Terms & Conditions

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 UPS 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 Times

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. In the event of a parcel going missing, the time or a full claim to be processed is usually 21 days, although this may vary on a case by case basis.

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 Sage Pay and no card information is stored by us.


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.

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.

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.

During the process of creating your account you will be presented with a checkbox where you can tell us if you think you qualify for the relief. We can then verify this and enable your account to purchase certain products from our range with no VAT applied to them during the checkout stage. If you prefer to place an order with VAT on and then claim the VAT back retrospectively by providing us with an exemption form or your VAT certificate, this can also be arranged.

The VAT exemption form for individuals as well as charities can be downloaded from our "VAT Relief" section, where you will also find more details on VAT relief and how it may apply to you.

Privacy Policy

We do not disclose information about our customers to any third parties, other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

We will store the personal details that you provide us in accordance with our rigorous data storage policy, which is in compliance with the UK Data Protection Act (1998). We do this so that we can provide you with written information by post such as invoices and statements as well as keeping you up to date about products, services and developments.

In submitting your order via this online platform and agreeing to these terms and conditions we infer that you have agreed for us to store your data and use it for the above mentioned purposes. You can contact us by email, telephone or in writing if you decide in the future that you would rather not receive such information. We do however have to keep some of your personal data for an indefinite period in order to comply with regulations regarding the auditing of our accounts.

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
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 Items

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. Please have your account details handy so that we can find you on our system.

If the fault can not 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.

WEEE Regulations

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.


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 [email protected], 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.