Effective 1 September 2026. This policy applies to all goods supplied by Rapid Advice & Distribution Services (RADS Fire).
Returns
We do not accept returns. The only exception is where we have delivered the wrong item.
Goods supplied correctly against your order cannot be returned or exchanged, including where they are no longer required, have been over-ordered, or were specified incorrectly by the buyer.
Wrong item delivered
If we deliver an item other than the one ordered, we will replace it with the correct item at no cost to you.
- You must notify us within 3 (three) days of delivery.
- The goods must be unused and in their original packaging.
- We arrange collection of the incorrect item and delivery of the correct one.
Notifications received after 3 days of delivery cannot be accepted.
Refunds
We do not issue refunds. A refund will only be considered where both of the following apply:
- the product delivered is damaged; and
- an equivalent replacement product is not available in stock.
Where a damaged product can be replaced from stock, we will replace it rather than refund it.
Warranty
Warranty cover applies only to products that are UL, FM, LPCB or VdS listed or approved.
- Listed / approved products: 1 (one) year from the date of order delivery confirmation.
- Non-listed products: no warranty is offered or implied.
Warranty covers manufacturing defects only. It does not cover damage or failure arising from:
- incorrect installation;
- misuse or operation outside the manufacturer’s stated conditions;
- unauthorised modification or repair;
- normal wear and tear.
Warranty is limited to repair or replacement of the defective product at our discretion.
How to make a claim
Email sales@rads-group.com with:
- your order number;
- the date of delivery confirmation;
- photographs of the product and its packaging;
- a description of the issue.
Please do not return any goods before contacting us and receiving written confirmation. Unauthorised returns cannot be processed.
Fire and life-safety products
Fire protection and life-safety equipment must be installed, commissioned and maintained by competent persons in accordance with the manufacturer’s instructions and the applicable standards. Listing or approval by UL, FM, LPCB or VdS applies to the product as supplied; it does not extend to an installation carried out by others.