Returns and refund policy - FireFightBox

Right of withdrawal

One-time purchase box

You have fourteen calendar days from receipt of your box to exercise your right of withdrawal, without having to give any reason for your decision.

Subscription box

For a subscription, the fourteen-calendar-day withdrawal period runs from receipt of your first box, in accordance with the regulations applicable to contracts for regular deliveries. If you exercise this right within that period, your subscription ends and your first box is refunded under the conditions described below.

Subsequent boxes do not give rise to a new withdrawal period. You remain free to end your subscription at any time, without charge or justification, as explained in the "Cancelling your subscription" section.

How to exercise your right of withdrawal

Contact our customer service at sav@firefightbox.com within the stated period, or write to us at FIREFIGHTGROUP SL, Carrer de Juan de la Cierva y Codorniu 17, 46980 Paterna, Valencia, Spain. A model withdrawal form is available on request.

The cost of returning the goods is borne by you, in the original packaging wherever possible. You may open the packaging and examine the product as you would in a shop: this does not deprive you of your right to a refund. However, we may deduct from the refund any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the product.

Once you have notified us of your withdrawal within the deadline, you will be refunded without undue delay and no later than fourteen days from the day on which we were informed of your decision, using the payment method used for your order.

Cancelling your subscription

You can pause or cancel your subscription at any time, on your own, from your customer account. Cancellation takes effect immediately.

At least fifteen days before each payment, we send you a reminder email stating the date of the next payment. To avoid being charged for the next box, simply cancel no later than the day before that date.

A box that has already been charged at the time of your request is shipped to you as normal, and your subscription ends after that shipment. This box is not refundable, unless it is your first box and you are still within the withdrawal period, or in the event of a missing or defective product (see below).

Missing or defective product

If a product is missing from your box or arrives defective, contact our customer service at sav@firefightbox.com with your order number. Depending on available stock, we will exchange it for the same product or an equivalent one.

Independently of this procedure, you benefit from the legal guarantee of conformity provided for by Spanish law, currently set at three years from delivery, for any lack of conformity existing at the time of delivery. This guarantee applies to every box, whether bought individually or received as part of a subscription. If an exchange is not possible or does not resolve the problem, you may request a price reduction or a refund of the product concerned, under the conditions set out in our Terms and Conditions of Sale.

Refund request (outside the right of withdrawal and the legal guarantee)

We are committed to offering you quality products and satisfactory service. If an exceptional situation arises outside the scope of the right of withdrawal and the legal guarantee of conformity described above, here is how to proceed.

Procedure. Contact our customer service at sav@firefightbox.com, giving the details of your order and the reason for your request. Our team will review your claim and, if it is justified, process the refund.

Processing time. For subscriptions, this goodwill procedure is handled after a period of sixty-five days from the expected date of receipt of your order. This period allows us to check the situation and, if necessary, resolve any delivery-related issue. It does not apply if you exercise your right of withdrawal or your legal guarantee, which follow their own deadlines described above.

Our delivery dates fall between the 25th and the 31st of the shipping month, and receipt may take place up to the 10th of the following month. Please bear this in mind before reporting a non-delivery to us.

Loss or damage in transit

Loss of or damage to your parcel in transit, before you have received it, remains our responsibility, whether or not you have taken out the optional delivery insurance.

Contact us at sav@firefightbox.com within forty-eight hours of receipt in the event of breakage or damage, with supporting photos, or without delay in the event of non-receipt despite tracking showing delivery, or of loss confirmed by the carrier. We handle your request at no cost to you.

However, where the carrier provides proof of delivery in person, or of delivery to a letterbox or safe place, or in the event of an address error on your part, no replacement or refund can be made.

If you have taken out the optional delivery insurance, your request is handled as a priority, with an expedited replacement. Full details of the cases covered by this priority handling and of the exclusions can be found in our Terms and Conditions of Sale.

Parcel returned to stock

If your parcel is returned to us because it was not collected, we will contact you by email twice. You can then request that it be resent for a contribution of eight euros towards shipping costs. If we do not hear from you, the box is returned to stock and you are refunded, minus the delivery costs and a flat fee of ten euros for handling costs.

Any questions about your refund?

Our customer service team is available at sav@firefightbox.com.