Please read this before ordering. We supply to the trade, and the terms below apply to orders placed through this website, by pro forma or on a credit account.

Faulty or damaged goods

If you are unhappy with your purchase because the goods are faulty or damaged, notify us within 7 days of delivery and we will offer you a choice of exchange for another product, or a refund or credit.

All other returns

For any other reason we reserve the right to refuse the return of goods completely. Where we do agree to accept a return, it is dealt with case by case and is subject to a 35% handling and restocking fee.

We reserve the right to refuse returns where the reason is over-ordering, leftover material, or the ordering of incorrect material and/or incorrect sizing provided. We encourage purchasers to read the data sheets and confirm quantity and correct product before ordering.

What we cannot take back into stock

  • Liquids — coatings, adhesives, silicones and mastics.
  • Specially made products — anything produced to bespoke sizes, colours or specification.

How to start a return

Call 0333 043 0018 or email sales@firestoppingproducts.com with your order number. Do not send anything back before speaking to us — goods returned without a returns reference cannot be processed.

Suitability, installation and sign-off

It is your responsibility, or your client’s, to ensure that the product is what is required for the application, that the installer is qualified and adequately trained to install it, and that the completed installation complies and is acceptable to the end user and to building control for sign-off. We will not be held responsible, and will not accept returns, where the above has been neglected.

Credit accounts and late payment

Credit account holders should ensure payments reach us within the terms agreed. On late payment we will exercise our right to legal counsel and pursuance of the debt, subject to and governed by the provisions of the Late Payment of Commercial Debts (Interest) Act.

If you are buying as a consumer

Our customers buy almost entirely in the course of a business, and the terms above are written for business-to-business supply. If you are buying as a consumer rather than for a business, you have separate statutory rights that cannot be excluded — including the right to cancel within 14 days under the Consumer Contracts Regulations, and your rights in respect of faulty or misdescribed goods under the Consumer Rights Act 2015. Nothing on this page affects those rights.

Contact

Call 0333 043 0018 or email sales@firestoppingproducts.com, Monday to Friday, 8am to 5pm.