Returns and Refunds

This policy applies to purchases of SFPL CONNECT hardware from Specific Fire Protection Limited (“SFPL”). It explains when returns or refunds may be considered and how to raise a claim.

For warranty coverage on manufacturing defects, see the device warranty in our Terms and Conditions.

SFPL does not offer return or refund on devices once sold, except in the limited situations described below. This helps us maintain stock integrity and support traceability for safety-related equipment.

A return or refund may be considered only if:

• The device has a manufacturing defect confirmed after inspection by SFPL or an authorized representative
• The device was damaged in transit and the issue is reported promptly with supporting evidence

All other reasons—including change of mind, incorrect ordering by the customer, or damage after delivery—are not covered under this policy.

If you receive a device that appears damaged, notify SFPL as soon as possible—ideally within 48 hours of delivery—and before installing or powering the unit.

Keep the original packaging, shipping labels, and all contents. Photos or video showing the outer carton, inner packing, and the device help us verify the claim with the carrier.

Contact SFPL with the following information:

• Order or invoice number and date of purchase
• Device model and serial number (if available)
• Description of the defect or shipping damage
• Photos, videos, or shipment details as applicable

SFPL will review your submission and respond with next steps, which may include inspection, replacement, repair under warranty, or refund—depending on the outcome of verification.

• Improper installation, misuse, or unauthorized modification
• Accidental damage, neglect, or normal wear and tear
• Damage from environmental extremes, power surges, or external electrical faults
• Issues reported outside the applicable claim or warranty window