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Terms and conditions

The Survivor System LLC · Effective 5 November 2026 · هذه الصفحة متاحة باللغة الإنجليزية.

Short version: you are buying a single-use emergency escape hood. Prices include duties and VAT for the UAE and GCC. Sealed, unopened masks can be returned within 30 days of delivery. The mask only works if you keep it sealed until an emergency and follow the four steps printed on the case.

1. Who we are

survivorsystem.com (the "site") is operated by The Survivor System LLC, a limited liability company registered in the State of Delaware, United States ("Survivor System", "we", "us"). We design and distribute the Survivor System 60-Minute Emergency Fire Escape Mask, model TSS-60X (factory designation XHZLC 60), which is manufactured for us in the People's Republic of China.

2. The agreement

These terms and conditions apply to every order placed through the site and to your use of the site. By placing an order you confirm that you are at least 18 years old, that you accept these terms, and that you have read the safety information in section 8. If you do not agree, do not order.

These terms do not limit any rights you have under laws that cannot be excluded by contract, including the consumer protection laws of the country in which you live.

3. The product

  • The mask is a filtering escape hood for one-time self-rescue from a building fire. It is not an oxygen supply, not a firefighting tool and not protective equipment for work.
  • The mask has been tested to EN 403:2004 (filtering respiratory devices with hood for self-rescue from fire). Testing to a standard describes how the product performed under test conditions. It is not a guarantee that any person will survive any fire, because the outcome of a fire depends on circumstances we do not control, including how quickly the mask is put on, whether the seal is intact, the route taken and the conditions in the building.
  • Each mask is supplied vacuum-sealed in a foil bag inside a hard clamshell case, with instructions printed on the case in English and Arabic. The manufacture and expiry dates are printed on the case. The mask must not be used after its expiry date.
  • Product photographs and the demonstration clips on the site are for illustration. Minor differences in colour, print or packaging may occur between batches.

4. Orders

  • Your order is an offer to buy. We accept it when we send you a dispatch confirmation. Until then we may decline or cancel an order, for example where stock is unavailable, where a price or description was shown in error, where payment cannot be verified, or where we cannot deliver to the address given. If we cancel an order you have already paid for, we refund it in full.
  • You must give accurate contact and delivery details. We may contact you by email, SMS or WhatsApp about your order.
  • Orders of more than 10 masks may be treated as wholesale orders under section 10.

5. Prices and payment

  • Prices are shown in UAE dirhams (AED). For deliveries to the United Arab Emirates and other GCC countries the price shown at checkout includes shipping where stated, import duties and VAT, so there is nothing further to pay on delivery.
  • Payment is taken in full at the time of order through our payment provider. We accept the payment methods shown at checkout. We do not see or store your full card number.
  • Promotional prices, launch offers and bundle discounts apply only for the period and quantities stated and cannot be combined with other offers unless we say so.
  • If a price is obviously wrong, we may cancel the order and refund you rather than supply at the wrong price.

6. Delivery

  • We deliver to the United Arab Emirates and, where shown at checkout, to other GCC countries by tracked courier. Typical delivery time is 5 to 8 business days from dispatch. Delivery times are estimates, not guarantees, and may be longer during public holidays, customs inspection or events outside our control.
  • You receive a tracking number by email when the parcel is dispatched. Please check the parcel on delivery and tell us within 48 hours if it arrives damaged or incomplete.
  • Risk in the goods passes to you on delivery to the address you gave, or to a person at that address who accepts the parcel. Ownership passes when we have received payment in full.
  • If delivery fails because the address was wrong or nobody was available after the courier's attempts, the parcel may be returned to us. We will refund the price of the goods less the courier's return cost, or re-send on request at your cost.

7. Returns and refunds

  • 30-day returns. You may return any mask within 30 days of delivery for a refund, provided the foil vacuum bag is sealed and unopened and the mask is in its original case with the instructions intact. Contact us first so we can give you the return address and a reference.
  • Opened masks. A mask whose vacuum bag has been opened cannot be resold as a safety device and cannot be returned unless it is faulty. Opening the bag outside an emergency uses up the mask.
  • Faulty or wrong items. If a mask arrives damaged, past its expiry date, with a broken seal, or is not what you ordered, tell us within 48 hours of delivery with photos and we will replace it or refund it in full, including delivery.
  • Return shipping. For change-of-mind returns you pay the cost of sending the mask back and you are responsible for it until it reaches us, so use a tracked service. For faulty or wrong items we pay.
  • Refund timing. We refund to the original payment method within 14 days of receiving the returned mask, or within 14 days of agreeing a refund for a faulty item.
  • Your statutory rights are not affected by this section.

8. Safe use

The mask is a safety device. By ordering you agree to read and follow the instructions and warnings printed on the case before an emergency, and in particular:

  • Single use only. Do not reuse a mask after the foil bag has been opened.
  • The mask is an air-filtering respirator, not an oxygen supply. Do not use it where the oxygen level is below 17%.
  • Keep the foil bag sealed until an actual emergency.
  • Keep the case out of reach of children. The mask is a choking and suffocation hazard and is not designed for young children. Do not allow children to handle or play with it.
  • Thick beards, long hair or clothing trapped inside the neck collar can break the seal. The elastic collar must touch bare skin on the neck.
  • The mask is for one-time self-rescue only. Do not enter a burning building or attempt to fight a fire while wearing it.
  • Check the expiry date printed on the case and replace the mask before it expires.

The mask does not replace smoke alarms, sprinklers, an evacuation plan or the instructions of the emergency services. Always leave the building by the nearest safe exit and call the emergency services.

9. Warranty and liability

  • We warrant that each mask will match its description on the site and be free from defects in materials and workmanship on delivery. If it is not, your remedy is replacement or refund under section 7.
  • Except as set out in these terms and as required by law, we give no other warranty, express or implied, and we do not warrant that the mask will prevent injury or death in any particular fire.
  • To the fullest extent permitted by law, our total liability to you for any order is limited to the amount you paid for that order, and we are not liable for indirect, incidental or consequential loss, or for loss caused by failure to store or use the mask as instructed, by use after the expiry date, by modification of the mask, or by use for any purpose other than self-rescue from a building fire.
  • Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded or limited by law.

10. Wholesale orders

Orders for buildings, offices, schools, hotels and resellers are handled under a separate quotation and written terms, which take precedence over these terms where they differ. Contact us with the quantity and delivery address for pricing.

11. Content and trademarks

The site, its text, photographs, demonstration clips, packaging artwork and the Survivor System name and logo are owned by or licensed to The Survivor System LLC. You may not copy or use them for any commercial purpose without our written permission. EN 403 is a European standard; reference to it describes testing and does not imply endorsement by any standards body.

12. Governing law and disputes

These terms are governed by the laws of the State of Delaware, United States, and any dispute is subject to the courts of Delaware, except that if you are a consumer you also keep the protection of the mandatory laws, and the right to bring a claim in the courts, of the country in which you live. If any part of these terms is found to be unenforceable, the rest continues to apply. Before starting any legal action, please contact us; most problems can be sorted out directly.

13. Changes to these terms

We may update these terms from time to time. The version published on the site when you place an order is the one that applies to that order. The effective date at the top of this page shows when the current version was published.

Contact

You can reach us through the contact details shown in the footer of survivorsystem.com.