Quelfire Assurance: What Are My Rights Under Warranty?

Our Promise to You

You may be wondering about our warranty policy and where you stand should you wish to return any goods. We’re here to explain!

Firstly, a warranty policy is essentially a promise made by a manufacturer or seller regarding their product or service.

Warranty protects us and you: the manufacturer and customer.

The manufacturer, by defining their scope of liability and the customer, by providing peace of mind when it comes to associated costs of faulty goods.

What is our warranty policy?

As per our terms and conditions of sale, we guarantee that on delivery, the goods shall be free from faults in design, material, and workmanship.

Once the products have been despatched from our warehouse, it is up to you to ensure all received products are stored correctly and used per the relevant documentation.

Such documentation is available on request or from our Technical Product Documentation page.

Our firestopping products and systems are extensively tested and, where appropriate, CE-marked.

This process requires continuous factory production control and external auditing by UKAS-accredited bodies.

In addition, we hold ISO9001 certification, meaning our processes are monitored and evaluated to ensure consistent results.

Can you return an item under warranty?

The simple answer is yes – you can return an item and get a refund or replace the goods. Your choice!

However, this is only if:

  • Written notice is provided within 14 days of delivery
  • We are provided the opportunity to inspect the goods
  • Any returns are sent to our HQ, with delivery costs covered by you

Unfortunately, we don’t offer an extended warranty period. Once the standard warranty has expired, it is the installer’s responsibility to ensure the installation is in line with best practice and relevant test evidence.

Can a warranty claim be denied?

There may be times when we are not responsible for the goods’ failure to comply with our warranty policy.

In these circumstances, we reserve the right to decline the warranty claim. For instance:

  • The goods have been used after giving notice of any defects
  • The defects are due to not following the instructions for storage, installation, or commissioning
  • They occur as a result of us following any drawings, designs, or specifications provided
  • Goods have been altered or repaired without our written consent
  • The defects arise from normal wear and tear, intentional damage, or neglect of the products
  • If the goods have been altered to meet regulatory standards

Full details about our warranty and returns policy can be read in our Terms & Conditions.

We understand that there may be times when goods need to be returned, and in those moments, we will do our very best to support you!

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Get in touch:

Rebecca Croton

This article was written by Rebecca Croton

Content Marketing Executive

I work closely with the technical and sales team to make sure our customers have all the up-to-date information about our products, tested details, and any other information that they might need.

Learn More About Rebecca Croton