Refund and Returns Policy

Effective Date: December 16, 2024

At Firax, we are committed to providing the highest quality products and an exceptional shopping experience. We understand that sometimes, purchases may not meet your expectations, and we aim to make returns and refunds as easy and straightforward as possible.

Return Eligibility

To be eligible for a return:

  • The item must be unused, in the same condition that you received it, and in its original packaging.
  • Returns must be requested within 30 days of the purchase date.
  • Custom or personalized items are non-returnable unless they are defective or damaged upon receipt.

How to Initiate a Return

  1. Contact Customer Service: If you wish to return an item, please contact our customer service team at support@firax.com with your order number and details of the product you wish to return.
  2. Return Authorization: After reviewing your request, we will provide you with a Return Merchandise Authorization (RMA) number. Please include this number in your return package.
  3. Prepare the Item: Carefully repackage the item(s) you are returning, ensuring they are in their original condition and packaging. Attach the RMA number to the package.
  4. Shipping the Return: You are responsible for the cost of return shipping, unless the item is defective or damaged. We recommend using a trackable shipping service for returns to ensure the item is safely returned to us.

Refund Process

Once we receive the returned item:

  • We will inspect the item to confirm its condition.
  • If the return is approved, we will issue a refund to the original method of payment. Please note that refunds may take 5–7 business days to reflect in your account, depending on your bank or payment provider.
  • If the return is not approved, we will notify you and return the item to you at your expense.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you will need to return the original item and place a new order for the desired product.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 7 days of receiving the product. We will provide you with a prepaid return shipping label and issue a full refund or send a replacement product, depending on your preference and availability of stock.

Non-Returnable Items

Certain products are non-returnable due to their nature:

  • Gift Cards
  • Customized or personalized items
  • Final sale or discounted items marked as non-returnable at the time of purchase

Refunds for International Orders

For international orders, customers are responsible for any customs duties or taxes. Refunds will be issued minus the cost of these fees. Shipping charges are non-refundable unless the item is defective or damaged.

Changes to This Policy

We may update this Refund and Returns Policy from time to time. All changes will be posted on this page, and the “Effective Date” will be updated accordingly. We encourage you to review this policy periodically to stay informed about our return and refund procedures.