Shipping & Returns

We use a variety of couriers for our deliveries. All services include online tracking and will require a signature upon delivery.

NOTE: All weights displayed on our website for each product includes packing materials.


Returns: Returns will only be accepted within 14 days of delivery, and only then if the item is faulty, or not as described. See conditions below. IMPORTANT NOTE: You are not obliged to accept any parcel if the package is damaged, regardless of its delivery method. If you believe the packaging is damaged sufficiently that it would probably cause damage to the content, you have the right to refuse delivery. The item will be returned to us at no cost to you. A replacement item will ship upon its return.


Damaged Goods:
If you accept delivery and find the item is damaged, you need to notify us within 7 days if you wish to proceed with an insurance claim. The item must be returned in it’s original packing with a note stating what is damaged. Please be aware that the claims process with any courier company is slow, usually because of the lack of proof that the item was actually damaged in transit.

Faulty Goods:
If you find that the product you have purchased is faulty, please contact us within 7 days to lodge your request to return the product. The item can then be returned to us at your expense to be assessed before we provide a replacement. If the item is found to be faulty as stated, we will ship you a replacement product at no cost to you.

All the information you need to make an educated decision about whether a product is suitable for your intended purpose, is available on this website through links on the product description page. Other relevant information can be found on the menu under INFORMATION LINKS. If for some reason you are still unsure, we advise you to call us directly to get the advise you need. For this reason, refunds will only occur if the customer can show that the item description was inaccurate, causing them to purchase on misinformation.

It is the responsibility of the purchaser to ensure that any product purchased from Fire Defender will suit the purpose and/or will meet the requirements of the building code you are required to comply with.

We do endeavour to ensure our product descriptions are accurate however, we are human and make mistakes or overlook things. Under these circumstances, the customer will have the option to upgrade to a product that suits, or a full refund including shipping fees upon return of unopened goods.

Please initiate your return request by clicking on this email address Include your details used for the original purchase, invoice number, and the reason to the request to return. in the case of faulty product or product damaged in transit, if possible provide photo’s.

NOTE: If we do authorise a return, you must return/ship it within 5 business days using a shipping method with tracking. Please email us the tracking number along with your details used for the original purchase including trhe invoice number. If any product returned is found to be no suitable to resell, the refund offer will be withdrawn. (other than faulty product)