Last updated 19/09/2024
Delivery charges
We offer free delivery with all orders placed online as standard. This applies to UK domestic addresses only, delivery charges to non-domestic addresses is calculated by our courier company depending on the destination country and the price is displayed during checkout. If your order is more urgent, a timed delivery service is also available and can be chosen at the time of checkout for additonal cost.
We aim to dispatch in stock orders on a next-day basis where possible however this may not be possible for non-stock items or special order items. All orders are subject to availability. We will endeavour to contact you if the items on your order are subject to a delay.
Cut off time for next day delivery is 2:00pm for in-stock items, we will do our best to send any orders received after this time but they may be processed the following day.
Delivery issues
Delivery of your order will be made to the address that you provided in the delivery address field entered during the checkout process. Where details provided for the delivery address are supplied by you, and these details are incorrect or incomplete, SSD will not be liable for any products that you do not receive. Further to this, we are not liable for any consequential losses resulting from non-delivery of your order.
In the event of a parcel going missing, we are unable to send out a replacement item or offer a refund until a claim has been accepted and processed by our courier. All delivery shortages must be reported to SSD in writing within 7 days of receipt in order to submit a claim with the courier.
In the event of damage or breakage, SSD may ask you to provide a detailed report and supply images for the purpose of making a claim.
SSD accepts no responsibility where proof of delivery has indicated that a "sorry we missed you" card has been left by the courier and you have subsequently not picked up the items. If the items are subsequently returned to us having not been collected, we may charge you additional carriage in order to resend the order out to you again.
Payment methods
We accept payment via PayPal or via credit card on our website. Payment is taken at the time of ordering. Credit card payments are quickly and securely processed via the MyOpayo payment platform and no card information is stored by us.
Pricing
All pricing displayed on the site is in UK Pounds Sterling (£) and is exclusive of Value Added Tax (VAT) at the current rate.
All payments taken when processing your payment will be in UK Pounds Sterling (£). It is likely that your card issuer will automatically calculate the exchange rate for the transaction and may charge you extra fees when processing an overseas transaction.
SSD reserves the right to change the price or availability of any product without notification.
Tax charges
Orders received from UK customers will be subject to VAT at the current rate where applicable. Our VAT number is 708 887 486.
Orders received from countries within the European Union will be charged tax at the current rate unless you supply us your Sales Tax Number (the equivalent of the UK VAT Registration Number).
For orders from outside the European Union we will not charge any tax on your order. Please note that international orders may incurr import and custom fees charged by the delivery courier, depending on the destination country. These are out of the control of SSD and must usually be paid before the delivery will be released.
VAT relief
Certain products that we sell can be purchased at a price exempt from VAT. This is known as VAT relief and is subject to the following rule: the product in question must have been designed specifically for use by people with a disability and is being purchased by, or on behalf of, someone who is disabled.
In order to claim VAT relief, we must receive a completed declaration confirming the reasons for the exempion or a copy of your VAT exemption certification (in the case of charities).
The VAT exemption form can be accessed on our VAT Relief page, where you will also find more details on VAT relief and how it may apply to you.
Returns Policy
All delivery shortages must be reported to SSD in writing within 7 days of receipt. We offer a 7 day period of cancellation whereby a product can be returned to us for credit. The 7 day period starts to run on the day after you receive the goods. Goods must be returned to us in the same condition that they arrived. The goods must have been looked after reasonably.
Goods remain the property of SSD until payment is made in full, however the liability of the goods is transferred to the customer upon receipt.
In order to return any delivered item for credit, SSD must be contacted stating the reason for return. All returned items will be inspected to ensure saleable quality. We reserve the right to apply a restocking fee on returned items where the condition of the returned items is not acceptable and work is required to bring the item up to a saleable quality.
The customer must inspect the goods as soon as is reasonably practicable. SSD shall not be liable for any defect in the goods unless written notice is provided within 7 days of delivery. It is the customer’s responsibility to check for the presence of computer viruses in any supplied software before the goods are used.
SSD will endeavour to transfer to the customer the benefit of any warranty or guarantee given by the manufacturer of the goods.
Returning your goods
Once we have agreed to accept the goods, you are under a duty to send them to us at the following address:
Returns Department
Safety Systems Distribution Ltd
Unit 11B Hobson Industrial Estate
Newcastle Upon Tyne
NE16 6EA
You will be responsible for the cost of the return carriage where an order is no longer required. We recommend that you return the goods by recorded delivery or via courier as SSD will not accept liability for goods damaged or lost in transit from you to our offices.
Please ensure items being returned to us are securely and appropriately packaged. For instance, bed and floor sensor mats should not be folded or rolled. Failure to package the goods correctly may invalidate your return and prevent us from issuing a refund.
We always recommend that you obtain and keep a certificate or proof of posting.
Your rights to return goods are also protected under the EU Distance Selling Directive, which can be found at www.legislation.gov.uk.
Faulty or damaged goods
If the item you received is faulty, please contact our customer care team either by email or via telephone who can evaluate the fault and decide the required action.
If the fault cannot be rectified over the telephone by one of our technical advisers, we may need to take the item back for refund or replacement. Note: refunds cannot be processed if the fault has been caused, created or is a result of your misuse.
Waste Electrical and Electronic Equipment (WEEE)
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
SSD is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new electrical or electronic product from us.
Customers must return their WEEE item to us within 28 days of purchasing their new item. Please contact us if you are unsure whether the items you have ordered can be returned to us for processing.
Complaints
If you feel that we have let you down and you would like to speak to us about an element of our service, you can call us on 01207 272 200, email us at sales@safetysystemsdistribution.co.uk, or write to us at Safety Systems Distribution Ltd, Unit 11B Hobson Industrial Estate, Newcastle, NE16 6EA.
A member of our team will investigate your complaint and issue a response accordingly.