Return Policy

RETURN & EXCHANGE POLICY – FIREXTOP

EFFECTIVE DATE: MARCH 8, 2025

Firextop is committed to providing the best shopping experience for our customers. If you are not satisfied with your purchase, we offer a clear and transparent return and exchange policy. Please read the terms below carefully to understand our return and refund process.

1. ELIGIBILITY FOR RETURNS & EXCHANGES

Customers may request a return or exchange if the following conditions are met:

  • The product is unused, undamaged, and in its original packaging.

  • The return request is made within 30 days from the delivery date.

  • A proof of purchase (invoice or order confirmation) is provided.

  • The product must be returned in its original condition, including all tags and labels.

Returns and exchanges are NOT accepted for:

  • Opened or used cosmetic products, accessories, or underwear due to hygiene reasons.

  • Items that have been damaged, altered, or modified.

  • Products marked as Final Sale or Non-Returnable.

  • Gift cards and promotional items.

Note: If you received a damaged, defective, or incorrect item, please refer to Section 7 for instructions on how to return or exchange it.

2. HOW TO RETURN AN ITEM

If your item meets the eligibility criteria, follow these steps:

Step 1: Contact our customer service team at info@firextop.com with your order number and the reason for the return.

Step 2: We will provide you with a Return Authorization Number (RAN) and return instructions.

Step 3: Securely package the item in its original packaging, including the RAN inside.

Step 4: Ship the item to the provided return address using a trackable shipping service to avoid loss or damage.

Step 5: Once we receive and inspect the returned item, a refund will be processed to your original payment method within 7-10 business days.

Note: Shipping fees are non-refundable, and the return shipping cost is the responsibility of the customer unless the return is due to our mistake.

3. EXCHANGE POLICY

Firextop only accepts exchanges for damaged, defective, or incorrect items. To request an exchange:

Step 1: Contact us within 7 days of receiving your order at info@firextop.com with photos of the damaged or incorrect item.

Step 2: After reviewing your claim, we will provide instructions for returning the item.

Step 3: Once we receive the returned item and verify the issue, we will send you a replacement at no additional cost.

Note: Exchanges can only be made for the same item or a product of equal or lesser value if the original item is out of stock.

4. NON-RETURNABLE & NON-EXCHANGEABLE ITEMS

For hygiene and safety reasons, we do not accept returns or exchanges for:

  • Opened or used cosmetic products, accessories, or underwear.

  • Products that have been tampered with or are missing original packaging.

  • Items marked as Final Sale or Non-Returnable.

  • Gift cards and promotional items.

Note: If you are unsure whether an item is eligible for return or exchange, please contact us before initiating the return process.

5. REFUND PROCESSING TIME

  • Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect the returned item.

  • Depending on your bank, it may take additional days for the refund to reflect in your account.

  • You will receive an email notification once the refund has been processed.

Note: Shipping fees and transaction charges are non-refundable, unless the return is due to Firextop’s mistake.

6. ORDER CANCELLATIONS & MODIFICATIONS

  • Orders can be canceled within 12 hours of placement, provided they have not been processed.

  • Once an order is processed or shipped, it cannot be canceled or modified.

Note: If you wish to cancel or modify your order, please contact us immediately at info@firextop.com.

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item, follow these steps:

Step 1: Contact us within 7 days of receiving your order at info@firextop.com with:

  • Your order number

  • A description of the issue

  • Clear photos of the damaged or incorrect item

Step 2: Our team will review your claim and offer a replacement or refund once the issue is confirmed.

Note: Claims for damaged or incorrect items must be made within 7 days of receiving the order.

8. INTERNATIONAL RETURNS & EXCHANGES

  • For international orders, return shipping fees, customs duties, and taxes are non-refundable.

  • International customers are responsible for return shipping costs unless the return is due to our error.

Note: If customs fees are not paid by the recipient, the package may be returned or discarded. Firextop is not responsible for these fees, and no refunds will be issued in such cases.

9. CHANGES TO THIS POLICY

Firextop reserves the right to update or modify this Return & Exchange Policy at any time. Changes will be posted on this page, and your continued use of our website indicates acceptance of the updated terms.

10. CONTACT INFORMATION

For any inquiries regarding returns or exchanges, please contact us:

Firextop is dedicated to providing a smooth and transparent return process to ensure customer satisfaction. Thank you for shopping with us!