Return & Refunds

You can return any damaged product for a replacement, within seven (7) days of receiving your original order. Should you have a change of mind, and wish to return your item, we must authorise all returns via sales@firestack.co.nz.

If the item/s you received was/were damaged, missing, or not as we described them, then you’ll get a replacement for that item.

We must authorise any returns or replacements via the email sales@firestacks.co.nz
Our policy lasts seven (7) days. If seven days has gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Should you request a return or replacement, we require a receipt or proof of purchase which will need to be authorised through the billing email address or phone number.
A restocking fee of $100 per return is charged per order returned.
Prior to processing refund or replacements, customers are required to send pictures of items whether missing, damaged or unsatisfactory. Without pictures we cannot process your request.
To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Authorisation

Before you return your product, you must email us: sales@firestack.co.nz so we can provide you with return details.

Shipping

Once the return has been authorised and a return organised by us - you will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable including the original shipping cost. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Refunds

Once your return is received and inspected:

We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

If you'd like a refund on an order that has yet to be delivered:

Please notify us by email at sales@firestack.co.nz and we can go about processing a refund to your original payment method.

Late Or Missing Refunds (If Applicable)

If you haven’t received a refund yet:

First check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@firestack.co.nz

Unclaimed Orders

It is the customer's responsibility to follow tracking advice and be present when order is being delivered. Regardless of the postal service, deliveries will always be attempted at least once, and if undeliverable, will then be taken to the local storage yard until claimed. If customer does not claim this order within 10 business days, the order may be returned to us, and in such a case we do not offer a refund or replacement, however can re-send the order if the customer is willing to cover transport costs.

Rejected Orders

If the customer rejects delivery of the product, unless faulty, the customer will be subject to additional delivery fees should they wish to have the product redelivered. Should the customer have a change of mind and not wish to have the product redelivered, a re-stocking fee will apply as above and will be subtracted from the refunded amount.