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Please do not use an RMA request as a method of cancelling an order. To cancel an order, please call a customer service representative at 704-979-7100 within 15 minutes of placing your order. We are not able to make changes or cancel orders after 15 minutes of being placed.
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. 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. Refused shipments can take up to 14 days and may incur a restocking fee up to 25%.
FireFold wants you to be satisfied with your purchase which is 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 you can contact a customer service representative to set up your return. Returns for functional products past 30 days are not accepted.
All returns require an RMA number clearly written on the outside of your package (Do not write on the product). Product returned without an RMA number will be refused. Returned product must be in original packaging, like new condition without visible wear and tear, complete with manuals, accessories and documentation. Returns should be free of non-removable labels and writing on the product and packaging.
*Returns made that do not meet these guidelines at the discretion of FireFold will be subject to a 15% restocking fee or customer will have the option to pay shipping costs to have the products shipped back.
All returns require an RMA number. To obtain an RMA number, please fill out the form below. Any returns without an assigned RMA number written clearly on your return package will be refused and returned to sender. All returns should be mailed within 10 business days. Packages postmarked outside of 10 business days will be refused. Please allow 5-10 business days from delivery for your return to be fully processed.
Address your return to:
If you are to receive 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 cost incurred by FireFold will be deducted from your refund total.
Select brands may be subject to a restocking fee: Atlona 15%, Ethereal 20%, Peerless 25%, Kendall Howard 25%.
If a store credit is issued for a return, the credit will be valid for up to one year from the issue date.
We cannot accept defective product returns past 30 days unless your product is covered under warranty. Please state the nature of the defect in your RMA request. Your product will be tested by our technicians upon arrival. Once we determine your product to be defective we will ship you the replacement product via USPS or FedEx Ground. If we determine the product is not defective, you will have the option to pay to have the product returned to you or you can have us dispose of the product for you. Remember after 30 days products are non-returnable.
All sales are final for open box and clearance items. Products under this category are not covered under warranty.
If we made an error on your order, please contact us within 10 business days of delivery to report discrepancies or damage. After 10 business days, FireFold will not honor returns or exchanges for these issues.
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