Unfortunately our NJ warehouse is shut due to COVID-19 so all orders will be sent express from the UK
We have a core crew working in isolated shifts to process orders from our UK warehouse
All phone lines and email channels are open as per usual
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Unsure? Our returns policy is excellent!
We try to be good people here at Firetoys so we fully comply with the consumer contracts regulations (CCR) and, in fact, go well beyond their minimum standards.
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. We will also refund the the shipping charges you paid on the order but only up to the standard rate of £3.95 (for example, if you paid £6.95 for express shipping we will only refund £3.95 of this original charge).
Firetoys will cover the return postage costs of small items that can be sent with Royal Mail. Small items are defined as weighing under 20kg and with dimensions smaller than 61cm x 46cm x 46cm and worth less than £200. To create a return shipping label via Royal Mail's portal please click here and follow the instructions. Alternatively, please contact us and we can send you a pre-paid shipping label.
For larger or very expensive items you will be responsible for the return postage charges (unless the item is faulty or incorrect). We recommend Parcel2Go for arranging such returns, they are inexpensive, reliable and will collect the parcel from an address of your choice.
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.
Unit 1 Harbour Way Industrial Estate
Shoreham-by-Sea, BN43 5HZ
You are responsible for the item(s) until they reach us. Please retain proof of postage.
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