Return & Refund Policy

At Firamart, we are committed to providing a safe, transparent, and reliable shopping experience, ensuring the rights and benefits of our customers.

1. Return & Refund Window

Customers have the right to request a return or refund within 35 days from the date the order is received.

2. General Conditions for Accepted Returns

A product is accepted for return if it meets all of the following conditions:

  • The request is submitted within 35 days from the date the order is received.
  • The product must be intact, unused, unwashed, and must include all original accompanying tags/labels.
  • The order falls under one of the accepted cases listed in Section 3.

3. Accepted Cases for Return & Refund

We accept returns/refunds for the following reasons:

  • Manufacturer defects (e.g., rips, large stains, incorrect print, faulty stitching, etc.).
  • The product was damaged during shipping.
  • Incorrect item, size, color delivered, or missing product compared to the original order.
  • The product received does not match the main description on the website.
  • Customer changes mind, no longer needs, or dislikes the product (Personal Reason).

4. Cases Not Accepted for Return

We reserve the right to refuse return or refund requests if:

  • The request is submitted after 35 days from the date the order is received.
  • The product is damaged, ripped, stained, or loses its shape due to improper use or storage by the customer.
  • The product has been used, washed, or is missing original tags/labels.

5. Return & Refund Request Process

To ensure your request is handled quickly, please follow these steps:

  • Submit Request: Send an email to [email protected]
  • Content: Provide the Order Number, detailed reason for the return, and attach clear photos/videos of the product issue.
  • Response Time: We will respond to your request within 1–2 business days.

6. Resolution

Once your request has been reviewed and approved, Firamart will send a formal confirmation email including the Return Label, the specific return address, and safe packaging instructions.

The shop will bear all Return Shipping Costs and will not charge a Restocking Fee.

Upon receiving the returned item at the warehouse and verifying that the product meets the conditions (Section 2), we will proceed with one of the following two solutions:

  • Solution 1(Refund): Process a refund back to the customer's original payment method.
  • Solution 2 (Replacement): Send a new product (same type, size, color) to replace the defective item (subject to stock availability).

Important Notes:

For returns due to Personal Reasons (change of mind, no longer needed, dislikes the product), we only apply Solution 1 (Refund) and will only refund the Product Value after deducting a fixed Original Shipping Fee of $6.99. Firamart still covers the cost to ship the product back to our warehouse (Return Shipping Fee) for this reason.

Customers must not unilaterally return the product without receiving a confirmation email and the Return Label from Firamart. Firamart will not be responsible for loss or damage to packages returned without following the process.

7. Refund Timeline

Once the refund decision is made and processed, Firamart will initiate the refund operation within 24 hours. The money will be credited to the customer's account within a maximum of 7 business days (the specific time depends on the customer's bank or payment service).

8. Order Cancellation/Change

Customers have 6 hours from the time of placing the order to request a cancellation or modification of the order (size, quantity, shipping address).

Method: Send the request via email to [email protected]

Note: Requests submitted after the 6-hour deadline will not be processed as the order will have moved into the processing and shipping stage.

For successfully canceled orders, we will refund the full order value to the original payment method. The time for the money to be credited to the account is a maximum of 7 business days.

9. Contact Support

If you have any questions related to this policy, please contact:

  • Email: [email protected]
  • Business Hours: Monday–Friday, 8:00 AM–5:30 PM (Eastern Time)