Below are a collection of commonly asked questions we recieve from our UK visitors. If you need any further help or advice, please do not hesitate to contact us and we'll be happy to help. Please note that the answers apply only to our UK customers.
Fire Escape Ladders
I have an 11 inch window sill. Do all your escape ladders fit?
My window sill has got no lip or overhang. Does this matter?
I have a radiator underneath the window sill. Can I still use your ladders?
My window sill is unsound. Can I still use your ladders?
My window is more than 25ft off the ground. Which escape ladder can you recommend?
I have a Velux window. Which ladder can you recommend?
I have a Dormer window. Which ladder can you recommend?
Are the ladders safe for children?
Where can I store the ladder?
Can I practise the escape routine?
I have double-glazed windows that don't fully open. Can I still use your ladders?
My window only opens at the top. Can I use a fire escape ladder?
I would like to see your ladders before I purchase one. Where can I see one?
I have very limited space around the window. Which escape ladder do you recommend?
I want to fit an escape ladder on a balcony or over a railing. What do you recommend?
Fire Extinguishers
Which fire extinguisher do you recommend?
Can you refill extinguishers and do you sell re-fillable extinguishers?
Where can I store the extinguishers?
Problems with the Shopping Process
I cannot see the prices on your website. Why?
I need my purchased product urgently!
I don't live in the UK, Ireland, Germany or USA. I still would like to order.
What can I do?
I don't want to use credit cards to pay. How can I pay?
Returns Policy
Can I return my purchased products under any circumstances?
Who pays for the return of the products?
When do I receive my refund?
Do I receive a full refund?
Bulk Orders
We are a retailer and would be interested in selling your products. What can
you offer?
We are a Housing Association and would like to order a number of items. Do you
offer discounts for bigger quantities?
Q: I have an 11 inch window sill. Do all your escape ladders fit?
A: Bank's permanently installed fire escape ladders are independent from the window sill or wall thickness. They are simply fitted
in a little box on the inside wall underneath the window; be it a normal sash
window, a dormer window or a Velux window. The ladder contained in the box will
span any wall or window sill thickness.
Our Kletter-Fix mobile escape ladders are also independent from the window sill or wall thickness.
When used for the escape through a window, this ladder is hooked over a bar permanently
fitted on the inside, as and when it is required. The ladder can therefore span
any wall thickness.
For the other ladders it is not the window sill thickness but the wall thickness
that is relevant!
The Kidde fire escape ladder is suitable for a wall thickness of up to 11 inches.
The Franklin MFG Saf-escape ladders are sold in three versions: for walls not thicker than 9.5 inches, for walls
not thicker than 16 inches and for walls not thicker than 20 inches.
If you need escape ladders for even thicker walls, please inform us per e-mail
at notification@safelincs.ie
Q: My window sill has got no lip or overhang. Does this matter?
A: No. None of the ladders requires an overhang of the sill, neither on the inside
nor the outside, as the ladders locate against the wall and the top of the sill,
only.
Q: I have a radiator underneath the window sill. Can I still use your ladders?
A: The permanently installed Bank's fire escape ladder can be installed underneath most radiators as it is contained in a very small
box (14ft ladder: L300 x H125 x D75; 21ft, 27ft, 28ft ladder: L300 x H165 x D75)
that fits below most radiators. If the ladder box is fitted over a skirting board
it must be ensured that the full length of the screws is placed in the brick/stone
of the wall! If in doubt, please contact a builder or our installation service.
Our Kletter-Fix mobile escape ladders only require space for the special wall-mounted steel
bar to be screwed to the wall. The ladder is then hooked to this bar in an emergency.
The bar can be fitted underneath the window sill or above the window, as long
as the masonry is sound.
from the window sill or wall thickness. The Kidde and the Franklin escape ladders only require about one inch of space underneath the window sill.
Q: My window sill is unsound. Can I still use your ladders?
A: The permanently installed Bank's fire escape ladder is screwed into the masonry underneath the window sill. As long as this masonry
is sound, there is no problem. If in doubt please contact your builder.
The Kletter-Fix mobile escape ladders require a bar to be fitted below or above a window. It
is therefore important that the masonry is sound. The window sill is only required
as a handhold and to straddle while you are climbing out of the room onto the
ladder. If in doubt please contact your builder.
The Kidde and Franklin escape ladders are hooked over the window sill with large hooks resting against the inside
wall and the outside wall. This means that the window sill itself does only take
a vertical load and will not slip as long as the hooks are placed correctly.
Please ensure that the wall is of sound structure and follow the written instructions
supplied with your ladder.
Never hook the ladder hook-ends over the frame of the window, only!
Q: My window is more than 45ft off the ground. Which escape ladder can you recommend?
A: Banks offers special versions of the Banks Fire Escape Ladder at different lengths. Please e-mail our staff with any special requests to service@safelincs.ie
Q: I have a Velux window. Which ladder can you recommend?
A: The permanently installed 27ft Banks Fire Escape Ladder is well suited. It has a number of rope rungs to cover the length of roof from
the window to the end of the roof to ensure that you can easily grip the rungs
on your descend.
The Franklin MFG escape ladder is also suitable. But you must ensure that the ladder can slide down the roof
without getting tangled in the guttering. For this purpose it might be necessary
to apply the ladder without the screw-on standoffs. When receiving your ladder
you must ensure immediately that the ladder can be applied easily and safely.
If not, please return the ladder for a full refund. Please note that, when placing
weight on the ladder, the guttering might get damaged. This is obviously no hinderence
in the case of an emergency but must be considered when testing the ladder.
Both the Kidde and the Kletter-Fix escape ladders are not suitable for Velux
windows.
Q: I have a Dormer window. Which ladder can you recommend?
A: The permanently installed 27ft Banks Fire Escape Ladder is well suited. It has a number of rope rungs to cover the length from the window
to the end of the roof to ensure that you can easily grip the rungs on your descend.
The Franklin MFG escape ladder is also suitable. But you must ensure that the ladder can slide down the roof
without getting tangled in the guttering. For this purpose it might be necessary
to apply the ladder without the screw-on standoffs. When receiving your ladder
you must ensure immediately that the ladder can be applied easily and safely.
If not, please return the ladder for a full refund. Please note that, when placing
weight on the ladder, the guttering might get damaged. This is obviously no hinderence
in the case of an emergency but must be considered when testing the ladder.
Both the Kidde and the Kletter-Fix escape ladders are not suitable for Dormer
windows.
Q: Are the ladders safe for children?
A: Children should only use the ladders under adult supervision. The supervising
adult should usually exit first to stabilise the ladder with his weight and to
be able to help the child onto the ladder.
Please note that the ladder should not be used for any other purpose than an
emergency exit.
Very small children should be carried by an adult in a baby carrier.
Q: Where can I store the ladder?
A: The Franklin, Kidde and Kletter-Fix escape ladders are contained in cardboard
boxes. They can be stored under a bed or on top of a wardrobe. Please ensure that
children have no unsupervised access to the escape ladder!
Q: Can I practise the escape routine?
A: The Franklin Saf-escape ladders can be fully tested and in actual fact must be installed at least once to assemble
the standoffs in the relevant positions. However, test the ladder at this point
by standing on the bottom rung to test the soundness of the anchorage first. There
are clear instructions provided with the ladder to show how the ladder must be
re-packed after a test to ensure the perfect application of the ladder in an emergency.
The Kletter-Fix mobile escape ladders can be fully tested and we recommend that you test it
by deploying it according to the provided instructions. You then stand on the
bottom rung to test the strength of the anchorage before climbing up or down the
ladder. Please ensure you re-pack the ladder afterwards according to the instructions.
The Kidde escape ladder can only be tested by placing the hooks over the window sill. The velcro strap
securing the pack of rungs must not be undone. Otherwise any warranty for the
product becomes invalid. This is to ensure that in the case of emergency the ladder
unfolds perfectly.
The Banks fire escape ladder must not be tested! It must stay in the box up to the point of an emergency.
This is to ensure that the folded rope and the rungs unfold perfectly in the
case of an emergency. If you wish to test the ladder you can ask a professional
installer for a demonstration.
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Q: I have double-glazed windows that do not fully open. Can I still use your
ladders?
A: You might if you can break the panes safely to escape. You might want to keep
a hammer or special tool available for this purpose. Obviously it is difficult
to test your ladder under these circumstances, so special caution must be taken
when choosing a ladder. Please note that we only recommend the Franklin Saf-escape
and the Kletter-Fix ladders for this applications as sharp glass fragments might
damage the ropes or the fabric of the Banks and Kidde escape ladders.
Q: My window only opens at the top. Can I use a fire escape ladder?
A: Only if you can break the bottom pane safely to escape. You might want to keep
a hammer or special tool available for this purpose. Obviously it is difficult
to test your ladder under these circumstances beforehand, so special caution must
be taken when choosing the best ladder. Please note that we only recommend the
Franklin Saf-escape and the Kletter-Fix ladders for this applications as sharp
glass fragments might damage the ropes or the fabric of the Banks and Kidde escape
ladders.
Q: I would like to see your ladders before I purchase one. Where can I see one?
A: Please let us know where you live(service@safelincs.ie) and we will put you in contact with the nearest distributor. You can also order
a ladder and return it to us within 30 days if you do not wish to keep it. We
will fully refund your payment to us.
Q: I have very limited space around the window. Which escape ladder do you recommend?
A: We can recommend our Kletter-Fix mobile escape ladders. All the space you require is a small aread for a wall-mounted
steel bar fitted either underneath the window sill or above the window. The ladder
is then hooked over this bar in an emergency.
Q: I want to fit an escape ladder on a balcony or over a railing. What do you
recommend?
A: Our Kletter-Fix mobile escape ladder can be hooked over the structurally sound railing of a
balcony or any other sound railing.(max width 70mm) .
Fire Extinguishers
Q: Which fire extinguisher do you recommend?
A: It depends from the circumstances. Please refer to our multiple choice section for details of application.
Q: Can you refill extinguishers and do you sell re-fillable extinguishers?
A: No. We do not offer refill services, as we believe it to be cheaper for you
to replace the extinguishers after the stated lifespan.
Q: Where can I store the extinguishers?
A: The Kidde extinguishers come with brackets to fit them to a wall.
The Superfoam extinguisher can be stored in cupboards.
The EI fire blanket can also be bracketed to the wall.
Shopping Process
Q: I cannot see the prices on your website. Why?
A: We are using 'cookies' to operate our shopping cart systems. If your browser
settings are set at too high a security setting, your computer might not allow
the 'cookies'. Please allow temporarily the usage of cookies while you are brwsing
our website. Alternatively, please ring us and place an order over the phone.
Our cookies contain only information about the shopping cart!
Q: I need my purchased product urgently!
A: Please ring us and we will quote you the special freight costs.
Q: I don't live in the Ireland, The UK, Germany or USA. I still would like to
order. What can I do?
A: Please e-mail our sales staff at service@safelincs.co.uk with your request and we will quote you a price including the added delivery
costs. We will also contact you per phone so that you can purchase our products.
Q: I don't want to use credit cards to pay. How can I pay?
A: You can pay by cheque. Please complete the 'pay by cheque' option on the purchase
page of our online shopping cart, or simply send us a letter with a description
of the product desired with a cheque payable to Safelincs for the correct amount
including postage to:
Micom Fire Protection
Drumcreeghan, Latton
Castleblayney
Co. Monaghan
Returns Policy
Q: Can I return my purchased products under any circumstances?
A: We strive to give you full satisfaction and will always try to act according
to your wishes. We are accepting returns for any reasons within 30 days of you
receiving your purchase. However, there are some restrictions linked to the nature
of our safety products.
The Kidde fire escape ladders will only be accepted as a return as long as the
velcro strap holding together the rungs has not been undone.
The Banks escape ladder will only be accepted as a return as long as the plastic
container with the ladder has not been opened.
We do not accept smoke alarms and fire extinguishers unless they are still in
the original, unopened packaging. The smoke alarm for the deaf and hard of hearing,
however, can be opened and still be returned, as this is important to assess the
suitability of the product for your needs.
This does not affect your statutory rights.
Q: Who pays for the return of the products?
A: The cost for the return is carried by the customer.
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Q: When do I receive my refund?
A: As soon as we receive the goods, we will check the state of the goods and immediately
instruct Worldpay to refund you on your credit card. If you paid by cheque we
will send you a refund cheque.
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Q: Do I receive a full refund?
A: Yes. You will be refunded the full amount paid to us by yourself. The only exception
is the cost for special delivery charges we might have paid if you have requested
special delivery.
Bulk Orders
Q: We are a retailer and would be interested in selling your products. What can
you offer?
A: We are supplying a number of retailers in the UK and other countries with batches
of fire safety equipment. Please send us an e-mail to quotations@safelincs.ie stating the type of product you are interested in and the required volumes.
Please state also a delivery address and we will reply quickly.
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Q: We are a Housing Association and would like to order a number of items. Do
you offer discounts for bigger quantities?
A: Yes. If you order more than three pieces per item we will offer you a discount.
Please e-mail discount@safelincs.ie with the details and we will send you a description of our discount scheme