Refund & Return Policy

We have been in business for over 20 years and we are committed to maintaining the exceptional relationship we have with our customers. We love what we do and we want you to love what we have to offer. We are reasonable people and we will always do our best and what is reasonable to help!

This policy applies only to products purchased and sold via our online ecommerce platform.

All refund rights under both State and Commonwealth law apply.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.

Return Exclusions
Special order products are not covered by our 30 day returns policy. Items which need to be backordered from a supplier can not be returned for change of mind. This does not affect a customer's right to return under consumer guarantees.

Damage goods in Transit
Please do not sign for (receive) a delivery of goods that are obviously damaged. If damage is only found upon unpacking then please contact Firewize as soon as possible. We will then arrange for the goods to be collected and a refund or replacement item sent to you.

Returns
Our return policy lasts 30 days from the date of your purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unopened, unused and in the same condition that you received it in its original packaging. To complete your return, we require a receipt or proof of purchase. This should be easy to do given the you purchased from our ecommerce platform and a copy of the invoice will have been emailed to you.

Some of our products are shipped directly from the manufacturer, please do not send your purchase back to the manufacturer, rather send it to Firewize as set out in the “Shipping” section detailed below.

There are certain situations where only partial refunds are granted (if applicable);

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

If the product you want to return is defective (we may ask for or a statement by you or photos as evidence) we will arrange for a courier to pick up the item at our expense. If the product isn’t faulty but you still want to return it you will be required to organise and pay to return the product to one of our facilities. Once we receive the product and assess it we can either arrange for the item to be replaced or issue you with a refund of the purchase price.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit (typically within 14 days) will automatically be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your payment account again, then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@firewize.com

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@firewize.com and return the item as set out in the “shipping” section below.

Change of Mind
Changed your mind? Don’t worry. You’ve got 30 days to return your order back to us and provided it's unused we’ll give you a refund minus the costs of any applicable shipping & handling costs.

Return Shipping
To return your product, you should mail or ship your product to;

Firewize
Unit 5, 585 Blackburn Road
Notting Hill, Victoria, 3168
Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranty Exclusions
  • Unless otherwise agreed in writing, Firewize has no liability for, and is not required to provide Warranty Services under this Warranty if it relates to misusing or abusing the product or any of the accessories included.
  • Operating the product in a manner that is not in accordance with the product instruction manual supplied with the product.
  • Using incorrect batteries, charges, accessories, or any unauthorised, non-genuine or non-standard parts.
  • Tampering with the product in any way otherwise stated in the product guideline or manual.
  • Making mechanical adjustments or alterations inconsistent with the product guideline or manual.
  • Not having taken reasonable steps to prevent damage or failure from occurring to the product.
  • Storing the product inconsistently to the instructions provided in the product guideline or manual.
  • Neglecting or otherwise failing to maintain the product in accordance with the instructions in the product guideline or manual.
  • Repairing or carrying out work on the product by any person other than the manufacturer or an authorized representative of the manufacturer.
  • Accidental damage or damage caused by Force Major Events including environmental factors.
  • Natural discoloration of material due to ultraviolet-light.
  • Natural impact with hard surfaces or damage caused in the transit of the product or to any damage.
  • Damage caused by excessive heat, cold or high humidity.
  • Damage caused by solvents, or water entry into the product.
  • Damage caused by contact with sand, rust, corrosion, fire, vermin and insect infestation, power outages or surges or inadequate voltage or current.
  • Abnormal product performance caused by any ancillary equipment interference or other external factors.
  • Damage, failure or defects that occur for reason or reasons that were already disclosed to you or ought reasonably to have been disclosed to you prior to your purchase of the product.
  • Normal wear and tear.
  • Calibration
  • Freight cost associated with transporting the product between you and the place of purchase.
  • Products with serial numbers that have been altered or removed
  • Consumable items supplied with the product or that are part of the product, such as batteries.
Contact our customer support team on (03) 8588 2900 Monday to Friday 9am-4pm, or contact us via our instant messaging service which can be found on our website.

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