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Terms & Conditions


Santaro Ltd strives for total customer satisfaction. If you have any suggestions, questions or complaints, please do not hesitate to contact us at:
The Terms and Conditions of Santaro Ltd do not affect your statutory rights.

Making A Purchase

Please note, that on this web site we are currently only supplying the UK and Northern Ireland. If you wish to purchase from any other country, please contact us for a quotation. Making a purchase is easy. The site currently uses PayPal to take card orders, alternatively, you are more than welcome to contact us to discuss other forms of payment.

We will always attempt to give you the best advice possible through information on our website and through e-mails and discussions over the phone. But as we cannot check out your particular situation due to distance and time constraint, you are ultimately responsible for choosing the fire escape system and must ensure that you adhere to legislation, Building Regulations and good practice.

Shipping And Packaging

We charge a fixed rate for postage and packaging of £20.00 (including VAT) per order for shipments to the UK and Northern Ireland. Due to the weight of the units, if you are ordering more than one at a time the postage and packaging costs will increase. Please contact us if you are ordering more than one unit. We usually ship the first working day following the order. Most shipments are sent with overnight transport. Should we be out of stock of an item we will inform you as soon as possible. Please note that we cannot be held responsible for deliveries that are delayed due to circumstances beyond our control.

Please check the status of your package immediately before signing the receipt of the goods. If you see damage on the outer packaging, this must be noted on your copy of the delivery note and on the copy of the carrier. Otherwise you might not be able to receive a replacement or refund from us. You can also refuse damaged parcels without signing for these. If you find transport damage AFTER the carrier has left, please inform us instantly. If the claim is made on the same day as the delivery, some of the carriers we use will accept liability. If you claim any later and you had signed for the goods, we might be unable to claim compensation for you from the carrier.
If you add special delivery instructions, as for example 'please leave parcel in porch if not in', we cannot provide you with a proof of delivery, should the parcel go missing. We will, however, provide a proof of shipping, if requested. You are responsible for any losses suffered as a result of a parcel being left in a location at your specific request.
If a customer is not in when delivery is attempted, the delivery driver/postman will leave a card with details of the local depot. Please ring the stated telephone number if required to do so on the card. Please note that if the parcel cannot be delivered after several days and has to be returned, we reserve the right to charge you a second delivery charge for re-delivery, should you still wish to receive the product. Alternatively, we might refund you and cancel the order.

Tax Charges

Our prices include UK VAT of 17.5%

Guarantee and Warranty

We guarantee your satisfaction. Our FireChain Ladders come with a 10 guarantee.

Cancellation of order

You can cancel your order from the moment you order up to 7 days following the day you receive your goods. We will refund the sales price and the initial postage and packing charges within 30 days of receiving the goods back from you. You will need to return the goods at your cost to us within two weeks following the cancellation. Should the goods not be returned within these two weeks, we will collect the goods and deduct the direct costs of this return from your refund. Any returns within the UK must be directed to :
Santaro Ltd
77 Wrestwood Road
East Sussex, TN40 2LP
United Kingdom

Complaints Procedure

Should you have any complaints, please let us know by e-mailing us at
and we will do our best to help you. Your complaint will be treated confidential. We will acknowledge your complaint within 5 working days and will advise you about the length of time it will take to resolve the complaint. We will also keep you informed throughout the process.

Repacking the FireChain

If, for whatever reason you deploy the FireChain you can send the unit back to us for re-packing to ensure that it is ready for future use. All you need pay for is the postage and packaging to and from us.