We offer hassle free purchases offering transparent and simple returns policy, so that customers can easily follow the processes to return products, get refunds, or exchange products, whether the reasons is a change of mind, defective products, or manufacturer defects.
Change of Mind Returns:
We offer 7-day return policy, which means the customer can request a return within 7 days from the date of receiving the product. The request for return will be accepted only if the product is in the original packaging, unopened and without any damage and untampered, with tags and labels intact. The proof of purchase is required. We reserve the right to refuse the request to return if the product has been used or anchored or tampered or unpacked. The customer may initiate the request for return by contacting us on info@firebox.ae. Once the request for return is accepted and approved, then we will send instructions on how to return the product. Any request for return 14 days after the date of receiving the product will not be accepted.
Return Charges:
- For change of mind, a 15% restocking fee will be deducted from the product price (excluding tax) while processing the refund of amount. But if the request for return is due to defective or faulty product, then such deduction will not be applicable.
Damaged Items at Delivery:
- While requesting a return, the defect(s) on the product or package must be indicated and provide proof of purchase and photos/videos showing the damage.
- We request customers not to accept faulty products.
Damages and issues:
The customer should inspect the product on receiving the delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and take appropriate action.
Geographical Limitation:
- Returns and exchanges are not eligible for product shipped outside the United Arab Emirates (UAE).
Refund Policy:
- Refunds apply only for approved returns, or cases where the product is defective or incorrect.
- Refunds for approved returns will be transferred to the original payment account.
- Cash refunds are not available.
- Once your return request is received and approved, we will initiate the refund within 14 working days.
- Credit/debit card refunds will be processed according to the bank's timeline, and it may take up to 14 days.
- Shipping charges and handling fees are non-refundable, except for cases of manufacturing defect or incorrect product delivered.
- A 15% restocking fee will be deducted from the product price (excluding tax) while processing the refund of amount.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If it is approved, then your refund will be processed, and the credit will automatically be applied to your credit card or original method of payment, within 14 working days.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items (non-standard or customized products) cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange the product for another product of equivalent or higher value, you may send us an email to xxxx@firebox.ae.
For refund on account of change of mind, as outlined in our Returns Policy, a 15% reduction of the total product value (excluding tax) will be applied. The remaining amount will be refunded to the original method of payment.
To initiate a request for return of product, please contact:
