Returns and Refunds Policy
Returns and Refund Information
We try to be good people here at Firetoys so we fully comply with the distance selling regulations (DSR) and, in fact, go well beyond their minimum standards. You can check out the (very dry and boring) DSR here but read on for details of our policy.
All our props are made to the highest standards and we only stock the best kit from other manufacturers. However, we understand that sometimes you need or want to return some or all of your order, so here’s how.
Whether you are returning an item because it is unwanted or faulty, please give us a call (01273 607088) or email us (firstname.lastname@example.org) before you return your item. Sometimes it is not necessary to send the item back and we'll just ask for a photo before replacing or refunding your order.
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 and take it to the post office. It is IMPORTANT that you get and keep hold of proof of postage because if the returned item gets lost in the post you will be responsible for it and we won't be able to replace or refund the item.
Once we receive the returned item at our warehouse we will process it according to the information you stated on the letter/form. Sometimes we'll need to give you a call to confirm or clarify details.
Please note: sending item with Royal Mail is only suitable for small items under 2kg and measuring no more than 90cm in total (height + width + depth). For larger items we can usually arrange a courier to pick it up.
We have a “no questions asked” 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.
All you need to pay for is the return postage and we will issue you with a replacement or a refund for your original order.
Please call (01273 607088) or email us (email@example.com) before you return your item so we can advise on delivery. For larger items we can arrange for one of our couriers to pick up the item at an address of your choice.
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.
Please note, products made to order, such as customised props, are excluded from this returns policy. These products cannot be returned unless faulty.
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 please contact us by telephone (01273 60 70 88) or email (firstname.lastname@example.org) to discuss the problem.
We will arrange a refund, replacement or repair for the item. Should we require you to return the item, we will reimburse any postage costs incurred.
Aerial Equipment Returns
Please be aware that aerial equipment has its own returns policy due to the increased safety considerations. To read the full details click here.
Unit 9, Westergate Business Centre
Brighton, BN2 4QN
You are responsible for the item(s) until they reach us. Please retain proof of postage.