Returns and Refunds Policy

30-day returns

We offer a 30-day return policy for purchases from shop.firexo.com. This means you have 30 days after receiving your item to notify us that you wish to return it.

To request a return, email sales@firexo.com with your order number and details of the item you wish to return. You do not need to provide a reason for changing your mind.

After notifying us, please return the item within 14 days, unless we agree otherwise.

Condition of returned items

For returns requested after the statutory 14-day cancellation period, items must be unused, complete and in their original packaging, with any supplied accessories, labels and documentation.

Fire extinguishers and other fire safety products must not have been discharged, activated, refilled or tampered with. Any original safety pins, tamper seals and security devices must remain intact.

For cancellations notified within the statutory 14-day period, you may inspect the goods as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law. Original packaging is not a condition of exercising your statutory cancellation rights.

These conditions do not limit your rights where an item is faulty, damaged, not as described or otherwise fails to meet legal requirements.

Please provide your order number, order confirmation or another valid proof of purchase.

How to return an item

Contact sales@firexo.com before sending your item so that we can provide the correct return address and shipping instructions. Where applicable, we will also provide a return shipping label.

Our registered office is not the designated return address. Please use the return address provided by our customer service team.

Pack the item securely and retain proof of postage or collection. Contacting us first helps us arrange a safe return and identify your order; it does not make your statutory cancellation rights subject to our approval.

Return shipping costs

If you return an item because you have changed your mind, you are responsible for the direct cost of return shipping.

If we arrange a paid return label or collection, we will explain the cost and obtain your agreement before arranging it.

If the item is faulty, damaged on arrival, not as described or incorrectly supplied, we will cover the reasonable return costs or arrange a suitable collection at our expense.

Returning fire extinguishers and other fire safety products

Some products may be subject to carrier restrictions because they are pressurised or require special handling.

Please contact us before arranging shipment so that we can explain the appropriate return method. Do not discharge, dismantle or alter a product to prepare it for return.

If an item is leaking, damaged or appears unsafe to transport, do not send it using a standard postal or courier service. Contact us for instructions.

Transport restrictions do not remove your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order on arrival and contact sales@firexo.com as soon as reasonably possible if an item is damaged, faulty or incorrect.

Include your order number, a description of the issue and, where possible, photographs of the item and packaging. Photographs help us assess the issue but are not a condition of exercising your statutory rights.

UK consumers normally have a 30-day statutory right to reject goods that are faulty, not as described or not fit for purpose. Further rights, including repair, replacement or a refund where applicable, may continue after this period.

Our voluntary 30-day returns policy does not replace or restrict these rights.

Exceptions

Goods made to your specifications or clearly personalised are excluded from change-of-mind returns, except where we agree otherwise.

Sale and discounted items are covered by the same returns conditions as full-price items.

Any exception to change-of-mind returns does not affect your statutory rights concerning faulty, damaged or incorrectly described goods.

Exchanges

If you would like a different item, contact us to arrange the return of your original purchase. You can then place a separate order for the replacement item.

For faulty or incorrect goods, we will discuss the remedies available to you under applicable law.

Refunds

We will notify you when we receive your return and explain any proposed deduction and the reason for it.

Refunds will be issued to your original payment method unless you expressly agree otherwise. We do not charge a refund processing or restocking fee.

For change-of-mind returns, we will issue the refund without undue delay and within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If we have offered to collect the goods, the applicable refund deadline runs from your cancellation notice.

When you return your entire order, we will also refund the original standard delivery charge. If you selected a premium or express delivery service, we will refund only the cost of our least expensive standard delivery option. For partial returns, original delivery charges will be refunded where required by law.

Refunds for faulty goods will be made within the applicable statutory deadline.

Your bank or payment provider may require additional time to display the refund in your account.

Contact

For return requests or questions, please email sales@firexo.com.

Firexo Limited
167-169 Great Portland Street, 5th Floor
London, England, W1W 5PF
United Kingdom
VAT number: GB325020357

The address above is our registered office. Please contact us for the correct return address before sending goods.

Nothing in this policy affects your statutory consumer rights.