Refund policy

The decision you make at checkout—specifically, which shipping method you pick—sets the stage for everything that follows. Opting for FREE SHIPPING (Without Tracking) means we’ll provide a Proof of Shipping, but you won’t have a way to trace the package’s journey, and there’s an inherent risk it may not arrive. If 60 days go by with no delivery, the situation is handed to our tier 2 support team, and a full refund is issued. Because of this, we strongly suggest choosing STANDARD SHIPPING (With Tracking) for any order over $75, giving you visibility from dispatch to doorstep.

The Shipping Choice and Its Consequences

Your selection at checkout is the foundation of your protection. The untracked free option carries a real risk of non-delivery, and the resolution path—waiting 60 days before a full refund is processed by our tier 2 support team—is the direct result of that choice. We provide Proof of Shipping, but without tracking, we cannot intervene earlier. For orders exceeding $75, STANDARD SHIPPING (With Tracking) is the recommended route to avoid this uncertainty entirely.

When the Package Never Arrives

If you selected FREE SHIPPING (Without Tracking) and your order hasn’t materialized after 60 days, we take over. The matter is escalated to our tier 2 support team, and a full refund is processed. There’s no need to chase us—once the 60-day mark is reached, we initiate the resolution. This is the safety net built into that shipping choice, acknowledging the lack of visibility it entails.

If You Have Second Thoughts

Should you decide an item isn’t right, you have a window of 45 days from the moment your order lands to contact us. When you reach out, include your order number and the reason for your return. Our team reviews each request, and only after approval do we provide the next steps. Keep in mind that returns are only accepted for items bought directly from fireniq.com; anything purchased through authorized retailers must be returned to them. The item itself needs to come back unused, in the same condition that we sent it to you, and nestled in its original packaging with all accessories, manuals, and documentation. We cannot accept returns that show stains, folded cards, or broken seals/plastic foiling broken. If the condition falls short, we reserve the right to refuse a refund or exchange. And always hold onto your receipt—returns without one may be refused, and Fireniq reserves the right to deny any return.

What We Can't Take Back

Some items are simply not eligible for return. This includes anything that’s been personalized, items purchased through retailers, incorrect products purchased, and products damaged through customer mishandling. These categories are final; we cannot make exceptions, as the nature of the product or the purchase channel puts them outside our return process.

Receiving a Damaged or Incorrect Item

If a faulty unit, wrong product, or damaged item arrives, the path to resolution requires specific information from you. Contact our Customer Support team and be ready to provide your order number, proof of purchase, a video or photo of the faulty product, your complete delivery address, and a contact telephone number. In some cases, that video or photo is mandatory before we can issue a refund or replacement. This evidence allows us to assess the issue accurately and move forward.

How Money Moves Back to You

After your return arrives, processing can take up to 14 business days, and a confirmation email is sent once it’s complete. For defective products, a full refund is credited. For non-defective items, the refund excludes all shipping and handling fees. Refunds are always routed back to your original form of payment. When you’ve paid by credit or debit card, the refund is sent to the card-issuing bank within 14 business days of receiving the returned item or cancellation request. The time it takes for the credit to appear on your account depends on the bank—contact them directly with any timing questions.

Stopping an Order Before It Leaves

If you need to cancel or modify an order, contact us immediately with your order number and the change you’d like. We’ll confirm if it’s possible. Be aware that any cancellation after an order is placed incurs a cancellation fee of 30% of the Total Price, regardless of when the order was placed—even a moment later. This is because the merchant processor/credit card charges us a fee for cancellations. Furthermore, orders that have already been packed or shipped cannot be canceled. The process is final once it reaches that stage, so careful consideration before placing an order is essential.