- Free return shipping for faulty or incorrect items, whatever the size.
- Choose to replace the item or receive a refund.
- Twelve month warranty on almost all products.
- Aerial apparatus which has been used or had its packaging opened cannot be returned.
- See below for full details of our aerial return policy.
Before You Return an Item
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 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. Please note, we cannot send samples of Voltige equipment.
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.
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.
Who Pays Return Shipping Costs?
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.
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.
Our Return Address
Firetoys Returns Unit 9, Westergate Business Centre Westergate Road, Brighton, BN2 4QN United Kingdom
You are responsible for the item(s) until they reach us. Please retain proof of postage.
Firetoys have the most helpful staff to speak to. I called Firetoys and the chap talked me through the right weight, stick material, bearings or not and price range that we would need to look at. The diabolos are perfectly right for our children and I really appreciate the help choosing. I would definitely use Firetoys again and highly recommend.
I'm totally satisfied about the item I received and about how the delivery has been handled. The parcel has been properly delivered in a few days. Thanks a lot.
Both items received are excellent and the helpful phone call and following service were second to none. Many thanks!
It came exactly as described, promptly and without excess packaging. Really accurately described! I'm really excited to play with my new toy and exceptionally pleased with the buying and delivery process. Thank you Firetoys for a great purchase experience!!
Your customer service is outstanding, as always. This is why I shop through you and always have done, despite (occasionally) being informed of cheaper outlets, I could never expect the same quality of service from them.
Everything I had hoped for and more! I will definitely buy from you guys again as soon as I get better at juggling. Thanks!
Having experienced this level of customer care for which I am very grateful, I can confidently recommend Firetoys to my colleagues and friends. Many thanks
Amazing and friendly customer service and beautiful great quality equipment. Bought a couple of hoops from here and both are great - when I had a very unlikely issue it was solved straight away
I would definitely recommend Firetoys to anyone and they'll have in me a future customer because of their good will and customer support! Thank you!
Loving your range, and thank you for such a speedy call about my flowlight dilemma!! Got 'em ordered, in the end...good vibrations from your customer service, completely satisfied!
Sick one, boys. Cheers. Super quick delivery and just in time to give to my fella on his birthday. Heartily impressed, will be in touch again without a doubt.
I'm really pleased with my order! It was a fast delivery and my new items are of great quality, very nicely made. I will remain a loyal customer of Firetoys!
We just received our second order from you and are delighted! You got [it] here so fast! Thank you, thank you, thank you! The quality of your juggling materials has been superb! We are thrilled.