Returns Policy: Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to restore them to The Company at The Customer's cost and to take reasonable care of those goods in the meantime.
All items being returned by The Customer must be in their original condition and packaging within 30 days of receiving the goods. If these conditions are met, Safety First Aid Group Limited will issue a full refund for the goods, or exchange items where required. In addition to this, customers are asked to include their tear off slip from the despatch note with the goods being returned, so as to prevent any further delay in dealing with your request.
Safety First Aid Group Limited will only refund the delivery charge if the return is as a result of our error, or as a result of a genuine fault with an item but instructions in these instances should be sought from the sales office first. In the case of faulty goods, faults can only be determined upon return of your item and at the discretion of Safety First Aid Group Limited. Safety First Aid Group Limited are not be responsible for the loss of your items when returning them to us, however we do request that you return items via 1st class recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.
Returning an Item:
Safety First Aid Group Limited offer a 30 day refund or exchange policy on all items purchased, providing they meet the conditions set out in our returns policy. If you are returning an item with a genuine fault please contact the office first with details of the fault and request instructions for returning it to us at our cost. If a faulty item is returned to us without prior notification, please be advised we cannot refund your postage costs.
How do I return an item?
The Despatch Note we sent with your order also doubles up as a returns form. At the bottom of your Despatch Note you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next (exchange, refund or other). For exchanges, please state the size and product code of the item you require to enable us to deal with your request.
Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:
Safety First Aid Group Limited
Unit 18 Eyncourt Road
When will I receive my Refund or Exchange?
When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the returns form you filled in when sending back your item. Exchanges will be processed and dispatched immediately, unless there are any unforeseen problems with your returned item, which may include the goods, the return information provided or if the items you require are out of stock.
Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.
We’ve outgrown our existing warehouse and we are currently moving. You may experience a slightly longer lead time for you to receive your order during this period. Orders may take 2-3 days more than our standard stated delivery time but we will endeavour to despatch your order as soon as we can. We are sorry for any inconvenience this may cause.
All goods quoted for delivery shall be delivered to the address instructed by the Customer. We would always endeavour to send items together, however based on stock availability, items may sometimes be sent in separate packages to ensure delivery is as quick as possible. The cost of goods delivered will be charged to the Customer as defined on the web site. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The Company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. firstaid.co.uk require a 14 working days waiting period before being able to trace, replace or refund lost items.
Dispatching your Goods:
First Aid Online's opening hours are between 8.30am and 5.00pm Monday to Friday, and our sales team will be happy to deal with any queries you might have during these times.
Delivery Methods & Times:
First Aid Online use various delivery methods, dependent upon the weight of the parcel. These methods include Royal Mail and Courier delivery services. Standard delivery usually takes 3-5 working days from date of posting, but may take longer if circumstances beyond our control disrupt postal services. First Aid Online cannot process claims for loss of goods until 14 working days (3 weeks) have passed. If the standard tracked (no signature) or recorded service has been used and the item is stated as delivered we may not be able to replace goods unless a full investigation shows the items have been stolen in transit or on delivery, a crime number may be required.
The standard delivery charge is £4.95 for orders under £40 ex.VAT or free on orders £40 or over ex.VAT (UK mainland only, excluding islands and Scottish Highlands)
Delivery charges for non-UK mainland and Scottish Highland addresses our detailed below. Delivery charges are subject to change. Safety First Aid reserve the right to change delivery charges without prior notice.
For international delivery please contact our Customer Services Team.
Please note that Royal Mail classes aerosols as a prohibited item for despatch. We can usually despatch these items within the UK with no problems but any transport by air will pick up on the restricted items, this usually includes Northern Ireland, Jersey and Guernsey (although classed as UK) and Ireland. If your order includes an aerosol and the parcel is returned to us due to the prohibited item, Safety First Aid's is not responsible for the delay or for refunding the postage but will contact you regarding delivery and discuss further options.
Payment by credit/debit card: Card payments are accepted via secure payment provider Opayo (by Elavon).
Payment by PayPal: Payment via PayPal is accepted.