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 & Refund Policy to ensure you can shop with confidence.

1. Return & Refund Timeframe

You may request a return or refund within 35 days from the date you receive your order. 

2. Eligible Return & Refund Cases

We will support returns or refunds in the following circumstances:

a) The order does not match the original purchase

  • Wrong item, size, or color received
  • Missing or extra items in your order

b) The product is defective or damaged

  • Manufacturing defects: faulty stitching, smudged or peeling prints, uneven surface, etc.
  • Product is torn, stained, or damaged upon opening the package
  • The product differs significantly from the description (in material, size, color, or design)

c) Acceptance conditions

  • The product must be unworn, unwashed, and with original tags/labels intact
  • The request must be submitted within 35 days from the date of receipt

3. Non-Eligible Return & Refund Cases

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

  • Product damage caused by customer error: tears, stains, improper washing, deformation due to use.
  • Product has been used, washed, or missing original tags/labels.
  • Request submitted after 35 days from the delivery date.

4. Order Cancellation or Modification

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

Supported requests include:

  • Changing product size or quantity
  • Updating recipient information (name, address, phone number)
  • Canceling the entire order

Please send your request via email: [email protected]

Email subject line: "Cancel/Modify Order_[Order ID]"

Requests sent after 12 hours cannot be processed, as the order will already be in progress.

5. How to Submit a Return/Refund Request

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

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

Response time: within 1-2 business days

6. Resolution & Support (in case of Firamart's Error)

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

a) Send a replacement product

  • We will send a new item matching your original order (subject to availability)
  • Firamart will cover all shipping costs

b) Issue a refund

  • Refunds will be processed via your original payment method
  • Refund 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 item. No return shipping fee will be charged if your request is approved.

7. Exchanges for Change of Mind or Size

We accept exchanges if you wish to change size or simply exchange for another product, provided that:

  • The product is unused, unwashed, and with original tags/labels intact
  • The request is made within 35 days from the date of receipt

Refunds are not available in this case.

Costs & Process:

  • Customer is responsible for all shipping costs (both return and reshipment)
  • The product must be sent to our warehouse address (provided once your request is approved)

8. Shipping Liability Disclaimer

Firamart is not responsible for failed deliveries due to incorrect or incomplete customer-provided information, such as: Missing or inaccurate address details (house number, street name, ZIP code, etc.)

9. Contact & Support

If you have any questions regarding returns or refunds, please contact us at:

  • Email: [email protected]
  • Business Hours: Monday–Friday, 8:00 AM–5:30 PM (MDT).
  • Address: 2525 Arapahoe Ave, Boulder, CO 80302 USA

General Notes

  • This policy applies to all orders placed through the official Firamart website.
  • Firamart reserves the right to reject invalid, false, or fraudulent requests.
  • This policy may be updated without prior notice. Please review the latest version at the time of purchase.