Returns and Refund Information
- Contact us to start a return and we'll walk you through our simple process
- 60 day hassle-free return policy.
- Free return shipping for faulty or incorrect items, whatever the size.
- Twelve month warranty on almost all products.
- Click here to view the Aerial Acrobatics Equipment returns info
General Returns Procedure
Step 1: Contact Us
We pride ourselves on our great customer service and we fully comply with the Federal Trade Commission's (FTC) regulations. 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 contact details!
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.
Step 3: Package Your Return
Please make sure the return packaging is suitable. It's not a bad idea to photograph the packaging before you send it to us so you have a record. You can now send your parcel to us or arrange a suitable date for us to arrange collection.
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 - Detailed Policy
60 Day Returns
We have a 'no hassle' 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.
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.
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
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.
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 - The Firetoys Team