Return & Refund Policy

Effective Date: 29 July 2026

At Fire Detection, customer satisfaction is our priority. We strive to supply high-quality marine fire detection systems, fire alarm equipment, safety devices, and related products. This Return & Refund Policy explains the conditions under which products may be returned, replaced, or refunded.

1. Return Eligibility

Products may be eligible for return if they meet all of the following conditions:

  • A return request is submitted within 14 calendar days of delivery.
  • The product is unused, uninstalled, and in its original condition.
  • All original packaging, manuals, accessories, labels, and documentation are included.
  • The product has not been modified, damaged, or tampered with.
  • The return has been approved by Fire Detection.

Returns that do not meet these requirements may be refused.

2. Return Merchandise Authorisation (RMA)

Before returning any product, customers must obtain a Return Merchandise Authorisation (RMA) from Fire Detection.

To request an RMA, please provide:

  • Order number
  • Invoice number
  • Product name and part number
  • Reason for return
  • Photographs (if the item is damaged or defective)

Returns sent without prior authorisation may be rejected or returned to the sender.

3. Non-Returnable Items

The following products are generally not eligible for return or refund:

  • Custom-made or specially ordered products
  • Products ordered specifically at the customer’s request
  • Installed or used electrical equipment
  • Installed fire detection devices
  • Software, licences, or digital downloads
  • Clearance or discontinued items
  • Products damaged due to misuse or improper installation
  • Items returned without original packaging
  • Products returned after the approved return period

4. Incorrect Products

If you receive an incorrect product due to our error, please notify us within 7 days of delivery.

After verification, Fire Detection will arrange the appropriate resolution, which may include:

  • Replacement of the correct product
  • Collection of the incorrect item (where applicable)
  • Refund if replacement is unavailable

5. Damaged or Defective Products

If your order arrives damaged or contains a manufacturing defect:

  • Notify us within 48 hours of delivery.
  • Provide clear photographs of:
    • The product
    • Packaging
    • Shipping label
    • Damaged area
  • Include your order or invoice number.

Each claim will be reviewed before determining the appropriate solution.

Depending on the circumstances, Fire Detection may:

  • Replace the product
  • Repair the product
  • Supply replacement components
  • Issue a refund where appropriate

6. Warranty Claims

Products covered by a manufacturer’s warranty should be reported as soon as the issue is identified.

Warranty claims are subject to inspection and the manufacturer’s warranty terms.

The warranty does not normally cover:

  • Incorrect installation
  • Improper handling
  • Accidental damage
  • Corrosion
  • Water ingress
  • Fire damage
  • Electrical surges
  • Normal wear and tear
  • Unauthorised repairs or modifications

7. Return Shipping Costs

Unless the return is due to our error or a verified manufacturing defect:

  • Customers are responsible for return shipping costs.
  • Shipping charges paid during the original purchase are generally non-refundable.
  • Customers are responsible for ensuring returned items are securely packaged.

We recommend using a tracked and insured shipping service for all returns.

8. Inspection of Returned Products

Once the returned item is received, our technical team will inspect it to verify:

  • Product condition
  • Completeness
  • Reason for return
  • Eligibility under this policy

Inspection may take several business days depending on the product type.

9. Refund Process

If your return is approved, your refund will be processed using the original payment method whenever possible.

Refund processing times may vary depending on:

  • Payment provider
  • Banking institution
  • Credit card issuer
  • International banking procedures

Any applicable shipping charges, customs duties, or handling fees may be deducted where permitted.

10. Exchange Policy

Eligible products may be exchanged if:

  • The requested replacement product is available.
  • The returned item passes inspection.
  • The replacement request has been approved.

If the replacement product has a different value, the customer may be required to pay the price difference or receive a partial refund, as applicable.

11. Order Cancellations

Orders may be cancelled before dispatch by contacting our customer support team.

Once an order has been shipped, it cannot normally be cancelled and will instead be subject to this Return & Refund Policy.

Special-order, customised, or made-to-order products cannot usually be cancelled after production or procurement has begun.

12. Refused Deliveries

If a shipment is refused without a valid reason:

  • Return freight charges
  • Customs fees
  • Import duties
  • Storage costs
  • Handling charges

may be deducted from any eligible refund.

Products that cannot legally be returned or resold may not qualify for a refund.

13. Limitation of Liability

Fire Detection shall not be responsible for:

  • Incorrect installation by third parties
  • Product incompatibility due to customer error
  • Loss of business
  • Vessel downtime
  • Indirect or consequential damages arising from returned products

Our liability is limited to the value of the purchased product, unless otherwise required by applicable law.

14. Changes to This Policy

Fire Detection reserves the right to update or modify this Return & Refund Policy at any time.

Any changes become effective immediately upon publication on our website.

Customers are encouraged to review this policy periodically before making a purchase.

15. Contact Us

For questions regarding returns, exchanges, or refunds, please contact us using the contact information provided on our website.

Fire Detection
Warehouse 3–4, Plot 61H2, Block I, Al Hail Industrial Area, Fujairah, United Arab Emirates