RETURN & REFUND POLICY

At FireRescueTM, we stand behind the quality of our products. This policy outlines your rights and our procedures for returns and refunds.

1. RETURN ELIGIBILITY PERIOD

For United States Customers:

• Returns accepted within 30 days from the date of delivery
• After 30 days, we cannot offer refunds, exchanges, or replacements

For European Union Customers:

• You have a 14-day cooling-off period from receipt of goods during which you may return items for any reason (as required by EU Consumer Rights Directive 2011/83/EU)
• Extended return window: We accept returns up to 30 days from delivery date
• See Section 9 for complete EU consumer rights

For All Other International Customers:

• Returns accepted within 30 days from the date of delivery

All return requests must be submitted to: support@firerescuetm.com

2. NON-RETURNABLE ITEMS

To maintain product quality and safety standards, the following items cannot be returned or exchanged unless they arrive defective, damaged, or incorrect:

A. Made-to-Order Items: Customized or personalized products containing:

• Names, initials, or personal text
• Custom dates or numbers
• Specific design modifications requested by customer
• Custom size specifications outside standard offerings

Important for EU Customers: Under EU law, customized items are exempt from the 14-day cooling-off period ONLY if you were clearly informed before purchase that the item was being made specifically for you and cannot be returned. This information is displayed on the product page, in your cart, and at checkout. By proceeding with purchase, you acknowledge this exemption.

B. Hygiene & Safety Items: Items that have been:

• Used, worn, or washed
• Removed from protective packaging (if applicable)
• Altered or modified by customer
• Damaged by customer handling or storage

C. Other Non-Returnable Items:

• Gift cards or digital products
• Items marked as "Final Sale" (clearly indicated at purchase)
• Items returned without all original components, packaging, or accessories

D. Defective Custom Items: If a non-returnable customized item arrives defective, damaged, or incorrect due to our production error, we will replace it or provide a full refund at no cost to you.

3. ELIGIBILITY REQUIREMENTS FOR RETURNS

To qualify for a return, all of the following conditions must be met:

Product Condition Standards:

• Item must be unused and unworn
• Item must be in original, resalable condition with all original tags and labels attached, original packaging intact, all accessories included, and no signs of wear or damage

Inspection Criteria: Returns are inspected by our quality control team. Items are considered in "original condition" if they show no signs of use or wear, have no odors/stains/pet hair, have no loose threads or fabric damage, and retain original folding/packaging (where applicable).

If disputed: We will provide photos of the returned item's condition. Final determination rests with FireRescueTM, but you may dispute within 3 business days of notification.

Documentation Required:

• Proof of purchase (order number or confirmation email)
• Return Merchandise Authorization (RMA) number - see Section 4

Return Authorization:

• All returns MUST be pre-approved with an RMA number
• Returns shipped without RMA will be refused or returned to sender at customer's expense
• Customer is responsible for all shipping costs for unauthorized returns

4. RETURN AUTHORIZATION PROCESS (RMA)

DO NOT ship items back without approval. Follow these steps:

Step 1: Email support@firerescuetm.com within your return window with: order number, item(s) you wish to return, reason for return, and photos (if claiming defect or damage)

Step 2: We will review your request within 1-2 business days

Step 3: If approved, you'll receive: RMA number (must be written on package), return shipping instructions, return address, and estimated processing timeframe

Step 4: Ship item back within 7 days of receiving RMA approval

Step 5: We'll inspect and process your return within 3-5 business days of receipt

5. RETURN PACKAGING REQUIREMENTS

To ensure safe transit and prevent damage during return shipping:

Packaging Standards:

• Use original product packaging whenever possible
• If unavailable, use a sturdy shipping box with protective cushioning (bubble wrap, packing paper)
• Seal box securely with packing tape
• Include RMA number clearly visible on outside of package

Important:

• Damage caused by inadequate packaging (verified by carrier reports or photographic evidence) will result in partial refund or denial
• We are not responsible for items lost or damaged during return transit
• Use tracked shipping methods and keep your receipt until refund is processed
• We recommend purchasing shipping insurance for high-value returns

6. RETURN SHIPPING COSTS

Customer Pays Return Shipping When:

• Change of mind or preference
• Ordered wrong size, color, or style
• Non-defective returns for any reason
• EU customers exercising 14-day cooling-off right

Estimated costs: $5–$25 USD depending on origin, weight, and carrier selected

FireRescueTM Pays Return Shipping When:

• We sent the wrong item
• We made an error in customization
• Item arrived damaged or defective due to manufacturing/shipping
• Error was on our end

Return shipping costs will be deducted from approved refunds when customer is responsible.

7. RESTOCKING FEE

A 20% restocking fee applies to the following return situations:

When Restocking Fee Applies:

• Returns due to incorrect/incomplete shipping address provided by customer
• Refused deliveries (package rejected at doorstep)
• Unclaimed packages returned to us by carrier
• Returns shipped without RMA authorization
• Items returned missing components, accessories, or original packaging
• Items returned outside the approved return window (but within reason)
• Returns for non-quality reasons (preference, wrong size selected, etc.)

When NO Restocking Fee Applies:

• Defective or damaged items
• Wrong item sent by FireRescueTM
• Manufacturing defects or errors
• Items that don't match product description
• Returns within EU 14-day cooling-off period (EU only)

Calculation Example: Order total: $100 | Return shipping: $10 | Restocking fee: $20 (20% of $100) | Refund issued: $70

This fee covers inspection, quality control, repackaging, and administrative processing.

8. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect, we will make it right.

Reporting Timeframe:

• You must report issues within 7 days of delivery
• Claims submitted after 7 days may not be eligible for replacement/refund due to carrier insurance limitations and verification requirements

Required Documentation: Email support@firerescuetm.com with: order number, clear photos showing the damaged/defective item (multiple angles), product packaging showing damage, shipping label/box condition, and detailed description of the issue.

Resolution Options: Once verified, we will offer: Free replacement (shipped at no cost), Full refund (including original shipping), or Partial refund (if you wish to keep item with defect)

Processing time: 1-2 business days after receiving your claim

No return shipping required: In most cases, you can keep or dispose of defective items (we'll confirm via email)

9. EU CONSUMER RIGHTS (European Union Customers)

Your 14-Day Cooling-Off Period: Under EU Consumer Rights Directive 2011/83/EU, you have the right to cancel your order within 14 days of receiving goods, for any reason and without justification.

How to Exercise This Right:

1. Notify us within 14 days: support@firerescuetm.com
2. Return items within 14 days of notification
3. Items must be in original condition

Costs:

• You pay for return shipping costs
• No restocking fee applies during cooling-off period
• Full refund issued within 14 days of receiving returned goods

Exceptions (Cannot be returned under cooling-off period):

• Customized/personalized items made to your specifications (as clearly disclosed before purchase)
• Items that cannot be returned for hygiene reasons once unsealed

Your Rights for Defective Items:

• If goods are defective, you have 2 years to claim under EU consumer guarantee
• We will repair, replace, or refund at no cost
• Return shipping costs covered by us for defective items

This does not affect your statutory rights under EU law.

10. WRONG OR INCOMPLETE SHIPPING ADDRESSES

Customer Responsibility: You are responsible for providing accurate, complete shipping information at checkout.

We Are Not Liable For: Packages lost, returned, or delayed due to incorrect address provided by customer, missing apartment/unit/suite numbers, invalid or undeliverable addresses, delivery refusal by recipient, or unclaimed packages at carrier facility.

If Package Returns to Us: We will contact you to arrange reshipment. You will be charged: Return shipping cost (what carrier charged us), Re-delivery shipping cost (to ship again), and 20% restocking fee (for processing).

Address Verification: Please double-check your address before completing checkout, ensure apartment/suite/unit numbers are included, and provide a valid phone number for delivery updates.

11. REFUND PROCESSING

Inspection Timeline:

• Returns are inspected within 3-5 business days of receipt at our facility
• You'll receive email notification with approval/denial and explanation

Refund Issuance:

• If approved: Refund issued to original payment method within 2-3 business days of approval
• Your bank/card issuer may take additional 3-7 business days to post the credit to your account

Refund Amount Calculation:

Original Purchase Price
- Return Shipping Cost (if customer pays)
- Restocking Fee (if applicable, 20%)
- Original Shipping Fee* (if return is not due to our error)
= Final Refund Amount

*We refund original shipping costs only if item was defective or we made an error.

Refund Denials: Refunds may be denied if: item returned outside eligible window without prior approval, item shows signs of use/wear/washing/damage, item returned without RMA number, non-returnable item returned (unless defective), or item significantly different from condition sent.

If denied: We will notify you with explanation and photos. You may: dispute within 3 business days with additional evidence, request return of item (you pay return shipping), or donate item (we cannot return refused items).

12. LATE OR MISSING REFUNDS

If you haven't received your refund within expected timeframe:

Step 1: Check your bank account/credit card statement again Step 2: Contact your credit card company - processing may take time Step 3: Contact your bank - there's often processing time before refunds post Step 4: If still not resolved, email support@firerescuetm.com with: order number, date return was delivered to us, and original payment method used

We'll investigate and provide transaction confirmation.

13. EXCHANGES

We do not offer direct exchanges.

If You Need Different Size/Color/Style:

1. Return your original item following this policy
2. Place a new order for desired item

This ensures faster processing since we don't need to wait for return before shipping replacement.

For Defective Items:

• We will send free replacement immediately upon verification
• No need to return defective item in most cases

14. CHANGE OF MIND / BUYER'S REMORSE

For US, Canada, Australia, & Other Countries: We do not provide refunds solely for: change of mind or preference, selecting wrong size/color/style, buyer's remorse, ordering by mistake, disliking appearance/feel after receiving, or "it doesn't fit my space/style."

However: You may still return non-customized items within 30 days subject to: 20% restocking fee, return shipping costs, and compliance with all return eligibility requirements.

For EU Customers: You have full 14-day cooling-off period rights (see Section 9)

15. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

Maximum Liability: FireRescueTM's total liability for any return-related claim shall not exceed the original purchase price of the item(s) in question.

No Consequential Damages: We are not liable for: loss of use or enjoyment of product, shipping delays affecting events or deadlines, emotional distress or inconvenience, travel costs to return items, lost opportunities or indirect damages, or any costs beyond the purchase price.

Third-Party Carriers: We are not responsible for: lost or damaged returns during transit, carrier delays or service disruptions, or carrier refusal or customs holds on returns.

Force Majeure: We are not liable for inability to process returns due to circumstances beyond our control including natural disasters, pandemics, carrier strikes, or government restrictions.

16. SALE & PROMOTIONAL ITEMS

For US & International Customers (Non-EU):

• Items marked "Final Sale" cannot be returned
• Sale items may be returned within 30 days but subject to 20% restocking fee
• Promotional/discounted items follow standard return policy

For EU Customers:

• Sale items are still eligible for 14-day cooling-off period
• "Final Sale" designation does not override EU consumer rights
• Items purchased with promotional codes follow standard return policy

17. GIFT RETURNS

If you received an item as a gift:

1. Contact the gift giver for original order number
2. Request return authorization via support@firerescuetm.com
3. Refund will be issued to original payment method (gift giver receives refund)

Alternative: Gift recipient may receive store credit instead of refund to original purchaser (must be requested)

18. MULTIPLE ITEMS IN ONE ORDER

• You may return some items while keeping others
• Restocking fees and return shipping calculated per item
• Original shipping fee only refunded if ALL items returned due to our error

19. GOVERNING LAW

This Return & Refund Policy is governed by:

• For US customers: Laws of the State of Colorado, United States
• For EU customers: EU Consumer Rights Directive 2011/83/EU and applicable national consumer protection laws
• For other regions: Laws of Colorado, USA, except where mandatory local consumer protection laws apply

Any disputes shall be resolved in courts of Denver County, Colorado, or your local jurisdiction where mandatory consumer laws require.

20. CONTACT US

For all return inquiries, RMA requests, or claim submissions:

📧 Email: support@firerescuetm.com
📍 Return Address: (Provided with RMA approval only)
🏢 Business Address: 1500 N Grant St, Suite N, Denver, CO 80203, USA
🕐 Support Hours: Monday–Saturday, 9AM–5PM MST
⏱ Response Time: Within 24–48 business hours

Do not send returns to our business address. Wait for RMA instructions.

21. POLICY UPDATES

FireRescueTM reserves the right to update this Return & Refund Policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the updated policy.

Policy applies to: All orders placed after the "Last Updated" date shown above.