Return & Refund Policy

At Firamart, we are committed to providing a safe, transparent, and fair online shopping experience for all our customers. Below is our detailed return and refund policy to give you peace of mind when placing an order with us.

1. Return/Refund Timeframe

You may request a return or refund within 35 days from the date you receive your order. After 35 days, we are unable to process returns or refunds due to operational and warehousing constraints.

2. Eligible Return/Refund Cases

We will support returns or refunds in the following situations:

a) Order does not match the original purchase

  • Incorrect item, size, or color
  • Extra or missing products in the order

b) Product is defective or damaged

  • Manufacturing defects: faulty stitching, smudged or peeling print, uneven finishes
  • Torn, stained, or damaged items upon opening
  • Product significantly differs from the description (fabric, size, color, design)

c) Conditions for approval

  • Items must be unworn, unwashed, and with original tags/labels
  • Request submitted within 35 days of receiving the order

3. Non-Eligible Return/Refund Cases

We are unable to accept returns or refunds in the following scenarios:

  • Product damaged due to customer misuse: tears, stains, incorrect washing, deformation from wear.
  • Item has been worn, washed, or is missing tags.
  • Request submitted after 35 days.
  • Personal reasons: change of mind, no longer needed, dislike of design, etc.

4. Canceling or Modifying an Order

Customers may request to cancel or modify an order within 12 hours of placing it. 

Supported requests include:

  • Change item size, quantity
  • Updating recipient information: Name, address, phone number
  • Full order cancellation

Send your request via email: [email protected]

Subject line: "Cancel/Modify Order_[Order ID]"

5. How to Submit a Return/Refund Request

To ensure your request is processed quickly, please email [email protected] with the following information:

  • Order ID
  • Reason for return/refund
  • Detailed description of the issue
  • Clear images/videos showing the defect or issue

Response time: within 1-2 business days

6. Resolution & Support Methods

Once your request is verified and approved, Firamart will offer one of the following solutions:

a) Replacement product

  • We will ship a new item that matches your original order (if in stock)
  • Firamart will cover shipping costs

b) Refund

  • Refund issued via your original payment method
  • Includes shipping fees
  • Processing time: 3-7 business days (depending on your bank or payment gateway).

Note: You do not need to return the defective product. No return shipping costs will be incurred if your request is approved.

7. Size Exchange Due to Incorrect Order

We support size exchanges if:

  • Item is unworn, unwashed, and with original tags
  • Request is submitted within 35 days of receiving the item

Costs & Process:

  • Customer is responsible for round-trip shipping fees
  • Items must be sent to our warehouse address (to be provided upon request approval)

8. Shipping Liability Disclaimer

Firamart is not responsible for failed deliveries due to incorrect or incomplete customer information.

Examples include: Missing or incorrect address details (house number, street name, ZIP code, etc)

9. Contact Information & Support

If you have any questions about returns, shipping, or your order, feel free to contact us:

  • Email: [email protected]
  • Phone: (720) 803-6073
  • Working Hours: Monday through Friday, 8:00 AM - 5:30 PM (MDT).

General Notes

  • This policy applies to all orders placed via the official Firamart website.
  • Firamart reserves the right to refuse requests that are invalid, false, or show signs of fraud.
  • This policy may be updated without prior notice. Please check the latest version at the time of your order.