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.
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.
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.
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.
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, we offer twice the legal requirement for the returns period without quibbling. See also our Returns Policy.
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.
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
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act (2018). We are voluntarily registered as a data controller in the Information Commissioners data protection register with registration number Z9733716. Visit the register here: https://ico.org.uk/ESDWebPages/Entry/Z9733716.
Safelincs Ltd
33 West Street
Alford, Lincolnshire
LN13 9FX
data-protection@safelincs.co.uk
Processing data can mean collecting, storing and using your data. We only do so to perform tasks you want us to perform. These include one or more of the following:
We do not store any payment data such as credit or debit card numbers on our servers. Instead, we use third party payment processors who have been vetted to meet the highest security standards.
To help prevent fraud and diagnose errors, your IP address may be recorded in our web logs.
We also process some data in a statistical manner through Google Analytics to understand how we can improve our web site for visitors and present products and information that is relevant and record visitors coming from adverts. IP addresses and referring URLs are used to achieve this.
We do not sell or share your data with any third parties. Some external companies are contracted by us to achieve tasks such as delivery and online payments and where we have to share customer information with them, this is covered by a Data Protection Contract.
We will only contact you to communicate with you about your order, product or service we offer or in any other situation you've specifically requested us to do so. We might also contact you if products you purchased from us or are serviced by us are due to be serviced again. We regard this as a step to keep you safe. Please let us know if you do not want to be reminded of service dates.
Most order information will be retained for 15 years. Because we deal with safety products and due to many items having extended warranty periods and the significance of possible safety recalls, we have come to the conclusion that it is in our customers' interests for us to securely store this data to be able to support them in the future. This data will not be used for any other purpose, including marketing, except where explicitly requested by you.
We do not record any telephone conversations, however, line managers will occasionally listen-in to conversations to help our staff improve their communication skills and level of service to you.
Cookies, also known as browser cookies or tracking cookies are small text files which are downloaded to your device (computer, phone, tablet, etc.) when you visit a website. The cookies then send data back to the website or other websites that recognise the cookie.
Cookies have many different uses, such as remembering a user's preferences, allowing efficient navigation and generally improving the user's online experience. They also help companies to identify how many people visit their website, and how they found it. Cookies cannot identify you personally.
More information about cookies and how to manage them can be found at allaboutcookies.org.
How do we use cookiesThe list below shows the cookies that are in use on our website, why we use them and how long they will stay active on your device.
| Name | Description | Expiration |
|---|---|---|
| __utma | This cookie contains a unique ID which is used to determine unique visitors to our site. The cookie is updated each page view | 2 years from set/update |
| __utmb | This cookie is used to create and continue a user session and determines the amount of time a user is on our site | 30 minutes from set/update |
| __utmz | This cookie contains information about how users reached our site. i.e. referring link, direct traffic or website search etc. | 30 minutes from set/update |
| PHPSESSID | This generic cookie allows us to create and maintain user's shopping carts and order information | When the browser is closed or restarted |
| jssCustomer | This cookie is used if a customer logs into our site and allows us to identify their session | 24 days from set/update |
| __cfduid* | This cookie is set by Cloudflare, our security and content delivery provider, to help deliver pages fast and securely | 1 year from set/update |
| SERVERID* | This cookie is set by our load balancer to ensure you use the fastest possible web server in our cluster | 1 year from set/update |
| CookieTabShown | This cookies is set after we first show our cookie tab on the web site so we don't bother you with it more than once | 30 days from set/update |
| IDontWantCookies | When you disabled cookies, we set this single cookie to tell our web site to not set any other cookies that may record personal information | 30 days from set/update |
* these cookies will not be deleted when using the Remove Cookies feature as they are required for our web site to work
You can remove your cookies using the Remove Cookies feature, found in the footer of our web pages. This will stop features like adding products to the cart and logging in from working, however. You can enable cookies again by using the same settings in the footer.
The data we process belongs to you. We want you to understand your rights and what options you have. You can make a request to view, erase, modify or restrict processing of data we hold about you and, where there isn't a legal obligation stopping us from doing so and where the request is reasonable, we will process your request within 30 days at no charge.
Please send requests to data-protection@safelincs.co.uk.
You also have the right to complain to your local supervisory authority. Here in the UK we are governed by the Information Commissioner's Office (ICO).
We take data security very seriously. We use web hosts with numerous ISO and PCI certifications, including ISO 27001 (information security management). All data transmission, both public facing and between our internal systems is done over a secure connection. Where technically feasible, we also encrypt all user data to industry standards or higher.
At Safelincs, we endeavor to surpass the minimum requirements for current data protection regulation compliance. We train our staff in data protection principles from the first day of employment and we perform impact assessments and record our activity on all personal data processing on our bespoke data protection management system.
If you have any questions or comments about your privacy or data protection, please email the data protection team.
Any returns within the UK should be sent, together with your original order details, to:
Henry Wolfe
33 West Street
Alford
Lincolnshire
LN13 9FX
United Kingdom
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.
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.
All of our products are covered by manufacturers warranty. For more information on warranty periods please see the individual product pages of our website.
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.
(v1.0). Our articles are reviewed regularly. However, any changes made to standards or legislation following the review date will not have been considered. Please note that we provide abridged, easy-to-understand guidance. To make detailed decisions about your fire safety provisions, you might require further advice or need to consult the full standards and legislation.
