Returns
- 60 day, no questions asked, hassle-free return policy.
- Free return shipping for faulty or incorrect items, whatever the size.
- Aerial acrobatics products products have their own distinct returns policy. Please click here for more details.
- Choose to replace the item or receive a refund.
- Twelve month warranty on almost all products.
- See below for full details of our standard return policy.
GENERAL RETURNS PROCEDURE
STEP 1: CONTACT US
To arrange a return simply contact us with details of the items you would like to return and why. Don't forget to include your order number and contact details!
Sometimes it is not necessary to send the item back and we'll just ask for a photo before replacing or refunding your order.
STEP 2: APPROVAL PROCESS
We'll email you back if we require any further info and once approved we'll either send you the best return address for your location or arrange a collection directly.
Should we need you to return the item please enclose a covering letter containing your name and the address you would like the replacement shipped to, order ID, sales channel (i.e. Firetoys website, ebay or Amazon), reason for return,and contact details.
STEP 3: PACKAGE YOUR RETURN
Please make sure the return packaging is suitable. The packaging we use to send your order to you is intended to protect the goods during that journey only. You may need to add extra protection or repackage the items before returning them to us. It's not a bad idea to photograph the packaging before you send it to us. This will help to resolve any disputes in the unlikely event your parcel is damaged on its way back to us.
It is important that you get and keep hold of proof of postage because if the returned item gets lost in the post you will be responsible for it and we won't be able to replace or refund the item.
We also recommend you insure the parcel for an appropriate amount.
STEP 4: WE FINALISE THE RETURN
Once we've received and checked the return we will process the refund/exchange as agreed. Processing usually takes around a week after which we will ship or refund. We'll be in touch by email if we have any questions.
UNWANTED GOODS
60 DAY RETURNS
We have a “no questions asked” 60 day returns policy, meaning you can return any item within 60 days of you receiving it for any reason. The only thing we ask is that the item(s) are in an “as new” condition and complete with all packaging and components. We may accept returns after 60 days but a restocking fee of 25% of the order value will be applied to these late returns. In other words, we will only refund 75% of the order value if items are returned after 60 days.
REFUNDS
As long as the items are "as new" and the return is initiated within 60 days of receiving the items we will replace or refund the full price of the items. We will also refund the shipping charges you paid on the order but only up to the standard rate (for example, if you paid for express shipping we will only refund the value of standard shipping).
WHO PAYS RETURN SHIPPING COSTS?
You are responsible for the return postage charges, which will vary depending on the size of the item(s) returned.
REMEMBER
Please contact us before you return your item so we can advise on delivery. If you return a product to us that is not in an “as new” condition we reserve the right to return the product to you, or refund you with Firetoys credit vouchers instead of crediting your payment card.
FAULTY AND INCORRECT PRODUCTS
12 MONTH WARRANTY
Almost all of the products we stock are guaranteed to be free from manufacturing defects for one year. In the unlikely event of a product being defective or us sending you the wrong item please contact us to discuss the problem.
RETURNING, REFUNDING OR REPLACING
In the unlikely event that you receive incorrect or defective goods, please contact us and we will ensure that the situation is resolved swiftly and to your full satisfaction, with no cost to yourself.
AERIAL EQUIPMENT RETURNS
Aerial products have a separate returns policy due to the increased safety considerations. To read the full details click here. We're here to help, so if you have any questions just get in touch with us.
