Terms & Conditions

1. TERMS AND CONDITIONS 

1.1. Coverage Terms: These are the terms and conditions on which we supply products to you, whether these are goods or services. 

1.2. Make Sure You Read Them: Please read these terms and conditions before submitting your order. Our terms tell you who we are, what we will provide to you, how you and we may alter or end the contract, what to do if there is a problem, and other important information.  
 
PLEASE NOTE: For 'training and monitoring purposes,' we record all our telephone calls to be able to cover all communications. 

1.3. Business Customer or Consumer? In some areas, you will have different rights under these terms depending on whether you are a business or a consumer. You are a consumer if: * You are an individual; and * You are buying products from us wholly and mainly for your personal use (not in any way connected with your trade, business, craft, or profession). 

1.4. If you are a business customer, this is our entire agreement with you. Being a business customer, these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you will not rely on any statement, promise, representation, assurance, or warranty made or given by or on our behalf which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement or agreement. 

2. INFORMATION ABOUT US AND HOW TO CONTACT US 

2.1. Who are we? We are Active Fire Safety Solutions Ltd (t/a Premier Fire Doors), a company registered in England and Wales. Our company registration number is 12167411 and our registered office is at Derwent Business Centre, Clarke Street, Derby, Derbyshire, DE1 2BU. 

2.2. How to contact us. You can contact us by telephoning our customer service/sales team on 0330 122 9550 or by writing to us at sales@premierfiredoors.com. 

2.3. How we may contact you. If we have to contact you, we will do so by writing to you at the email address, postal address, or telephone number you provided. 

2.4. “Writing” includes emails. The words “written” or “writing” in these terms also include emails. 

3. OUR CONTRACT WITH YOU 

3.1. How we accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us. 

3.2. If we cannot accept your order. Should we be unable to accept your order, we will inform you of this and will not charge you for the product(s). This may be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product/service, or because we are unable to meet a delivery deadline you have specified. 

3.3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. 

4. OUR PRODUCTS 

4.1. Products may vary slightly from their pictures/perception/description. Images of products displayed on our website are for illustrative purposes only. Every effort is made to provide a display where colours are accurate but we cannot guarantee that a device’s display or the images will not vary from the actual products. Any natural material used such as wood, veneer, beading, or lipping is a natural product affected by various conditions. We and our suppliers will not in any way guarantee colour, texture, or pattern matching. At your request, book matching can be quoted for as a non-refundable bespoke option. 

4.2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website. 

5. YOUR RIGHTS TO MAKE CHANGES 

5.1. If you wish to make a change to the product you have ordered, please contact us within 5 working days of order placement. We will let you know if the change is possible and advise of any change in pricing, timing, or anything else necessary as a result. We will ask you to confirm whether you wish to proceed via written confirmation. This is important for bespoke items, as they are non-refundable. 

6. OUR RIGHTS TO MAKE CHANGES 

6.1. Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements. 

7. PROVIDING THE PRODUCTS & DELIVERY 

7.1. Delivery Costs. The costs of delivery are according to our suppliers and agreed with you during the order process in writing. 

7.2. When we will provide the products. We aim to deliver goods as soon as reasonably possible according to manufacturer lead times. Estimated lead times are a general guide and depend on the supplier, demand, and stock levels.  
* JB Kind: 4-10 days average  
* Standard sizes: 10-14 working days  
* Bespoke orders: Minimum 15-18 working days  
* Certain veneers and laminates: 6-10 weeks 

7.3. We are not responsible for delays outside our control. If our supply is delayed by an event outside our control, we will contact you as soon as possible to let you know and take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any product you have paid for but not received. Bespoke items are excluded from this and are non-refundable. 

7.4. Collection by you. This option is currently suspended. 

7.5. If you are not at home when the product is delivered. If no one is available at your address to take delivery, we will inform you how to rearrange delivery. A charge may be incurred for a failed delivery. For multi-load drops, help is required on-site as our couriers are a one-person delivery service. No specific times can be offered, only a delivery day from 8 am to 6 pm. 

7.6. If you do not re-arrange delivery. If you do not allow us to re-deliver your failed delivery, we will charge storage costs. If despite reasonable efforts we are unable to contact you, we may end the contract and clause 10.2 will apply. 

7.7. If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this), we will charge you additional costs incurred by us as a result, with a minimum charge of £65 exc VAT for the first hour, plus travel time and expenses. If despite our reasonable efforts, we are unable to contact you or re-arrange access, we may end the contract and clause 10.2 will apply. 

7.8. When you become responsible for the goods. A product will be your responsibility from the time we deliver it to the address you provided. Damage to goods or packaging must be reported within 24 hours of delivery. 

7.9. When you own goods. You own a product once we have received payment in full. Any deposit taken against bespoke orders is non-refundable, and goods are owned by us until final payment is made. 

7.10. What will happen if you do not give required information to us. We may need certain information from you to supply the products. If you do not give us this information within a reasonable time, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge to compensate for the extra work required. We will not be responsible for supplying the products late if this is caused by you not giving us the information we need. 

7.11. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to deal with technical problems, update the product to reflect legal requirements, or make changes you requested. 

7.12. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply, unless the problem is urgent. If we suspend the product for longer than 8 working weeks, you may contact us to end the contract, and we will refund any sums you have paid in advance. 

7.13. We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to and still do not make payment within 14 days of us reminding you, we may suspend supply until you have paid us any outstanding sums. We can also charge you interest on overdue payments. 

8. YOUR RIGHTS TO END THE CONTRACT 

8.1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and whether you are a consumer or business customer:  
(a) If what you have bought is faulty or misdescribed: You may have a legal right to end the contract. Please refer to clause 12 if you are a consumer and clause 13 if you are a business.  
(b) If you want to end the contract because of something we have done or have told you we are going to do: See clause 8.2.  
(c) If you are a consumer and have just changed your mind about the product: See clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return.  
(d) In all other cases (if we are not at fault and you are not a consumer exercising your rights to change your mind): See clause 8.6. 

8.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will immediately end and we will refund you in full for any products which have not been provided. The reasons are: (a) We have told you about an upcoming change to the product or these terms which you do not agree to; (b) We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed; (c) There’s a risk that supply of the products may be significantly delayed because of events outside our control; (d) We have suspended supply of the products for technical reasons for a period of more than 30 working days; or (e) You have a legal right to end the contract because of something we have done wrong. 

8.3. Exercising your right to change your mind if you are a consumer. If you are a consumer, for most products bought online you have a legal right to change your mind within 14 days and receive a refund. 

8.4. When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of services, once these have been completed, or for bespoke items, which are non-refundable once an order is placed. 

8.5. How long do consumers have to change their minds? You have 14 days after the day you (or someone you nominate) receive the goods. If goods are delivered in several instalments, you have until 14 days after the day you receive the last delivery. For services, you have 14 days after we confirm your order, but you cannot change your mind once the service is complete. Note: BESPOKE ITEMS ARE NON-REFUNDABLE. 

8.6. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services. If you want to end the contract in this situation, contact us in writing. The contract will end immediately, and we will refund any sums paid for products not provided, but we may deduct reasonable compensation for the net costs we will incur. If you are a business customer and end the contract due to your client changing their mind or an error on your part, you will not be able to apply for a refund. 

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU ARE A CONSUMER WHO HAS CHANGED THEIR MIND) 

9.1. Tell us you want to end the contract. To end the contract, please call our customer services on 0330 122 9550 and you must also confirm in writing by emailing us at sales@premierfiredoors.com. 

9.2. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched or delivered, you must return them to us in their original condition and packaging. Please email us to arrange a return. If you are a consumer exercising your right to change your mind, you must send off the goods within 14 days of telling us you wish to end the contract. 

9.3. When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed, or if you are ending the contract for one of the reasons listed in Clause 8.2. In all other circumstances, you must pay the costs of return. 

9.4. What we charge for collection and Restocking Fees.  
(a) For Consumers (B2C): If you are a consumer exercising your right to change your mind, we do not charge a restocking fee. However, we may reduce your refund (excluding delivery costs) to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop.  
(b) For Business Customers (B2B): If you are a business customer and we, at our discretion, agree to a return of non-faulty goods, you will be liable for the return shipping costs. A restocking fee of 30% of the initial order value will also be deducted from any refund or credit note.  
(c) Collection Charges: If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us for collection, which is £85.00 excl. VAT. 

9.5. How we will refund you. We will refund you the price you paid for the products including delivery costs (less any applicable deductions), by the method you used for payment. 

9.6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind, your refund will be made within 14 working days from the day on which we receive the product back from you. 

BESPOKE PRODUCTS Please note: Once any payment is made by you (either consumer or business), any bespoke product is non-refundable under any circumstances, as products and materials are purchased to cover your order once you pay. This includes all glazed fire doors. 

10. OUR RIGHTS TO END THE CONTRACT 

10.1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if you do not make a payment when it is due, or if you do not, within a reasonable time, provide necessary information or allow us to deliver the products or provide services. 

10.2. You must compensate us if you break the contract. If we end the contract as per Clause 10.1, we will refund any money you have paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we incur as a result. 

11. IF THERE IS A PROBLEM WITH THE PRODUCT 

11.1. How to tell us about problems. If you have any questions or complaints about the products, please contact us straight away. You can telephone our customer service team on 0330 122 9550 and you must write to us at sales@premierfiredoors.com. 

12. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS IF YOU ARE A CONSUMER 

12.1. Legal Duty. We are under a legal duty to supply products that are in conformity with this contract. Goods must be as described, fit for purpose, and of satisfactory quality. 

12.2. Your Legal Rights. * Up to 30 days: If your goods are faulty, you can get an immediate refund. * Up to six months: If your goods can’t be repaired or replaced, you’re entitled to a full refund in most cases. * Up to manufacturer warranty: If your goods do not last a reasonable length of time, you may be entitled to some money back, in line with the manufacturer's guides. 

12.3. Obligation to return rejected products. If you wish to exercise your legal rights to reject products, you must return them to us. We will pay the costs of postage or collection. 

13. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS IF YOU ARE A BUSINESS 

13.1. Warranty. We warrant that on delivery, and for any specified warranty period, goods shall conform in all material respects with their description and be free from material defects in design, material, and workmanship. 

13.2. Our Obligation. Subject to clause 13.3, if you give us written notice of a defect within the warranty period and a reasonable time of discovery, and you return the product to us, we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full. 

13.3. We will not be liable for a product's failure if: * You make further use of the product after giving notice of a defect. * The defect arises because you failed to follow our instructions as to storage, installation, use, or maintenance. * You alter or repair the product without our written consent. * The defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions. 

13.4. Liability. Except as provided in this clause 13, we shall have no liability to you in respect of a product’s failure to comply with the warranty. 

13.5. Application to replacements. These terms will apply to any repaired or replacement products supplied by us. 

14. PRICE AND PAYMENT 

14.1. Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you place your order. 

14.2. What happens if we got the price wrong. If a product's correct price is higher than the price stated, we will contact you for instructions. If we accept an order where a pricing error is obvious and unmistakeable, we may end the contract, refund you, and require the return of any goods provided. 

14.3. When and how you must pay. We accept payment by credit or debit card. For goods, you must pay before we dispatch them. For services, you must make full payment before we commence unless otherwise agreed in writing. For Supply and Fit services, an advance payment of 50% or 100% is required. Invoices are due within 14 calendar days unless otherwise agreed. Certifications are only issued once full payment is made. 

14.4. Our right of set-off if you are a business customer. If you are a business customer, you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction, or withholding. 

14.5. We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of National Westminster Bank plc. 

14.6. What to do if you think an invoice is wrong. Contact us promptly. You will not have to pay interest until the dispute is resolved. 

15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU (CONSUMERS) 

15.1. Our Liability. We are responsible for foreseeable loss and damage caused by us. We do not exclude or limit in any way our liability for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights. 

15.2. Damage to your property. If we are providing services in your property, we will make good any damage caused by us. We are not responsible for pre-existing faults. 

15.3. Third-party delivery. Products are delivered by a third party. We are not liable for damage incurred during delivery to your property beyond the main door. 

15.4. We are not liable for business losses. We only supply products for domestic and private use. If you use the products for commercial or business purposes, our liability will be limited as set out in clause 16. 

16. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU (BUSINESSES) 

16.1. Exclusions. Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence or fraud. 

16.2. Implied Terms. All terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded. 

16.3. Limitation of Liability. We shall not be liable for any loss of profit, or any indirect or consequential loss. Our total liability for all other losses shall be limited to the total sums paid by you for products under that particular contract. 

17. OTHER IMPORTANT TERMS 

17.1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. 

17.2. Approaching our contractors. For 18 months from enquiry, you agree not to employ or use our contractors for related works other than through us. Failure to inform us of any direct approach by a contractor may lead to legal action.