Returns & Refunds
We want you to be completely satisfied with your purchase. If for any reason you're not, we're here to help. Please review our return and exchange policy below for detailed instructions on how to process your return or exchange.
1. Return & Exchange Timeframe
Our policy lasts 30 days from the date you receive your item. Returns or refunds can only be made within this period.
2. How to Request a Return or Exchange
Step 1: Contact Customer Service
To initiate a return or exchange, please email us at support@firmabs.com with the following details:
- Your order number
- A brief description of the issue
- Photos or videos of the product issue (if applicable)
Step 2: Review of Your Request
Our customer service team will review your request and respond within 24 hours to confirm whether your return or exchange is approved.
Step 3: Return the Item
Once your request is approved, we’ll provide you with a return address and instructions on how to return the item.
Important Note: Please do not return items to the original shipping address or company address. You must contact us for the correct return address.
We recommend using a trackable shipping method with a signature confirmation, as we are not responsible for lost returns.
Step 4: Refund or Exchange
Once we receive the returned item, we will inspect it within 3-7 business days and issue a replacement (if it’s an exchange) or process your refund.
3. Product Issues
A. Defective Products
On the rare occasion that you receive a defective item, please contact us immediately at support@firmabs.com. In your email, include:
- Your order number
- A brief description of the problem
- Photos of the issue
We offer the following solutions:
- Resend the Product: We will send you a new item, and you’ll need to return the defective one to us.
- Full Refund: We will provide a full refund, and you’ll need to return the defective item to us.
- Partial Refund: You can keep the defective item, and we will offer a partial refund.
Cost of Return:
We will cover the return shipping costs for defective products.
B. Non-Defective Products
Size Issues
If the item doesn’t fit, we recommend checking our size chart before placing an order. If it doesn’t fit, feel free to contact us for assistance.
Other Reasons
If you no longer want the product, we accept returns under the following conditions:
- Refund Method: Refunds will be issued to the original payment method.
- Shipping Costs: We do not refund the original shipping charges.
- Return Shipping Costs: You will be responsible for the return shipping costs.
Cost of Return:
For non-defective products, return shipping costs are your responsibility.
4. Important Notes
Products must be unwashed (unless the issue is related to fading).
Refunds will be processed back to your original payment method.
Credit card refunds may take 3-7 business days (depending on your bank), while PayPal refunds are usually processed within 1 business day.
We do not accept returns for products with man-made damage.
Each order must be returned separately; combined returns for multiple orders are not accepted.
Still Have Questions?
Please feel free to contact our support team:
Email: support@firmabs.com