Refund policy

We have a 30-day return policy. This means that you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, please contact us at info@firecraft-europe.eu. Please note: returns must be sent to the following address: Zandstraat 17, 3545 Halen, Belgium

If your return is accepted, you can return it at your own expense. Items returned to us without a return request will not be accepted.

If you have any questions about returns, please contact us at info@firecraft-europe.eu.

 

Damage and problems
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you have received the wrong item. We will then be able to assess the problem and resolve it for you.

 

Exceptions/items that cannot be returned
Certain types of items cannot be returned, such as perishable goods (e.g. food, flowers or plants), customised products (e.g. special orders or personalised items) and personal care items (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. Please contact us if you have any questions or concerns about your specific item.

Unfortunately, sale items and gift vouchers cannot be returned.

 

Exchanges
The fastest way to get the item you want is to return the item you have and purchase the new item separately once the return has been accepted.

 

14-day legal cooling-off period in the EU
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving any reason. As above, your item must be in the same condition as when you received it, unused, with labels and in its original packaging. You will also need a receipt or proof of purchase.

 

Refunds
Once we have received and inspected your return, we will notify you and let you know whether the return has been approved. If approved, you will automatically be refunded within ten working days via the original payment method. Please note that it may take some time for the bank or credit card company to process and deposit the refund.
Please contact us at info@firecraft-europe.eu if it has been more than 15 working days since we approved your return.