Supply of Goods Terms

1. Who we are, and what these terms cover

These terms are between Prism Integrated Security Solutions LTD (“Prism”, “we”, “us”), a company registered in England and Wales (number 16929066), and the customer who orders goods from us (“you”). They govern the supply of goods — parts and equipment for security systems — that we sell to you without installing them and post to you, at one of your sites or at another address you give us when you order.

They do not cover call-outs, repairs, installing a system, monitoring or a service plan; those have their own terms. A call-out or repair is governed by our Call-out and repair terms, and installing a system by our Terms & Conditions and a signed Job Specification.

The contract is made when we confirm your order to you by email, after recording it with you by phone, by email or in person — or, where you place an order from your Prism portal, when you place it. Our confirmation states what you ordered and its price, and carries these terms in full.

“Consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession. Where you order as a consumer, sections 5, 7 and 15 apply to you in full.

2. The goods and the price

The goods, their quantities and their prices are those stated in your order confirmation. Each part is priced at our catalogue list price at the time you order, and the price is fixed when the order is placed: a later change to our catalogue does not change it.

One order may carry parts for more than one of your systems at the site it is for, and each part is priced by the system it is for. Where your Prism service plan gives a discount on parts for a kind of system, the discount is one line for each plan, beneath the parts it covers — the parts for the systems that plan maintains — and says what it is taken off. The schedule states the rates by system. There is no plan discount on a part for a system we attend on request rather than under a plan, or on a part that is not for one of your systems, and your order says so beside such a part.

Carriage is charged as the schedule states, and is free on an order whose parts come to at least the amount the schedule states, after any plan discount.

Where we are registered for VAT, VAT is charged and shown on our invoices; where we are not, no VAT is charged.

3. Paying

You pay for the whole order, carriage included, before we send anything: by card from your Prism portal, or by bank transfer quoting the invoice number. We send you the invoice with our confirmation, and it is due when it is issued. Nothing is posted, and no supplier is asked to send anything to you, until it is paid.

If nothing at all has been paid on an order 14 days after we confirmed it and sent you its invoice, we may cancel the order, and we tell you by email. Where part of the price has been paid, we do not cancel an order this way: we ask you for the rest, or agree a cancellation with you and refund what you paid.

If we replace an invoice — to correct it, say — we cancel the old one, tell you the new invoice's number, and the 14 days run from the new one.

4. Delivery, risk and title

We deliver the goods within 30 days of your payment, unless we agree another date with you. The whole order goes as one parcel — by Royal Mail, Parcelforce, DPD, UPS or DHL, or straight to you from our supplier — and we send you its tracking number when it leaves.

We deliver to the address on your order. The goods are at our risk until they are delivered to you, or to someone you nominate to receive them other than the carrier, and at your risk from then. They are yours once they have been paid for, which is before we send them.

5. Your right to cancel (consumers)

If you order as a consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel the contract without giving a reason. The cancellation period ends 14 days after the day on which you, or someone you nominate other than the carrier, receive the goods, and you may cancel before they arrive too.

To cancel, tell us clearly before the period ends — by phone on 0330 236 8191, by email to General@prismintegratedsecurity.solutions, or by letter to the address on the model cancellation form below — quoting your order reference. You may use the model form, but you do not have to.

If you cancel before we have posted the goods, we post nothing and refund everything you have paid within 14 days of the day you tell us. If they are posted even so — or our supplier is sent your order — after you have told us, that is ours to put right: ring us on 0330 236 8191 when they arrive and we arrange their return at our cost, and the refund is still due within 14 days of the day you told us.

Where our supplier sends the goods straight to you and already has your order when you cancel, we ask it to stop them. If it does, we refund everything you have paid within 14 days of the day you tell us; if the goods reach you even so, send them back as the next paragraph says.

If the goods have been posted, send them back to us at Prism Integrated Security Solutions LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, quoting your order reference, within 14 days of the day you tell us you are cancelling. You pay the cost of returning them. We refund what you paid for the order, including the standard carriage we charged, within 14 days of the day we receive the goods back, or of the day you send us proof that you have posted them if that is sooner. We refund by the same means you paid, unless we agree another with you.

If you cancel for some of the parts only, send those back as above: we refund what you paid for them — their price, less any plan discount taken off them — and we refund the carriage when the whole order comes back.

You may handle the goods as you would in a shop, to establish their nature, characteristics and functioning. If they have lost value through handling beyond what is needed for that, we may keep an amount for the loss from the refund; if we keep anything, we tell you what and why, and send you an invoice for it.

The right to cancel does not apply to goods made to your specification or clearly personalised — keys cut to your lock, and devices programmed, paired or enrolled to your system at your request. Section 6 lists them.

This right is in addition to your rights if goods are faulty or not as described (section 7).

6. Goods you cannot return

The right to cancel in section 5 does not apply to goods made to your specification or clearly personalised for you, though section 7 still applies to them in full if they are faulty or not as described. For the goods we supply, that means:

• keys cut to your lock;
• detectors, fobs, keypads, hubs and other devices we have programmed, paired or enrolled to your system at your request;
• software licences we have activated for you.

7. Faulty or wrong goods

If you order as a consumer, the Consumer Rights Act 2015 gives you rights in the goods we supply: they must be of satisfactory quality, fit for purpose and as described. If a part is faulty, not as described or not what you ordered, within 30 days of delivery you may reject it for a full refund, or ask us to repair or replace it at our cost. After 30 days you may still ask for a repair or a replacement and, if that does not put it right, a price reduction or a refund. A fault that shows within six months of delivery is taken to have been there when the goods were delivered, unless we show otherwise.

We pay the cost of returning faulty or wrong goods to us. To tell us, ring us on 0330 236 8191 or email General@prismintegratedsecurity.solutions, quoting your order reference and saying what is wrong, and we tell you how to send it back. Nothing in these terms limits these rights.

If you order as a business: if a part arrives faulty or is not what you ordered, tell us within 30 days of delivery and we replace it by post at our cost, and pay the return postage.

8. Warranty

We give no warranty of our own beyond your rights in section 7. The goods carry their manufacturer's warranty, which applies in addition to those rights and does not affect them, and which we administer for you.

A part that is faulty or wrong is dealt with under section 7, and putting it right costs you nothing.

A fault in your security system is reported as any fault is: use Report a fault in your Prism portal, or ring us on 0330 236 8191. A visit to find or fix it is a call-out under our Call-out and repair terms, charged at the call-out tariff in force when you book it.

9. Fitting it yourself

We supply these goods without installing them, and we give no installation advice. Altering a security system can affect its security grade, what your insurer requires and any police response (URN) it holds: check with your insurer, and with whoever monitors the system, before you change anything.

We cannot certify, or answer for, work we did not do. A call-out to a system you have altered is charged as section 8 says.

10. Business customers

If you order as a business, you have no right to cancel the contract once it is made, and sections 5 and 6 do not apply to you.

One of our directors may agree, at their discretion, to take back unused goods in their original packaging that you return within 14 days of delivery. A restocking charge may apply, which we agree with you first and keep from the refund; we send you an invoice for it.

If an amount you owe us is paid late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

11. Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law.

Subject to that: we are responsible for foreseeable loss and damage caused by our breach of this contract or our negligence, and we are not responsible for loss that was not foreseeable when the contract was made, loss caused by events outside our reasonable control, or — where you are a business — loss of profit, business, contracts or goodwill.

Where you are a business, our total liability arising from an order is limited to five times the total of that order's invoice. Where you are a consumer, no such cap applies to loss we are legally responsible for.

A security system is a deterrent and a means of detection and notification. The goods we supply do not guarantee that intrusion, fire or loss cannot occur, and they are not a substitute for insurance.

12. Complaints

If something is wrong, tell us — by phone on 0330 236 8191, by email to General@prismintegratedsecurity.solutions, or from the Complaints page of your Prism portal — quoting your order reference. A complaint is acknowledged within two working days and answered substantively within ten. If you are not satisfied with our final answer, you may be able to refer the matter to a certified alternative dispute resolution provider; we will name one in our final answer. Nothing in this section stops you going to court.

13. Your information

We process your personal information as our privacy policy describes, and keep the record of your order — what you ordered, when and how you agreed to these terms, where it was delivered and how it was paid — for as long as we may need to show it.

The carrier that delivers your parcel is given the name and delivery address on the order, and a phone number or email address only where it needs one to arrange the delivery. Where a supplier sends the goods straight to you, it is given the name, the delivery address and the contact phone number on the order.

14. Governing law

This contract is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — except that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your own courts, and you have the benefit of any mandatory rules of your own law.

15. Your statutory rights

Nothing in these terms takes away or reduces any right the law gives you that cannot be excluded by agreement. If you order as a consumer, that includes your rights under the Consumer Rights Act 2015 — that goods be of satisfactory quality, fit for purpose and as described — described in section 7, and your cancellation rights under the Consumer Contracts Regulations 2013, described in section 5. If any part of these terms is found unenforceable, the rest stands.

Schedule — the supply tariff (version 2026-10.1)

These are our charges and delivery times for an order placed while this version is in force. Where we are registered for VAT, VAT is charged and shown on our invoices; where we are not, no VAT is charged.

• Parts: at our catalogue list price, fixed when your order is placed.
• Carriage: £6.95 an order, sent as one parcel — free when the parts come to £150.00 or more after any plan discount.
• Delivery: within 30 days of your payment, by Royal Mail, Parcelforce, DPD, UPS or DHL with a tracking number, or straight to you from our supplier.
• Payment: in full before we send anything — by card from your Prism portal, or by bank transfer quoting the invoice number.
• Plan discount on intruder alarm parts: Silver plan 10%, Gold plan 20%.
• Plan discount on access control parts: Gold plan 20%.
• No plan discount on CCTV, fire detection or network parts, on parts for a system we attend on request, or on parts not for one of your systems.
• Unpaid orders: an order with nothing paid 14 days after we confirmed it and sent its invoice may be cancelled by us (section 3).

Model cancellation form (consumers)

To: Prism Integrated Security Solutions LTD, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ; email General@prismintegratedsecurity.solutions. I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: parts order [reference], ordered on [date], received on —. Name of consumer(s): —. Address of consumer(s): —. Signature of consumer(s) (only if this form is notified on paper): —. Date: —.