Returns & Refunds Policy

We want you to be fully satisfied with your order. Please read our returns policy carefully, as it outlines the conditions under which returns and refunds may be accepted.

1. Inspection on Delivery

• All goods must be inspected immediately upon delivery.
• Any damages, shortages, or incorrect items must be reported by email to info@thefireco.com
  within 48 hours (2 days) of delivery.
• If goods show visible signs of damage on delivery, the buyer must either sign as “damaged” or refuse the delivery.

2. Damaged or Defective Goods

• Where a claim for damaged or defective goods is made within 48 hours (2 days), the goods must be returned in their original packaging.
• If, upon inspection, the goods are confirmed as faulty or damaged (not caused by buyer negligence, incorrect installation, or misuse), the buyer will be entitled to a replacement or full refund.
• If damage is found to be caused by buyer negligence or fault, the buyer will be liable for all costs incurred, including return transit charges.

3. Change of Mind / No Longer Required

• Returns for change of mind or goods no longer required are accepted at our sole discretion.
• A 25% restocking and handling fee will apply.
• The buyer will be liable for all return delivery costs.
• Goods must be unused and in their original packaging.

4. Advanced Replacements

• Advanced replacements will be invoiced at full cost.
• For non-credit account customers, payment will be required before dispatch.
• If the returned product is later confirmed to be faulty, a credit will be raised to cover the purchase price (including applicable delivery costs).

5. Return Method & Labels

• By mail only.
• Defective/Damaged Items (within 2 days – 48 hours): We will arrange collection at our cost, and the courier will provide a return label upon collection.
• Change of Mind / Incorrect Orders: The buyer must arrange return shipping at their own cost and provide their own return label.

6. Refund Processing Time

Refunds or credits are issued once goods have been inspected and accepted. This process typically takes 5–10 business days from receipt of the return.