FireFold Return Policy
We want you to be satisfied with your purchase. That’s why we offer a 30 day money back guarantee on all purchases. If you decide you don’t need your product within 30 days of placing your order, contact a customer service representative to arrange a return.
All returns require an RMA number. If your box arrives at our warehouse with no RMA, we will be forced to make it sit in time out for eternity, which means you won’t be able to complete your return. We know you don’t want that, so use our handy ticketing system or give us a call to request your RMA number.
Once you are issued an RMA number, please mail the package back to us within 10 business days. If it is not mailed within the 10 day window, it will be refused. Please allow up to 14 business days after receipt of your return for it to be fully processed.
A few things to remember:
• Return requests are not a method of cancelling an order. To cancel an order, please contact a customer service representative within 15 minutes of placing your order.
• Your product should be like new and 100% complete with all accessories and documentation (boxes, packing material, manuals, blank warranty card) and have the original UPC intact.
• If you are due a refund, it will be issued via the payment method used to originally place the order.
• If you received free shipping on your order, the shipping cost incurred by FireFold will be deducted from your refund total.
• Shipping charges will not be refunded.
• Some brands may be subject to a restocking fee. Atlona 15% Ethereal 20% Peerless Mounts 25% Kendall Howard 20-50%
• We recommend you insure your package for the full value of your product in case it is lost or damaged in shipment and use a carrier that can provide you with proof of delivery.
• If a store credit is issued for a return, the credit will be valid for up to one year from the issue date.
• Please state the nature of the defect in your return request.
• When we receive your return, our technicians will test the item to determine the defect. You will be contacted with the results of the test and further options.
• Return your receipt for return shipping cost along with your item. If we confirm the item is defective when it is received, we can issue a refund for your return shipping, not to exceed the original shipping charges.
• If our technicians determine the item is not defective, you can choose from these options:
1. Receive a refund for the item if you are within the 30 Day Guarantee
2. Pay for shipping to have the item returned to you
3. Receive a store credit for the item.
Open Box and Clearance Returns
• Open Box and Clearance items are only eligible for refund if defective. Order Mistakes or Damaged Packages
• If we made an error on your order or you received damaged product, please contact us within 10 business days of receipt of the package to report any discrepancy or damage. After 10 days, we are not responsible for any order issues. Refused Shipments
• The quickest way for us to be able to handle your return is for you to accept delivery, then contact us about sending it back. If you refuse shipment, your shipping will still not be refunded. It will only delay your credit for your purchase. On all shipments to customers, we incur shipping and handling costs.
• If through no fault of FireFold, the shipment is refused, we will deduct any shipping and handling fees from your return to recover the expenses we incurred. We also reserve the right to impose a 20% restocking fee for an unauthorized return.