Refund policy

Changed your mind? (7-day returns)

If you bought from fireboks.co, you can return your order within 7 days of receiving it for a refund. Please email info@fireboks.com within that time to let us know, quoting your order number, before you send anything back.

For a change-of-mind return:

The product must be unused, not installed or assembled, and in its original packaging, with proof of delivery.
You pay the cost of returning it, including courier, and it travels at your risk until it reaches us.
We inspect every return when it arrives. We may deduct a reasonable amount for any restoration needed to make the product fit to resell. We can't accept products that have been used, installed or damaged after delivery.
The original delivery fee isn't refunded on a change-of-mind return.

Damaged on arrival

Please check your order when it's delivered (see our Shipping Policy). If anything arrives broken or damaged, let us know within 1 business day of delivery at info@fireboks.com, with photos or video of the outer and inner packaging and of the damage. If the damage wasn't caused by you, we'll arrange collection and a replacement at no charge. If you'd prefer a refund instead of a replacement, just ask.

Wrong item delivered

If we've sent you the wrong product, please contact us within 1 business day of delivery. We'll collect it and send the correct item at our cost. Please don't use, assemble or install the wrong item; we can't exchange it if it has been used or damaged.

Faulty or not as described

If a product doesn't match its description, or turns out to be unsuitable for a specific purpose you told us about before buying, you can return it at our risk and expense for a refund, replacement or repair. If it's unsuitable for a purpose you told us about, please let us know within 10 business days of delivery.

If a fault appears later, please let us know within 14 days of noticing it so we can look at a guarantee claim. Guarantee terms for each product are on our website, and we'll need your invoice and any documents listed in our Terms of Service.

What we can't take back

Products that have been installed, fitted, built in, assembled, altered or used.
Products damaged after delivery.
Special-order or custom-made items, which have their own cancellation terms in our Terms of Service.
Anything returned more than 30 days after delivery, unless a Fireboks director has agreed to it.

Small changes in appearance are normal with painted finishes and 3CR12 steel, especially on outdoor products that weather naturally. These aren't treated as faults.

How to return something

Email info@fireboks.com with your order number, what you'd like to return and why, plus photos if it's damaged or faulty.
We'll email you the return instructions and the return address. Please don't send anything back until you have them.
Once it arrives, we'll inspect it and email you to say whether it will be refunded or replaced.