part of these terms and conditions, you should contact us prior to placing your order. By placing an order through our website, you are making an offer to Kerr Fire to purchase the goods outlined in your order upon the terms described in your order. When you place an order, we will require your name, email address, credit/debit card, telephone and address details. This information is required in order to process your request or inform you of acceptance of your order. We may, unless you inform us otherwise, provide our delivery couriers with your contact telephone number in case they need to reach you. Please take care when adding these important details. You must notify us immediately of any changes to your personal information. You can order by web order, telephone, email or post.

After placing an order online, we will send you email confirmation that your payment has been received but this is not confirmation that your offer to buy the goods has been accepted. If you do not receive a confirmation email from us it maybe that your email has an error within it. Our contract for the sales of our products will only exist once an order has been processed and despatched to you. Kerr Fire reserves the right to reject any offer of purchase by you at any point.

Delivery

Delivery Charges
The delivery charge for your order depends on your location, the total weight of the order, and your selected shipping method. Please see the table below.


Weight of Consignment UK Mainland Northern Ireland Scottish Highlands, Channel Islands, Offshore Islands Republic of Ireland
<10KG £7.90 £29.45 £26.45 £29.45
>10KG £10.60 £35.80 £35.80 £35.80
>20KG to 100KG add per KG (+base rate) £0.33 £1.20 £1.20 £1.20
>100KG add per KG (+base rate) £0.35 £1.50 £1.50 £1.50

We offer free delivery on orders over £1000.

Special Delivery Instructions
We require all orders to be inspected and signed for upon delivery. If this is not possible, separate arrangements must be made by email to
admin@kerrfire.online in advance of your order being shipped.

Delivery Times
  • Most shipments are despatched within two working days. However, all order acknowledgements will indicate the expected despatch date.
  • We will advise all customers by email when their order is despatched.
  • Should the order not be delivered within five working days from despatch (eight working days for NI, Republic of Ireland and Offshore Islands) please inform us immediately by email at admin@kerrfire.online.
  • Unfortunately, we cannot offer compensation for deliveries that are delayed.


Transport Damages

Transport Damage and Discrepancies
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 for 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 by telephone on 0845 0030 628 or email at
admin@kerrfire.online. 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.

Discrepancies of quantities or product codes need to be reported to us by email at
admin@kerrfire.online within five working days from delivery. We might be unable to accept liability for any missing items if incorrect quantities are not highlighted within this period.

Payment and Security
We offer a range of payment options including Visa, Visa Debit, MasterCard, Maestro, Visa Electron, and Amex.

All of our credit card transactions are handled by Sagepay, one of the market leaders in secure online transactions. The transfer of the purchase details from our website to Sagepay are encapsulated using Sagepay's own encrypted and digitally-signed protocol. Any communication between the shopper and Sagepay is encrypted to the maximum strength, supported by the shopper's browser using 128 Bit encrypted sessions. Shoppers are also protected from fraudulent use of their card in a "cardholder not present" environment by their card issuers. The card issuer provides the right for a shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.

If you should have any questions regarding security, please contact us at admin@kerrfire.online.

Returns Policy

  • You can cancel your order (or any part of it) for any reason before delivery or within ten days from receipt of delivery (exceptions apply, see below). To return your goods please email us at admin@kerrfire.online or call us on 0845 0030 628.
  • Please pack the goods in their original packaging. The goods need to be in a re-sellable condition to be refunded.
  • If goods are not returned in original packaging or a re-sellable condition, we will reduce the refund value to reflect that the product will have to be sold as incomplete or damaged or may not be sellable at all.
  • We will refund the sales price (considering above limitations) and the initial postage and packing charges within fourteen days of receiving the goods back from you.
  • You need to return the goods to us at your cost within one week following your cancellation. Should the goods not be returned within this period, we can offer to collect the goods and will then deduct the carrier charge of this return from your refund.
  • If you do not require the ordered goods at the point of delivery and you refuse the delivery for this reason, we can deduct the cost for the return shipment from your refund.
  • If you struggle to return large or heavy items, please contact us on 0845 0030 628 and we can offer collection of the goods. We will then deduct the cost for this collection from your refund. This service is only possible if the collection charges are less than the price paid by you for the product. Our staff will quote you a cost for collection based on your product and location.
  • All statutory rights will be protected within our Returns Policy.


Warranties
Kerr Fire offers its customers a twelve month warranty from date of receipt.

Our warranty does not restrict your statutory rights in any way.

Covered by our warranty are:

  • Manufacturing defects
  • Product defects resulting from manufacturer's design errors

Excluded from our warranty are:

  • Damages resulting from the incorrect handling of a product
  • Defects due to a lack of maintenance
  • Repairs or modifications carried out by the customer or third parties
  • Defects caused by fire or smoke
  • Storage in an unsuitable location
  • Any consequential damage caused by the products or their malfunction

For the avoidance of doubt, Kerr Fire does not represent that the Goods may not be compromised or circumvented; that the Goods will prevent any personal injury or property loss by fire, explosion or otherwise; or that the Goods will in all cases provide adequate warning or protection. The Buyer understands that properly installed and maintained fire and/or explosion safety equipment may only reduce the risk of fire, explosion or other events occurring, but it is not insurance or a guarantee that such will not occur or that there will be no personal injury or property loss as a result.

What Happens if a Customer Discovers a Product Fault?
Any warranty claim against our warranties must be made through Kerr Fire.

  • Please email admin@kerrfire.online with your order number and inform us about the defect. We will discuss the case with you and will agree on a solution for you. You might be asked to provide photos before we can establish the best way forward.
  • We will either arrange free repair/free replacement for your product or request the return of your product for further analysis. This choice is at Kerr Fire's discretion.
  • Should Kerr Fire ask for a product back for further analysis or repair, we will arrange for the transport and the subsequent return.
  • Should a product be returned to us without being defective, we will return the unit to the customer at their cost.

Non-UK Customers
The warranty still applies; the goods, however, must be sent to us at the customer's expense for repair or replacement and the return shipment must be paid for by the customer.

Complaints
We will always try to do everything right first time. Sadly, errors can still happen. If we make an error, we promise that we will do our best to rectify the situation as soon as possible. We will discuss the possible solutions with you and then agree the corrective actions together. We will also keep a record about what has been agreed in our customer database so that we can always continue our discussion with you at a later date, should the need arise. Please notify us of any complaints by emailing us at
admin@kerrfire.online and we will do our best to help you. Your complaint will be treated confidentially. We will acknowledge your complaint within five working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed, as appropriate, during the process.

Tax Charges
We charge UK VAT at 20% (VAT no. GB 161-3600-44).

Customers from the Channel Islands can ask for the VAT to be removed from the invoice total. Please ring our office to place your order, emphasising the Channel Island delivery location.

Limit of Liability
The total liability of Kerr Fire in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of the goods sold hereunder shall be limited to the purchase price of the Goods.

Kerr Fire shall not be liable to the buyer under or in connection with the contract for any indirect or consequential loss or damage of any kind, in each case howsoever arising, whether such loss or damage was foreseeable or in contemplation of the parties and whether arising in or for breach of contract, tort (including negligence), breach of statutory duty or otherwise.

Force Majeure
Kerr Fire reserves the right to defer the date of delivery or to cancel the Contract or reduce the volume of the Goods ordered by the Buyer (without liability to the Buyer) if Kerr Fire is prevented from or delayed in the carrying on of its business due to a Force Majeure Event, provided that, if the event in question continues for a continuous period in excess of 90 days, the Buyer shall be entitled to give notice in writing to the Seller to terminate the Contract.

Applicable Law
These terms are governed by English law. Any Contract for the purchase of goods from this site and any dispute or claim arising out of or in connection with any such Contract will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident in Northern Ireland you may also bring proceedings in Scotland.