Refund policy
Returns and Exchanges
Original order number/packing slip must be included with all returns.
Items will be eligible for return under the following conditions:
- The item(s) must be returned within 15 days from the delivery date. No returns will be accepted after 15 days.
- Items must be in "new, unaltered and unused condition". This means unused, unwashed, with sale tag still attached and in the original package. Items showing signs of use, alteration, or damage, and without a tag will not be eligible for exchange or refund.
- Items must not be closeout sale items, special orders, or limited edition.
- Items must not be labeled as "final sale" under the item's description.
- All accessory items, such as masks, beanies are final sale and therefore cannot be refunded or exchanged.
- Pre-ordered items are eligible for store credit only.
- Shipping charges incurred during checkout and/or return are not refundable.
- No returns or refunds on Fire Kai Gift Cards.
If an item is not received, received damaged, or is incorrectly shipped by us please contact us immediately at orders@firekai.com so that the error can be corrected. After 15 days your order will be considered fulfilled and cannot be corrected. Items that are defective and shipped from us will qualify for store credit.
Store Credits are contingent upon inspection of item(s) once we receive it. Again, you must contact us within 15 days if you intend to return any item back to our store. Items returned to us after 15 days and without contacting us will not be credited.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Stolen/Missing Packages - Fire Kai is not responsible for stolen or missing packages that have been delivered by the postal carrier. In the unfortunate event that your package is stolen or missing, please check with the local shipping carrier to verify package was delivered. We will do our best to work with you towards a reasonable solution to the best of our abilities.
Shipping & Return Shipping - All shipping costs & services are non-refundable. Refunds or exchanges can be returned in person to one of our locations or by shipping. Fire Kai shipping labels will often reduce the cost of shipping, and we are happy to help in facilitating a return shipping label with your approval that will be deducted from your refund, return, or exchange.
Email: orders@firekai.com