Shipping and Returns

Delivery

Firepal is only delivering within the United Kingdom, Ireland and to certain European countries. The shipping calculator on checkout will show you what is available. Please enter a postal address for delivery purposes. Note that shipments will be fulfilled via road freight due to the nature of the product so delivery is not overnight.

Shipping costs are calculated by the system and added to your order when you input your address. Failure to provide the correct address will cause delays. Any additional shipping costs in this case are for your account.

If you choose to collect your order or arrange your own courier please make sure that they are aware the product cannot be transported via air freight at this time.

If we cannot deliver your order due to your unavailability or any errors in the information you have supplied it will be returned to us after the courier has made what they deem to be reasonable attempts to deliver. You will need to pay for delivery again.

Returns

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or credit your account, subject to the below terms.

Nothing in this Policy is intended to limit your statutory rights in any way.

Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

1: Unwanted products
You can return an unwanted product to us for a refund, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable);
  • it is not missing any accessories or parts;
  • you log a return request via email within 30 days of delivery to you. After 30 days, you can only return a product if it is defective.

Changed your mind?
Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

  • a product which has been personalised for you or made to your specifications; or
  • a single-use product that has already been used.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will refund you via the payment channel you used originally.

Want to exchange?
If you want to change your product for one of the other items in our catalogue then you will need to send us an email within 10 days of receiving your original delivery.

  • Upgrade: you will be expected to pay the difference in price and delivery charges before we will despatch the new product.
  • Downgrade: once we have received your returned item we will credit you with any saving.

We are entitled to inspect the product to validate your return.

Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in the defective products section below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return.

2: Products damaged on delivery
Should a product be damaged or missing any parts or accessories at the time of delivery please notify us within 7 days of such delivery by logging a return request via email.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product as soon as possible (if we have the same product in stock to use as a replacement) or refund you.

3: Defective products
We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery.

You can do so by logging a return request via email and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice replace the product (if we have the same product in stock to use as a replacement) or refund you if that is your preference. If the replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.

4: Gift Vouchers & Coupons

Where you have used a coupon to pay for an order, and you later cancel your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will refund you the balance. We will reactivate or reissue the coupon as applicable for your future use.

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

5: Charges and refunds

If you return a defective product but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product that does not comply with this Policy, you may be liable to reimburse Firepal for the cost of collecting the product from you and the cost of having the product returned to you.

Under no circumstances will donations be refunded.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account.

Last update: 21 October 2017

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