Firefly-direct Return and Guarantee Policy

Returns

At Firefly-Direct we work with many top brands in the industry this ensures our customers get the highest quality products.

We really want you to be very happy with your purchase and we will do everything we can to make sure you have the best shopping experience.

You may return most new unopened items within 30 days of delivery, while firefly-direct includes free shipping on all our products at no extra charge the customer is responsible for all the shipping costs tied to the return of the product, the customer is also responsible for the cost of shipping that occurred from Firefly-Direct to the customer.

To return you item you must request a return authorization number (RAN) please don’t return your item without one, you can request a RAN by emailing support@firefly-direct.com we will respond to you request within 24 hours

If the time is past the 30 days we are no longer able to offer a refund.

We will refund you within 20 days of the collection receipt minus all the shipping costs.

The Following Items May Not Be Returned 

Made to measure items

Any items shipped to Canada 

Items without the original packaging including shipping pallet

Items that have been used or modified in anyway

Products which are eligible for parts under manufacturers warranty

Most of our manufacturers require a 20% restocking fee on returning items.

If the Item is damaged or Faulty this doesn’t fall under these terms

Cancelling Orders 

We can cancel you order at no cost to you right up until the shipping label or Bill of lading has been made, or before production of a custom made order this cannot be cancelled if already in production. 

Any cancellations made after this time will refer to our returns policy.

Faulty Items 

If your products appears defective upon use please contact us straight away we can either contact the manufacturer or we can give you the manufactures details to contact them.

Warranty and Guarantee

All of our products come with at least 12 months manufacturer’s guarantee and can often extend to anything up to 5 years. Extended guarantees are all subject to annual service and maintenance. If you encounter any faults during the specified guarantee period, we suggest contacting our customer services first. Policies can vary between manufacturers meaning that the process they carry out to deal with these issues can differ. We will either contact the manufacturer on your behalf or pass their contact details on to you depending on the manufacturer’s preference.