Returns and Refund Information
- contact us to start a return and we'll walk you through our simple process
- 60 day hassle-free return policy.
- Free return shipping for unwanted small items (unfortunately larger unwanted items are returned at customers expense).
- Free return shipping for all faulty or incorrect items
- Twelve month warranty on almost all products.
- Aerial acrobatics products products have their own distinct returns policy. Please click here for more details.
General Returns Procedure
Step 1: Contact Us
To arrange a return simply contact us with details of the items you would like to return and why. Don't forget to include your contact details!
Step 2: Approval process
We'll email you back if we require any further info and once approved we'll either send you the best return address for your location or arrange a collection directly.
Step 3: Package Your Return
Please make sure the return packaging is suitable. It's not a bad idea to photograph the packaging before you send it to us so you have a record. You can now send your parcel to us or arrange a suitable date for us to arrange collection.
Step 4: We finalise the return
Once we've received and checked the return we will process the refund/exchange as agreed. Processing usually takes around a week after which we will ship or refund. We'll be in touch by email if we have any questions.
60 Day Returns
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. 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.
As long as the items are "as new" 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 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).
Who Pays Return Shipping Costs?
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. You will also receive an email which will contain a QR code. You can then download the QR code to your mobile, print your parcel label at your local Royal Mail Customer Service Point, then drop your parcel and go.
For items outside the UK Royal Mail cannot be used, in this case you would be responsible for return postage charges. This is in line with our international returns policy.
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.
Please contact us before you return your item so we can advise on delivery. 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.
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
In the unlikely event that you receive incorrect or defective goods, please contact us and we will ensure that the situation is resolved swiftly and to your full satisfaction, with no cost to yourself.
Aerial Equipment Returns
Aerial products have a separate returns policy due to the increased safety considerations. To read the full details click here.
We're here to help, so if you have any questions just get in touch - The Firetoys Team