Cancellation, Return & Refund Policy

SHIPPING, RETURNS & REFUNDS POLICY

At Fireay, customer satisfaction is our top priority. We aim to ensure that every customer is fully satisfied with their purchase. If you experience any shipping issues, product concerns, or have questions about your order, please contact our customer support team — we’re here to help.

📧 Email: cs@fireay.com

Please ensure that you enter your complete and accurate shipping address at checkout. Incomplete or incorrect addresses may result in delivery failure or order processing issues.

🔁 RETURN POLICY

Not Happy With Your Order?

If you’re not satisfied with your Fireay purchase, you may request a return within 90 days of receiving your item.

To be eligible for a return:

  • The item must be unused

  • The item must be in original condition

  • The item must be in its original packaging

  • Proof of purchase (order number or receipt) is required

Please contact Fireay customer service before returning any item to receive the correct return instructions and address.

Order Cancellation

  • Orders can be canceled within 2 days after placing the order

  • Orders are typically processed within 1–3 business days

  • If canceled before shipment, a full refund will be issued

  • Once an order has been shipped, it cannot be canceled

Return Address

2221 E. Remington Ave Ontario, CA 91762 United States

Return Shipping Costs

  • If the return is due to customer preference (e.g. dislike, wrong item chosen), the customer is responsible for return shipping costs

  • If the return is due to our error (damaged, defective, or incorrect item), Fireay will cover the return shipping cost

  • Shipping fees are non-refundable

⚠️ DAMAGED, DEFECTIVE, OR LOW-QUALITY ITEMS

If your Fireay product arrives damaged or does not function properly:

  1. Email us at cs@fireay.com

  2. Include your order number

  3. Attach clear photos or videos showing the issue

To help us process your request faster:

  • Place the item on a flat surface

  • Clearly show the damaged or defective area

Once confirmed, we will arrange a replacement or refund.
In most cases, you do not need to return the defective item.

❌ CANCELLATION POLICY

Unshipped Orders

  • Orders can be canceled before shipment for a full refund

Shipped Orders

  • Orders already in transit cannot be recalled

  • You must refuse delivery upon arrival

  • A refund will be issued after deducting shipping costs

  • Refunds are processed once the return shipment begins

🛠 WARRANTY POLICY

Fireay products are covered for manufacturing defects only.

The warranty does not cover:

  • Accidental damage

  • Improper use or insufficient care

  • Normal wear and tear

  • Damage caused by sun exposure

  • After-market modifications

  • Water exposure

Products exposed to water are not eligible for return, exchange, or warranty claims.

💳 REFUND POLICY

You may request a refund if your Fireay product is no longer suitable.

Full Refunds Are Issued If:

  • The product is damaged or completely non-functional

  • The product was not delivered within 90 business days (South America orders only)

Refunds are issued to the original payment method:

  • Credit/Debit Card refunds: 7–10 business days

  • Processing time may vary depending on your bank or payment provider

Haven’t Received Your Refund?

Please try the following:

  • Check your bank or PayPal balance again

  • Contact your bank or card issuer (processing may take 3–5 business days)

If the refund is still not visible, contact us at:
📧 cs@fireay.com

🚚 SHIPPING COSTS & NOTES

  • Customers are responsible for return shipping if there is no quality issue

  • Fireay covers return shipping for defective, damaged, missing, or incorrect items

  • No restocking or relisting fees are charged