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Terms & Conditions

Our Advice Service

We are here to help and can provide guidance, advice or even direct you towards relevant information. If you have any queries relating to the fire safety needs of your home or business, please contact us. Although we will always endeavour to give you the best possible advice, the responsibility for ensuring that you are adhering to fire safety legislation, building regulations, other regulations or best practice remains with you.

Customer Service Policy

Clear pricing

We believe that you have a right to be given clear and unmistakable pricing information. We display both, VAT exclusive and inclusive prices, where possible. Our shipping charges are clearly displayed on every page and shown in the shopping cart the moment a product is placed in it.

Clear product information and additional technical support

We will always attempt to describe products in plain English in a condensed format to help you choose and compare products easily. On top of this we display, wherever possible, all technical data sheets, manuals and certifications to allow you to fully research the products displayed by us. Henry Wolfe staff are trained to advise you on technical issues and are happy to assist you over the phone or by email. We strive to reply within one working day. For more complex products, we have introduced interactive technical help guides, which will break down the complex purchasing decisions into easy chunks and will guide you through the purchasing process.

Single point of contact

No customer wants to be passed around from one telephone operator to the next, so here at Henry Wolfe we assign a dedicated customer liaison to every customer. From that point, your advisor will be there to answer all queries and support you through the buying process. Our sales staff are trained to deal with all aspects of customer service. They will advise about products, take orders, deal with any complaints without passing you on to other staff members. Should a staff member not know the answer to your question, they will find out for you and will ring you back. They can also speak with the manufacturer on your behalf and let you know their answers. Should you wish to speak to a manager, they will of course transfer you to the relevant manager to deal with your query.

Support during buying process

We have a very user friendly one-step checkout. Our customer care staff will ring you if there is any problem with your order, be it that payment failed or that your goods are delayed. At that point you can also request changes to the order. We offer multiple payment options, including most payment cards, PayPal and cheques. Any personal data you pass to us is protected very carefully.

If you change your mind

If you change your mind, we offer twice the legal requirement for the returns period without quibbling. See also our Returns Policy.

Complaints

We will always try to do everything right first time. Sadly, errors can still happen. If we make an error, we promise that we will do our best to rectify the situation as soon as possible. We will discuss the possible solutions with you and then agree the corrective actions together. We will also keep a record about what has been agreed in our customer database so that we can always continue our discussion with you at a later date should the need arise. Please notify us of any complaints by e-mailing us at complaints@henrywolfe.co.uk and we will do our best to help you. Your complaint will be treated confidentially. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.

Delivery Information

Mainland UK

Goods will be dispatched using the best available service. Most stock items offer the facility to state a preferred AM or PM delivery slot. Unfortunately this is not available on non-stock items.

Order Value Shipping Cost
Less than £750.00 £10.00 ex VAT
More than £750.00 No Charge

Highlands, Islands and Remote Locations

Shipments to remote locations area also sent using the best available service, but can take up to three working days. The cost of shipping your goods will vary depending on the total weight of your order. Charges and relevant postcodes are detailed below.

Weight Range Shipping Cost
Less than 2kg £10.00 ex VAT
2 to 30kg £25.00 ex VAT
30+kg £35.00 ex VAT

Highlands, Islands and Remote Locations postcodes:

  • AB31-38, AB40-52
  • AB54-56, AB63
  • IV1-28, IV30-32
  • IV36-56, IV63
  • KA27-28, KW1-17
  • PA20-38, PA41-49
  • PA60-78
  • PH4-44, PH49-50
  • PO30-41
  • TR21-25
  • BT, GS, GY, HY
  • IM, JE, TDCU, ZE

Southern Ireland

We are able to ship to Ireland. Please use our international enquiry form to obtain a quote for delivery.

Payment and Security

We offer a range of payment options including Visa, Visa Debit, Mastercard, Solo, Maestro, Visa electron, American Express, Google Checkout, PayPal and Proforma

All our credit card transactions handled by Sagepay, one of the market leaders in secure online transactions. The transfer of the purchase details from our website to Sagepay are encapsulated using Sagepay's own encrypted and digitally-signed protocol. Any communication between the shopper and Sagepay is encrypted to the maximum strength supported by the shopper's browser using 128 Bit encrypted sessions. Shoppers are also protected from fraudulent use of their card in a "cardholder not present" environment by their card issuers. The card issuer provides the right for a shopper to dispute a transaction if the goods/services did not arrive or if the card was used fraudulently.

If you should have any questions regarding security, please contact our team on security@henrywolfe.co.uk

Returns Policy

Any returns within the UK should be sent, together with your original order details, to:

Henry Wolfe
U1 Farlesthorpe Road
Alford
Lincolnshire
LN13 9PS
United Kingdom

Tax Charges

We charge UK VAT at 20% (VAT no GB827 6397 88).

Customers from the Channel Islands can ask for the VAT to be removed from the invoice total. Please ring our office to place your order, emphasising the Channel Island delivery location.

Transport Damages

Transport damage

We would ask you to please check the condition of your package before signing for the receipt of the goods. If you see damage on the outer packaging, this must be noted on your copy of the delivery note and on the copy for the carrier. You can refuse damaged parcels without signing for these.

If you find the transport damage after the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, we will still accept liability. Failure to note damage might affect replacement or refund from us for items damaged in transit.

Product Warranties

Product Warranties

All of our products are covered by manufacturers warranty. For more information on warranty periods please see the individual product pages of our website.

Included in all our warranties are:

Excluded:

What happens if a customer discovers a product fault?

  1. Please contact Henry Wolfe and inform us about the defect. We will discuss the case with you and will agree on a solution for you. You might be asked to provide photos before we can establish the best way forward.
  2. We will either arrange free repair or free replacement for your product. This choice is at Henry Wolfes discretion.
  3. Henry Wolfe may ask for a product back for further analysis or repair, in which case we will arrange and pay for the transport and the subsequent return.
  4. Should a product be returned to us without being defective, we will return the unit to the customer at cost.

International customers:

The warranty still applies; the goods, however, must be sent to us at the customer's expense for repair or replacement and the return shipment must be paid for by the customer.