Aerial Equipment Returns Policy
- 60 day, hassle-free return policy.
- Free return shipping for faulty or incorrect items
- Twelve month warranty on almost all products.
- Unfortunately aerial apparatus that has been use cannot be returned.
Before you return
CONTACT US
We try to be good people here at Firetoys so we fully comply with the consumer contracts regulations (CCR) and, in fact, go well beyond their minimum standards.
You must contact us first before returning an item. This helps us process your return much more quickly. Sometimes it is not necessary to send the item back and we'll just ask for a photo before replacing or refunding your order.
SAMPLES
We understand you may need to look at the item to know if it is suitable so we can send free samples of Firetoys silk material and Firetoys rope for you to inspect before you buy.
UNWANTED GOODS
60 DAY RETURNS
We have a 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 unused condition and meet the criteria set out on this page. 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.
WHO PAYS RETURN SHIPPING COSTS?
Unless the item you receive is incorrect or faulty then you are responsible for the cost of returning the items to us. We recommend insuring the package for the appropriate amount. Please retain proof of postage - you are responsible for the returning item until it reaches us so if it gets lost in the post and you have no proof of postage we won't be able to refund or replace your order.
ITEM CONDITION
Due to the strict safety considerations inherent in aerial acrobatics equipment we have a separate returns policy for all aerial equipment and accessories (excluding books and DVDs). Any returns must be in an unused condition. We cannot accept returns of any aerial equipment that:
- has had a load applied to it
- any packaged aerial equipment that has been opened (Firetoys Aerial products are excluded from this condition - we will accept returns of Firetoys Aerial equipment that has had its packaging opened.)
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
Depending on the nature of the problem we may or may not require the item to be returned to us. If we do need the item returned we will cover all return postage costs. Whether we refund or replace the item will also depend on the situation but rest assured that we will make things right.
