We try to be good people here at Firetoys so we fully comply with the minimum standards and, in fact, go well beyond them.
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.
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.
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.)
As long as the items meet these conditions and the return is initiated within 60 days of receiving the items we will replace or refund the full price of the items.
The return of unwanted aerial equipment is at the customer's expense. The cost of returning an item to us will vary depending on the size and weight of the item and your location. We recommend insuring the package for a suitable amount. Please retain proof of postage to protect yourself against the parcel being lost in the post.
Should we need you to return the item please enclose a covering letter containing your name and address, order ID, sales channel (i.e. Firetoys website, ebay or Amazon), reason for return, your email address and telephone number then pack up the item pop it in the post. If the item we sent you is faulty or incorrect then Firetoys will cover the cost of the return shipping. See below for more details.
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.
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.
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.
Firetoys Returns Unit 1 Harbour Way Industrial Estate Harbour Way, Shoreham-by-Sea, BN43 5HZ United Kingdom
You are responsible for the item(s) until they reach us. Please retain proof of postage.