Refund and Return Policy
Effective Date: May 12, 2025
At Firenovas, we strive to ensure that our customers are completely satisfied with our fire safety products and services. This Refund and Return Policy outlines the terms under which refunds or returns are accepted. By purchasing our products or services, you agree to the following terms:
1. Products and Services Covered
This policy applies to the purchase of fire protection systems, fire safety equipment, and services provided by Firenovas, including installation, maintenance, and consultations.
2. Refund and Return Policy for Products
If you are not satisfied with the fire safety products purchased from Firenovas, you may return them under the following conditions:
Product Returns: Products may be returned within 14 days of purchase. The product must be unused, in its original packaging, and in resellable condition. You must provide proof of purchase (receipt or order confirmation) when returning an item.
Damaged or Defective Products: If a product is damaged or defective upon arrival, please notify us immediately at info@firenovas.xyz. We will arrange for a replacement or full refund of the product.
Non-Returnable Products: Customized fire safety systems, special orders, or products that have been used or altered are non-returnable.
3. Refund Policy for Services
For services such as fire risk assessments, system installations, or maintenance, our refund policy is as follows:
Service Cancellations: If you wish to cancel a service before it is performed, you must notify us at least 48 hours in advance. You will be eligible for a full refund for any prepaid services.
Completed Services: Once a service has been completed (e.g., installation or consultation), no refunds will be issued, as these services are considered final.
Service Dissatisfaction: If you are dissatisfied with any of our services, please contact us directly at info@firenovas.xyz. We will review your case and, if applicable, offer a resolution, such as a re-performance of the service or a partial refund, depending on the circumstances.
4. How to Return a Product or Request a Refund
To initiate a return or refund request, please follow these steps:
Contact Us: Email us at info@firenovas.xyz or call 078 4080 2819 within 14 days of purchase to inform us of your intent to return a product or request a refund.
Provide Information: Include your order number, a description of the issue, and the reason for the return or refund request.
Return the Product: If applicable, return the product in its original packaging to the address provided by our customer service team. You are responsible for the shipping cost for returns unless the product is defective or damaged.
Refund Processing: Once we receive the returned product (if applicable), we will process the refund within 7-10 business days. Refunds will be issued to the original payment method.
5. Exceptions and Limitations
Non-Refundable Services: Some services, including customized installations or consultations that have been fully performed, may not be refundable.
Shipping Costs: Shipping and handling fees are non-refundable, except in cases where the product is damaged or defective upon arrival.
Non-Returnable Items: Certain products, such as special-order items, customized systems, or services that have already been rendered, may not be eligible for returns or refunds.
6. Contact Us
If you have any questions or concerns regarding our Refund and Return Policy or need assistance with a return or refund request, please contact us:
Email: info@firenovas.xyz
Phone: 078 4080 2819
Address: 22 Seaford Road, Cutnall Green, United Kingdom