F S P INTERNATIONAL SAFETY EQUIPMENT TRADING L.L.C.
Effective date: 01 November 2026
This policy explains cancellation, returns and refunds for fire-fighting, fire safety, personal protective equipment, marine safety and industrial safety products supplied by FSP International in the UAE. It applies alongside the agreed order terms. Nothing in this policy excludes or reduces any mandatory right or remedy under applicable UAE law.
1 Enquiries and confirmed orders
Submitting a website enquiry or requesting a quotation does not, by itself, confirm a purchase or create a payment obligation. An enquiry may be withdrawn before an order is confirmed. Order confirmation and payment obligations are governed by the quotation and contractual terms agreed between FSP International and the customer. An enquiry acknowledgement is not an order acceptance.
2 Order cancellation
Please submit cancellation requests in writing to info@fspinternational.ae with the order or quotation reference. Under FSP International’s commercial cancellation procedure, customers may request cancellation within 24 hours of order confirmation, provided processing, procurement, customisation or dispatch has not commenced. This is a company procedure, not a statutory cooling-off period or a limit on mandatory legal rights.
Once processing, dispatch or customer-specific procurement has begun, a change-of-mind cancellation may require our written agreement. This includes special-order, customised, non-stock and imported goods. Any cancellation charges must have a lawful basis and be explained to the customer; no automatic cancellation or restocking fee is imposed by this policy.
If we cannot fulfil an order for a reason attributable to us, we will notify the customer and refund amounts paid for the unfulfilled goods and any associated delivery service not provided, unless the customer agrees to an alternative. Mandatory rights relating to non-delivery or delay remain unaffected.
3 Reporting delivery problems and defects
Please report visible damage, shortages or incorrect deliveries as soon as reasonably possible, preferably within 48 hours of receipt, so that we can investigate promptly. This requested reporting period does not extinguish rights concerning hidden defects, warranty claims or other remedies available under applicable law. Report a defect discovered later promptly after discovery.
Provide your name or company name, invoice or other proof of purchase, order or quotation reference, product model and quantity, and a description of the issue. Photographs or videos are helpful where reasonably available; they are not an absolute condition for a valid statutory claim.
Stop using goods that appear unsafe. Do not discharge, dismantle, repair or ship hazardous or pressurised equipment without appropriate instructions and handling arrangements. Contact us to agree safe assessment and collection.
4 Returns and statutory remedies
We will assess defective, damaged, incomplete or incorrectly supplied goods and provide the remedy required by applicable law. For qualifying technology-based purchases, this also includes relevant discrepancies from the stated description or agreed contract terms, and delivery delays that make the goods unusable for their intended purpose, subject to the applicable statutory conditions and exceptions.
Where a defect arises from preservation, storage, handling, installation or another cause for which the supplier is responsible, Article 27 of Cabinet Resolution No. 66 of 2023 provides the consumer with a choice of returning the goods for a refund, replacement or repair without charge. We will honour that choice where the provision applies. We will also comply with applicable obligations to provide alternative goods during repair or replacement and compensation where required.
Store credit or a different remedy will not be imposed instead of a refund or other remedy to which the customer is legally entitled. Any optional credit arrangement requires the customer’s agreement.
Please contact us for return authorisation and collection or delivery instructions before sending goods back. We may inspect the goods to establish the issue, but our administrative approval procedure does not override a valid statutory entitlement. Inspection and claim handling will be carried out without undue delay.
5 Change of mind and restricted products
Returns solely for a change of mind are subject to our written agreement and the applicable order terms, without prejudice to mandatory legal rights. For these discretionary returns, goods should be unused, uninstalled and unmodified, in their original packaging, with accessories, manuals, labels and documentation.
We generally do not accept discretionary returns of used, discharged, installed or commissioned fire-fighting equipment; installed detection, suppression or emergency lighting equipment; used PPE or hygiene-sensitive items; customised or specially manufactured goods; goods procured specifically for a confirmed order; or goods damaged through misuse. Any restriction on clearance goods must have been clearly disclosed before purchase.
These restrictions do not automatically exclude a claim for defective, unsafe or incorrectly supplied goods. Opening packaging, installation, or reasonable examination does not by itself determine whether a statutory claim is valid. The nature of the defect, use and applicable legislation will be considered. Damage caused by misuse is distinct from a defect for which the supplier is responsible.
6 Refunds and transport costs
Refunds will be made when a cancellation is agreed or a refund entitlement is established. We will normally use the original payment method; another lawful method may be agreed in writing. We aim to initiate the refund within 5–7 working days of that determination. This is FSP International’s service target, not a statutory waiting period, and does not extend any shorter deadline required by law.
Bank or payment-provider posting times may vary. We will provide confirmation of refund initiation on request. A mandatory refund will not be substituted with store credit without the customer’s agreement.
For a discretionary change-of-mind return, the customer normally bears return transport costs unless agreed otherwise. Where a statutory remedy must be provided without charge, we will arrange and bear the necessary return and replacement transport costs and will not deduct administrative, restocking or bank charges in a way that reduces the customer’s legal entitlement. Other delivery-cost treatment depends on the reason for the return and applicable law.
Package goods securely and follow the agreed collection instructions. Hazardous, pressurised or regulated goods require suitable transport arrangements; do not send them through ordinary courier services without confirmation that the service is appropriate.
7 Warranty and recurring defects
Product-specific manufacturer warranties may provide additional coverage. Their duration, scope and claim procedures will be communicated with the relevant product or order documentation. FSP International will fulfil its own applicable warranty and after-sales obligations; referring a claim to a manufacturer does not remove those obligations.
If defects recur or cannot be remedied, we will provide any replacement, refund or other remedy required under applicable UAE law. Manufacturer terms and this policy do not restrict mandatory remedies. Customers may contact FSP International directly for assistance with a warranty claim.
8 Business orders and agreed terms
Accepted quotations, purchase orders and written agreements may contain additional lawful cancellation, return, delivery and warranty terms. These apply only to the extent permitted by applicable law. A business purchase is not automatically excluded from consumer protection solely because the purchaser is a company; the statutory definition of consumer includes qualifying legal persons.
9 Complaints and policy changes
Contact us using the details below to raise a complaint or request review of a decision. This does not restrict your right to approach the competent UAE authority or court. We will update the policy with a revised effective date when needed. Later revisions will not retrospectively reduce rights arising under an existing transaction.
10 Contact us
F S P INTERNATIONAL SAFETY EQUIPMENT TRADING L.L.C.
Email: info@fspinternational.ae
Phone / WhatsApp: +971 56 262 6630
Website: https://fspinternational.ae/
Address: Office 407, 4th Floor, Al Mulla Tower, Sharjah, UAE