Refund and Returns Policy
Last Updated: May 6, 2025
At Firextop, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your product, we offer a simple and clear return and refund process. Please review the details below to understand our policy.
Returns
We accept returns on products within 30 days from the date of purchase. To qualify for a return, the product must be:
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Unused, in its original packaging, and in resalable condition.
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A valid proof of purchase (order number or receipt) is required for all returns.
How to Return an Item:
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Contact our customer service team at info@firextop.com to request a return authorization. Please provide your order number and details about the product you wish to return.
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After receiving return authorization, ship the product back to us at the address provided.
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Customers are responsible for return shipping costs unless the return is due to a mistake on our part or a defective product.
Note: Items that are damaged or altered in any way may not be eligible for a return.
Refunds
Once we receive the returned item and verify that it meets the criteria, we will process your refund. Refunds will be issued in the original payment method, typically within 5–7 business days.
Conditions for a Refund:
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If the returned item is in its original condition and meets our return criteria, you will receive a full refund.
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If the item is returned after 30 days from the purchase date, you may receive a store credit instead of a refund.
Non-Refundable Items:
Certain items may be non-refundable, including but not limited to:
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Gift cards
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Downloadable software or digital products
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Items marked as non-returnable at the time of purchase
Exchanges
We do not offer direct exchanges at this time. If you wish to exchange an item, please return the original item and place a new order for the desired product.
Defective or Damaged Products
If you receive a defective or damaged product, please contact us immediately at info@firextop.com with a description of the issue and photos of the damage. We will provide you with a return label for the defective product and issue a replacement or refund, depending on your preference.
Non-Returnable Products
The following items are non-returnable:
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Products purchased from third-party retailers or affiliates
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Customized or personalized items
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Clearance and sale items (unless defective)
Shipping Costs
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Return Shipping: Customers are responsible for the return shipping cost unless the return is due to an error on our part.
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Original Shipping Fees: Shipping fees are non-refundable unless the return is due to our error.
How to Contact Us
If you have any questions or concerns about our return or refund process, please feel free to contact us at:
Firextop
Samora Hse., Basement Floor, Samora Avenue
+255 22 – 2129165
Email: info@firextop.com