Politique de remboursement
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with all the original parts (e.g., nuts, bolts, etc.), and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at @fireheadpet.com. Send us pictures and tell us how the product didn't meet your requirements. Maybe there is a chance we can make it right by you without having to return the product.
Once we've received your request, we'll review and reach out to you within 24hours.
If your return is accepted, we’ll send you full instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Nature of our physical products
All of our products are individually made, by hand, in small batches. Most of them, are composed of 3D printed parts right in our shop. We use the latest in printing machines but the nature of such process is they do leaves some subtle irregularities — such as faint layer lines, surface variations. Although we do our upmost in refining our printing process, printing layer by layer is not like massive plastic injection parts. However, the materials we use and the methods we use to print makes them extremely strong and resistant.
So, because of this, we do not refund or exchange under any circumstance for dissatisfaction with variations in texture, color, surface detail, or finish of our products. By placing an order on this site, you acknowledge and accept these terms.
Damages and issues
If you receive a damaged product, you must email us within 48 hours of the package being marked as delivered. Please include photo proof of the following:
- The outer packaging (shipping box)
- The inner packaging (how the product was packed)
- The damaged item itself
- Any area of the packaging where there is an obvious dent/bend/etc.
We cannot accept damage claims submitted after the 48-hour window—no exceptions.
Please note: even if your purchase is intended as a gift for a later date, the recipient or buyer is still responsible for inspecting the package within this 48-hour timeframe. We are unable to accommodate damage claims reported after that period, regardless of when the item is opened or gifted.
Depending on availability, a replacement or refund may be issued.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Exchanges
We do not offer any exchanges on your purchase.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.