How quickly can I return an item?
We will accept item(s) for exchange or refund provided they are returned as new, i.e. are unworn and have been returned with the original packaging, including tags, within 7 days of purchase. Returns that are damaged (including the packaging), soiled or altered may not be accepted and may be returned to the customer. Please fill out our “Return form” and send us pictures of the item. Please allow for up to 45 days for the refund transfer to be completed.
What form of refund can I get?
Once the product has been evaluated and it’s eligible for return, we will issue the refund back to the original mode of payment or as a store credit that you can use to order a replacement item or you can use it on your next purchase. It will be valid for 6 months.
Not Eligibile For Return
- If Item or original packaging. has been damaged.
- If Item has been retuned after 7 days.
- If item belongs to the List of Non-Returnable Items.
- Defective products which are not covered under the manufacturer’s warranty.
- Any consumable item which has been used or installed.
- Products with tampered or missing serial numbers.
- Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories.
- Fragile items, hygiene related items.
Mandatory note: Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
What if I receive an item with manufacturing defect?
If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please contact our Customer Care Team within 7 calendar days from the date of receipt at [email protected] or call 800-3343 so we can start investigating the problem. Please send us pictures or video of the item showing the fault or damaged part.
We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.
If the item is confirmed to have a manufacturing defect by our technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.If it’s already more than 7 calendar days from the date of delivery, we will repair the item.
Should you decide that you do not want a replacement and the return request was received within 7 calendar days from the date of receipt, we can issue a store credit valid for 6 months from the issue date. Alternatively, we can process a refund to your PayPal or credit card account. If you paid COD (Cash on Delivery), you will be given a refund in the form of Fire Supplies Online credit. Kindly note that we are unable to process a cash refund.
If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.
Free Returns UAE – How?
Option 1 : Email [email protected] and drop the items to us at our office 63B, zommorodah building, Karama, Dubai. Upon inspection and confirmation of the item being in perfect sellable condition, we will refund the amount to you via credit card, online store credit (via a voucher code) or cash
Option 2 : Email [email protected] and we will schedule one of our drivers to pick up your returned product package when we are next in your area – FREE. We will confirm receipt as soon as we receive it for refund processing.
Do I Have To Pay For Shipping?
Unopened items (original condition and packaging) reported within 7 calendar days from the date of delivery
- Total value less than AED 1000:
- Collection –Aed 50
- Total value more than AED 1000:
- Collection –Free of Charge
Items with manufacturing defect reported within 7 calendar days from the date of delivery
- Collection – Free of charge
- Delivery of replacement – Free of charge
Items with manufacturing defect reported after 7 calendar days from the date of delivery
- Collection – AED 50
- Delivery – AED 50
Items under warranty that needs check-up and repair due to manufacturing defect, more than 7 calendar days from the date of delivery
- Collection – AED 50
- Delivery – AED 50
How long does it take for the whole return and exchange process to be completed?
- We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.
- Refunds to credit card or PayPal usually takes 7-10 working days from when we have received and evaluated the product.
What delivery destinations does the Fire Supplies return policy apply to?
Our return policy is applicable to items delivered within the UAE only. We are unable to process a return for items shipped to any other destination.
Should you not want to wait for a driver to be in your area we can organize a pick up which will be charged at the started delivery charges at Aed 50
Returns From Outside The UAE
Please note that we cannot offer free returns for products from outside the UAE currently. Please follow these steps for returns:
1. Contact us [email protected], our team will discuss to access whether your items are eligible for return. If agreed we will organize a courier to collect the items.
2. When we receive the goods at our office in the UAE, after inspection and confirmation of them being in perfect sellable condition, we will issue an online store credit to you (via a voucher code), LESS any cost in shipping and customs for the item to be returned.
1. Gifts can be exchanged within 7 days of purchase (no cash refund) for other items to the same current value when the goods are exchanged; or towards a higher priced item with any additional amount to be payable. In your package you will have received a ‘Gift Receipt, please contact us at [email protected] and follow the ‘UAE free returns’ process above.
Products we can’t refund or replace:
- Personalized items.
- Products with extended delivery time.
- Items on sale.
- Electronic items where the original seal is broken.
- Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn).
- Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period.
- Items that have been assembled, used, altered or installed, unless defective.
- Items that were sealed and require their hygienic levels to be intact from the manufacturer.
Further exceptions are mentioned along with the product description.
Items presented in a branded box must be returned unmarked in their original, undamaged packaging as this is considered part of the product and considered unfit for resale if the packaging is damaged. Please note that items returned without their box or in a damaged box may not be accepted.
1.We take pride in the brands and products we stock and have tried and tested all of them before they make it onto our site. However, mistakes happen in manufacturing and we never want a customer with a faulty item.
2.An item(s) is deemed faulty if it is received damaged or has a manufacturing fault that is immediately evident or occurs within 1 month of the item being received. Where possible the item(s) will be repaired or replaced for the same product, in the same size and colour, subject to availability. If the item(s) cannot be repaired or replaced for the same item, an exchange will be offered or full refund will be issued.
3.Repairs do not come with any guarantees. All items returned as faulty will be inspected and any items deemed subject to fair wear and tear will not be accepted as faulty.
Cancelling Your Order
You have the right to cancel within 24 hours of your order and the amount will be fully refunded including delivery charges back to the payment solution used initially by you if cancelled prior to dispatch. However if the order has crossed 24 hours, the amount will not be refunded but will remain as store credit and can be used for future purchases.
How To Cancel Your Order
Please notify our Customer service Team in writing to [email protected] within 24 hours of placing your order.
Please do not hesitate to revert for any further queries. We are always happy to help!