Return & Cancellation Policy – End Consumer

Last Update: 1st January, 2026

FAQs

1. Scope of this policy

This policy applies to end consumers who purchase products directly from SAFE-TECH.co.uk. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

Business, trade-account, wholesale and professional purchases are subject to SAFE-TECH’s separate Trade Terms and Conditions.

Nothing in this policy excludes, limits or replaces your statutory consumer rights.

2. Cancelling an order before dispatch

To request cancellation before dispatch, contact: support@safe-tech.co.uk

Please provide your name and order number.

We will make reasonable efforts to stop the order. However, if it has already entered the packing or delivery process, it may not be possible to cancel it before dispatch. You may then need to receive and return the order in accordance with this policy.

3. Statutory 14-day cancellation right

For most products purchased online, you may cancel your order without giving a reason. You must inform us that you wish to cancel within 14 calendar days beginning on the day after you, or a person nominated by you, receives the goods.

Where one order is delivered in several separate parcels, the cancellation period normally begins on the day after the final item is received.

After informing us of the cancellation, you must return the goods without undue delay and no later than 14 calendar days after the date on which you notified us.

You may cancel by email confirming your decision. You may use the cancellation form at the end of this policy, but you are not required to do so.

4. SAFE-TECH’s voluntary 30-day return period

In addition to your statutory cancellation rights, SAFE-TECH voluntarily accepts eligible change-of-mind returns made within 30 calendar days of delivery.

For returns outside the statutory 14-day cancellation period but within 30 days, the product must be:

• Unused and uninstalled
• Unactivated and unmodified
• Clean and undamaged
• Complete with all accessories, mounting components and manuals
• In its original packaging
• In a condition suitable for resale

SAFE-TECH may refuse a voluntary return made after the statutory cancellation period where these conditions are not met.

The voluntary return period does not restrict your rights where a product is faulty, incorrectly supplied, misdescribed or otherwise does not conform to the contract.

5. Safety-critical products

SAFE-TECH supplies safety-critical products, including:

• Smoke, heat and carbon monoxide alarms
• Interlinked fire alarm systems
• Smart security systems and sensors
• Cameras and control panels
• Lithium battery safety products
• Fire-resistant bags, mats and blankets

During the statutory cancellation period, you may inspect a product only as much as would reasonably be permitted in a physical shop to establish its nature, characteristics and basic operation.

Installation, permanent mounting, irreversible battery activation, pairing, account registration or extended use may go beyond reasonable inspection and reduce the product’s resale value.

Where the consumer’s handling has reduced the product’s value, SAFE-TECH may make a reasonable deduction from the refund. The deduction will reflect the actual reduction in value and will not be used as a penalty.

After the statutory cancellation period, installed, activated or used safety-critical products are not eligible for a voluntary change-of-mind return unless SAFE-TECH agrees otherwise.

This section does not restrict the customer’s rights where a product is faulty.

6. Products excluded from change-of-mind cancellation

The statutory right to cancel may not apply to:

• Products manufactured to the customer’s specifications
• Clearly personalised or bespoke products
• Sealed products that are unsuitable for return for genuine health-protection or hygiene reasons after the seal has been broken
• Products that deteriorate or expire rapidly
• Other products legally excluded from cancellation rights

Special-order or clearance products are not automatically excluded from statutory cancellation rights.

However, they may be excluded from SAFE-TECH’s voluntary return period between days 15 and 30 where this was clearly stated before purchase.

Statutory rights remain applicable where any product is faulty, misdescribed or not fit for its intended purpose.

7. How to request a return

Contact: support@safe-tech.co.uk

Please provide:

1. Your name and contact details.
2. Your order number or other reasonable proof of purchase.
3. The product name, model and quantity.
4. The reason for the return.
5. Details of any fault, damage or missing item.
6. Clear photographs or a short video where applicable.

You do not need SAFE-TECH’s prior approval to exercise a valid statutory cancellation right. However, contacting us before returning the product allows us to provide the correct return reference, address and safety instructions.

Unless we provide different instructions, returns should be sent to:

SAFE-TECH Returns
Rumworth Mill
St Helens Road
Bolton
BL3 3PR
United Kingdom

Do not send swollen, leaking, burnt, punctured, fire-damaged or otherwise hazardous batteries or products through an ordinary postal or courier service. Contact us first for appropriate safety instructions.

8. Packaging returned products

Products must be packaged securely to prevent damage during transport.

Where reasonably available, please include:

• Original packaging
• User manuals
• Mounting plates and installation components
• Cables, batteries and accessories
• Any free items supplied as part of the product bundle
• The return reference provided by SAFE-TECH

Missing packaging does not automatically remove statutory rights relating to a faulty product.

However, missing accessories, components or materially damaged packaging may reduce the value of a change-of-mind return and may result in a reasonable refund deduction.

9. Change-of-mind return costs

Customers are responsible for the direct cost of returning products where they have changed their mind, unless SAFE-TECH has agreed to provide a free return.

We recommend using an appropriately insured and tracked delivery service and retaining proof of posting.

Where you select and arrange the return carrier, the product remains your responsibility until it is delivered to SAFE-TECH.

Where SAFE-TECH supplies a prepaid return label or appoints the collection carrier, responsibility will be determined by the collection instructions provided.

Original change-of-mind return postage is not refundable.

10. Refunds for statutory cancellations

Where the whole order is cancelled within the statutory cancellation period, SAFE-TECH will refund:

• The price paid for the returned products
• The cost of the least expensive standard delivery method offered when the order was placed

If you selected express, timed or premium delivery, the additional amount above the standard delivery charge will not be refunded.

For partial-order cancellations, the original delivery charge will not normally be refunded where the same delivery charge would have applied to the items retained.

SAFE-TECH may withhold the refund until:

• We have received the returned products; or
• You provide reasonable evidence that the products have been sent back,

whichever occurs first.

The refund will be issued without undue delay and no later than 14 days after the applicable date. Refunds will normally be made using the original payment method unless otherwise agreed.

11. Refunds under the voluntary 30-day policy

For eligible voluntary returns made after the statutory cancellation period but within 30 days:

• Original delivery charges will not normally be refunded
• The customer is responsible for return postage
• The product must meet the conditions in section 4
• Reasonable deductions may be made for missing items or reduced value

We aim to process approved refunds within five to seven working days after receiving and inspecting the return.

Bank or payment-provider processing times may affect when the refund appears in your account.

12. Refund deductions

For change-of-mind returns, a reasonable deduction may be applied where the product’s value has been reduced through unnecessary handling or use.

Examples include:

• Installation or permanent mounting
• Irreversible activation of a tamper-proof battery
• Scratches, marks or physical damage
• Missing accessories or mounting components
• Altered or removed serial, batch or product labels
• Registration to an account where the product cannot be removed or reset
• Exposure to smoke, moisture, chemicals or contamination
• Damage to packaging that materially affects resale value
• Returning only part of a kit or bundle

Any deduction will be proportionate to the actual reduction in value.

A deduction will not be applied simply because a faulty product has been opened, installed or tested as reasonably necessary to identify the fault.

13. Faulty, misdescribed or unsuitable products

Products supplied by SAFE-TECH must be of satisfactory quality, fit for their intended purpose and as described.

Where a product does not meet these requirements, consumers may have rights to:

• Reject the product and receive a refund within the applicable short-term rejection period
• Request a repair or replacement
• Receive a price reduction
• Exercise a final right to reject the product where the applicable legal conditions are met

The appropriate remedy depends on the circumstances, the age of the product, the nature of the fault and whether a repair or replacement is possible.

The statutory short-term right to reject faulty goods generally lasts for 30 days. After that period, repair or replacement is normally the first remedy, subject to the Consumer Rights Act 2015.

Where a fault becomes apparent within six months of delivery, it will generally be presumed to have existed at delivery unless SAFE-TECH can demonstrate otherwise or that presumption would be inconsistent with the circumstances.

After six months, the customer may be asked to provide reasonable evidence that the problem resulted from an inherent defect rather than normal wear, battery depletion, accidental damage, misuse, incorrect installation or environmental conditions.

The expiry of a commercial warranty does not automatically remove statutory consumer rights.

14. Return costs for faulty or incorrect products

Where SAFE-TECH directly supplied a product and accepts that it is faulty, damaged on delivery, misdescribed or incorrectly supplied, SAFE-TECH will bear the reasonable and necessary return costs.

We may:

• Supply a prepaid return label
• Arrange collection
• Reimburse reasonable standard postage agreed in advance
• Determine that a return is unnecessary

Do not use an express or premium return service unless authorised by SAFE-TECH, as additional costs may not be reimbursed.

Where inspection finds no product fault, or shows that the issue resulted from misuse, accidental damage, incorrect installation or another excluded cause, we will contact you before applying any inspection, redelivery or return charge.

15. Damaged, missing or incorrect deliveries

Please inspect your delivery as soon as reasonably possible.

Where an item is damaged, missing or incorrect, contact us promptly at support@safe-tech.co.uk.

Reporting the matter within 48 hours helps us investigate with the delivery carrier, but failure to contact us within 48 hours does not remove your statutory rights.

Please provide:

• The order number
• A photograph of the outer packaging
• A photograph showing the delivery label
• Photographs of the contents
• Details of the damaged, missing or incorrect item

Where SAFE-TECH confirms that it supplied an incorrect, incomplete or damaged order, we will provide an appropriate remedy and cover reasonable standard return costs.

16. Purchases from Amazon or another retailer

Where a SAFE-TECH product was purchased through Amazon, an electrical wholesaler or another retailer, your sales contract is with that retailer.

Please normally use the retailer’s returns procedure for:

• Change-of-mind cancellations
• Delivery issues
• Refunds
• Incorrect products
• Statutory faulty-goods claims

You may contact SAFE-TECH separately to make a claim under our manufacturer’s Limited Warranty Policy.

A retailer’s voluntary returns policy does not remove or restrict statutory consumer rights.

17. Warranty claims

Warranty claims are governed by SAFE-TECH’s separate Limited Warranty Policy.

The commercial warranty is provided in addition to statutory rights and does not replace or restrict them.

Products outside the commercial warranty period may still qualify for a statutory remedy in appropriate circumstances. However, not every instance of wear, battery depletion, accidental damage or reduced operating life constitutes a manufacturing defect.

18. Refused, unclaimed or undeliverable orders

Refusing a parcel or failing to collect it does not necessarily provide SAFE-TECH with clear notice that you wish to cancel the order.

Please contact us directly to confirm cancellation.

Where a parcel is returned because:

• It was not collected
• Delivery was repeatedly unsuccessful
• Customs or import charges were not paid
• The customer supplied incomplete or incorrect delivery information

SAFE-TECH may deduct reasonable, directly incurred return or redelivery costs from a voluntary refund where legally permitted.

This does not affect any standard outbound delivery refund required under a valid statutory cancellation.

19. Incorrect delivery information

Customers are responsible for checking that their delivery name, address, postcode, telephone number and email address are complete and accurate before placing an order.

Contact us immediately if you discover an error.

If the order has not been dispatched, we will make reasonable efforts to correct the information. Once dispatched, redirection may not be possible.

Reasonable return or redelivery costs may apply where delivery fails solely because of incorrect information provided by the customer.

SAFE-TECH remains responsible for delivery errors caused by SAFE-TECH or its appointed carrier.

20. International orders

International customers may be responsible for:

• Import VAT
• Customs duties
• Clearance charges
• Local handling fees
• Change-of-mind return postage
• Customs documentation for returned products

Unless otherwise stated at checkout, these charges are not included in SAFE-TECH’s selling price.

Government, customs or carrier charges paid directly by the customer may not be refundable by SAFE-TECH.

For faulty or incorrectly supplied international products, contact us before returning the item so that an appropriate and proportionate solution can be agreed.

Mandatory consumer rights applicable to an international sale are not excluded by this section.

21. Exchanges

For change-of-mind exchanges, SAFE-TECH may ask you to return the original product for a refund and place a new order.

Where an exchange is accepted:

• The returned product must meet the applicable return conditions
• Any price difference must be paid or refunded
• Additional delivery charges may apply

Faulty-product replacements are handled under statutory rights or SAFE-TECH’s Limited Warranty Policy.

22. Personal data on smart products

Before returning a smart security product, camera, control panel or connected device, please, where safe and possible:

• Remove the product from your Hestia or other user account
• Delete personal information and recordings
• Disable subscriptions or cloud services
• Remove memory cards and SIM cards
• Complete the recommended factory-reset procedure

Do not continue using, operating or resetting a device where doing so would be unsafe or could worsen a fault.

23. Consumer rights

Nothing in this policy excludes, restricts or replaces rights provided by applicable UK consumer law, including:

• The Consumer Rights Act 2015
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Terms that attempt to remove responsibility for faulty or misdescribed goods may be unenforceable.

24. Contact details

Safetech Innovation Limited
Trading as SAFE-TECH

Email: support@safe-tech.co.uk
Website: www.safe-tech.co.uk

Returns address:

SAFE-TECH Returns
Rumworth Mill
St Helens Road
Bolton
BL3 3PR
United Kingdom

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Warranty Policy

Last Update: 1st January, 2026

Warranty Updates

1. Warranty provider

This limited warranty is provided by:

Safetech Innovation Limited, trading as SAFE-TECH
Email: support@safe-tech.co.uk
Website: www.safe-tech.co.uk

This warranty applies within the United Kingdom unless a product page, user manual or written agreement states otherwise.

2. Your statutory rights

This limited warranty is provided in addition to, and does not affect, your statutory rights.

Products supplied to consumers must be of satisfactory quality, fit for their intended purpose and as described. Depending on the circumstances, consumers may have legal rights to a repair, replacement, price reduction or refund even after this commercial warranty has expired.

Where a product was purchased from another retailer, electrical wholesaler or online marketplace, the customer’s statutory rights are normally exercised against that retailer. This does not prevent the customer from making a separate claim under this SAFE-TECH manufacturer’s warranty.

3. When the warranty begins

The warranty begins on the date the product is delivered to the original purchaser.

Reasonable proof of purchase is required, such as an order confirmation, invoice, receipt, bank statement or other evidence showing the purchase date and seller.

This warranty applies to genuine SAFE-TECH products purchased new from SAFE-TECH or an authorised UK retailer. It does not ordinarily apply to second-hand, privately resold, counterfeit or unauthorised refurbished products.

4. Limited warranty periods

Product or component	Limited warranty period
SAFE-TECH fire alarm hardware with an integrated tamper-proof battery	2 years
Integrated tamper-proof battery within a fire alarm	2 years
Original replaceable battery supplied with a fire alarm	6 months
Fire alarm sensing element	10 years
Hestia control panels, hubs, cameras and other main smart security products	1 year
Hestia and other SAFE-TECH smart security sensors	6 months
Lithium Battery Safe products and fire-resistant products	2 years
Products or components not listed above	Refer to the product page or user manual, or contact us.

Where the product page or user manual expressly provides a longer warranty period, the longer stated period will apply.

5. Fire alarm sensor and battery warranty

The 10-year limited sensor warranty applies only to a verified manufacturing defect affecting the alarm’s sensing element. It does not mean that every other component of the alarm, including its battery, sounder, radio module, electronic circuitry or housing, is covered for 10 years.

A “10-year sensor lifespan” refers to the intended service life of the sensing element under normal operating conditions. It must not be interpreted as a guarantee that the battery or complete alarm will operate for 10 years.

Integrated tamper-proof batteries are covered for two years. Original replaceable batteries supplied with an alarm are covered for six months. Replacement batteries purchased separately are covered by the warranty stated for those batteries.

Battery service life can be affected by operating and storage conditions, testing frequency, alarm activations, wireless interlink activity, environmental temperatures and other usage factors.

A low-battery warning does not necessarily indicate a fault with the sensing element. Customers must follow the user manual and replace the affected alarm or battery promptly where required.

6. What this limited warranty covers

Subject to the applicable warranty period, SAFE-TECH warrants that the product will be free from manufacturing defects in materials and workmanship when:

• installed, used, tested and maintained in accordance with the user manual;
• used for its intended purpose;
• operated within its specified environmental and technical limits; and
• used with compatible products, accessories and power supplies.

The warranty applies only to faults confirmed by SAFE-TECH or its authorised technical representative.

7. What is not covered

This limited warranty does not cover a fault or damage to the extent that it was caused or contributed to by:

• normal wear and tear or cosmetic deterioration that does not affect safe operation;
• the normal depletion of a battery outside its stated battery warranty period;
• incorrect installation, positioning, testing, servicing or maintenance;
• failure to follow the user manual, safety instructions or product warnings;
• misuse, abuse, negligence, accidental damage, impact or crushing;
• exposure to water, excessive moisture, dust, chemicals, corrosion, contamination, extreme temperatures or other conditions outside the product specification;
• use with an unsuitable charger, power supply, battery, accessory or incompatible third-party device;
• unauthorised opening, repair, alteration, modification or component replacement;
• unauthorised firmware, software or security modifications;
• removal, alteration or illegibility of a serial number, batch number or product label;
• continued use after a fault, low-battery, end-of-life or other safety warning;
• internet, Wi-Fi, mobile network, SIM card, third-party platform or cloud-service failures outside SAFE-TECH’s reasonable control; or
• loss of settings, recordings or other data.

An unauthorised modification does not automatically cancel every aspect of the warranty. Cover may be refused where the modification caused, contributed to or prevented the proper assessment of the reported fault.

8. Lithium battery safety and fire-resistant products

Lithium Battery Safe products, fire-resistant bags, mats, blankets and similar products are covered against manufacturing defects for two years.

Unless expressly stated otherwise in the product manual, these products are not guaranteed to prevent all fire, heat, smoke, gas, explosion, property damage or personal injury in every incident. Their performance depends on the product used, the nature and energy of the hazard, correct sizing, condition, positioning and use.

The warranty does not cover:

• damage resulting from exposure to an actual fire, thermal runaway or emergency event;
• damage caused by batteries exceeding the stated product capacity or dimensions;
• punctures, cuts, abrasion, contamination or mechanical damage;
• incorrect closure, overloading or use contrary to instructions; or
• reuse after an incident where the product is identified as single-use.

Any product exposed to a fire, thermal runaway event or significant heat must be removed from service and assessed or replaced in accordance with its user instructions.

9. How to make a warranty claim

To make a claim, contact support@safe-tech.co.uk and provide:

1. Your name and contact details.
2. The order number and reasonable proof of purchase.
3. The product model, SKU, serial number and batch number, where available.
4. A clear description of the fault and when it began.
5. Details of the installation and operating conditions.
6. The troubleshooting steps already completed.
7. Clear photographs or a short video showing the product, labels and reported fault.

Written information helps us maintain an accurate claim record. However, nothing in this policy prevents a consumer from raising a concern or exercising statutory rights through another reasonable method.

Do not return a product until SAFE-TECH or the original retailer has provided return instructions.

Do not post any swollen, leaking, burnt, fire-damaged or otherwise hazardous battery product without first obtaining specific safety and transport instructions.

10. Inspection and available remedies

SAFE-TECH may inspect, test or request the return of a product before approving a warranty claim.

For a fault covered by this commercial warranty, SAFE-TECH may, depending on the circumstances:

• repair the product;
• replace it with the same model;
• replace it with a product of equivalent or better essential specification; or
• refund the original purchase price where repair or replacement is unavailable or disproportionate.

The selected remedy will be provided within a reasonable time and without unnecessary inconvenience.

Replacement products may differ in appearance, packaging or non-essential features where the original model has been updated or discontinued.

A repair or replacement does not normally restart the original warranty period. It remains covered for the unexpired portion of the original warranty, without affecting any statutory rights applying to the repaired or replacement product.

11. Return and delivery costs

Where a claim is accepted under this limited warranty, SAFE-TECH will bear reasonable standard return and redelivery costs. We may provide a prepaid label or reimburse reasonable postage that has been approved in advance.

Express, premium or unauthorised delivery costs will not normally be reimbursed unless agreed beforehand.

Where inspection confirms that:

• no fault is present;
• the issue is outside the warranty period; or
• the damage falls within a stated exclusion,

SAFE-TECH may return the product at the customer’s cost. Any inspection, handling or return charge will be explained and agreed before it is incurred.

12. Products purchased through another retailer

Where the product was purchased through Amazon, an electrical wholesaler or another retailer:

• contact the retailer when exercising statutory rights against the seller;
• follow the retailer’s return process where required; and
• provide SAFE-TECH with proof of purchase when making a manufacturer’s warranty claim directly.

SAFE-TECH cannot alter the independent returns policy of another retailer, but that retailer’s policy cannot remove statutory consumer rights.

13. Products damaged, missing or incorrect on delivery

Please inspect the delivery as soon as reasonably possible.

Where an item arrives damaged, an item is missing or the wrong product has been supplied, contact the seller promptly and provide:

• the order number;
• photographs of the parcel and shipping label;
• photographs of the contents and damage; and
• the product model or SKU.

Where SAFE-TECH supplied the order directly and confirms an error, we will provide an appropriate replacement, completion of the order or refund and will bear reasonable standard return costs.

A customer is not required to accept a parcel as satisfactory merely because they signed for its delivery.

14. Change-of-mind returns

This limited warranty concerns faulty products and is separate from the right to cancel an eligible online purchase.

Consumers purchasing directly from SAFE-TECH online normally have 14 days after delivery to notify us that they wish to cancel, followed by a further 14 days to return the goods. Exclusions may apply to bespoke, personalised or other legally exempt products. Full requirements should be stated in SAFE-TECH’s separate Returns and Cancellation Policy.

A requirement that faulty goods be unused, unopened or in “new condition” should not be applied to a statutory faulty-goods claim.

15. Safety-critical products

Fire alarms, carbon monoxide alarms and security devices are safety products. Do not ignore a fault, low-battery or end-of-life warning while a claim is being investigated.

Where necessary, install a suitable temporary or replacement alarm immediately so that the property is not left without appropriate protection.

No warranty, alarm or safety product replaces proper installation, regular testing, maintenance, a suitable fire risk assessment or compliance with applicable legislation and professional guidance.

16. Commercial warranty limitation

This commercial warranty provides the remedies stated above for the product itself. It does not create additional insurance cover for third-party labour, loss of data, loss of profit, business interruption, property damage or indirect or consequential losses.

Nothing in this policy excludes or limits:

• statutory consumer rights;
• liability that cannot legally be excluded;
• liability for death or personal injury caused by negligence;
• liability for fraud or fraudulent misrepresentation; or
• rights arising from a defective product under applicable law.

17. Business and trade purchases

Where a product is purchased wholly or mainly for business purposes, the consumer provisions described in this policy may not apply. Business purchases are also subject to any agreed trade account terms, distribution agreement or other written commercial contract.

Unless otherwise agreed in writing, the stated SAFE-TECH commercial warranty periods continue to apply to genuine products purchased new by business customers.

18. Lifetime technical support

SAFE-TECH aims to provide technical assistance throughout the reasonable service life of its products.

Lifetime technical support:

• is separate from the product warranty;
• does not extend any warranty period;
• does not guarantee free replacement parts or repairs;
• is subject to the availability of compatible products, components, software, apps, networks and cloud services; and
• may be limited where a product has reached its end of life or is no longer technically supported.

19. Contact us

Warranty and technical support enquiries:

SAFE-TECH
Safetech Innovation Limited
Email: support@safe-tech.co.uk