Return policy
Last updated: 21/04/2025
At the house of FIREFIGHTSHOP, We are committed to providing you with quality products that meet the professional requirements of emergency services. If, despite our best efforts, an item does not meet your needs, here are the terms and conditions applicable to any return or exchange.
Right of withdrawal (private customers)
In accordance with European regulations (Directive 2011/83/EU), you have a 14 calendar day deadline from the date of receipt of your order to exercise your right of withdrawal, without having to justify any reasons.
This right applies only to individual customers (excluding professionals).
Return conditions
To be eligible for a return:
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The products must be unused, unworn, in their original packaging intact, with all labels and any accessories.
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You must notify us of your intention to withdraw at the following address:
contact@firefightshop.com
Once your request is accepted, we will inform you of the return procedure.
THE return shipping costs are your responsibility., unless we made a mistake (defective product or product not conforming to the order).
Exclusions from the right of withdrawal
For reasons hygiene, health and safety, No returns or exchanges are possible. for the following products:
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Disinfecting wipes
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Decontaminating shampoo
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Hydrating lozenges
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Technical or protective underwear
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Any hygiene or medical item, once unsealed
These exclusions are provided for in Article 16 of Directive 2011/83/EU.
Refund
Upon receipt and inspection of the returned product, we will process the refund within a certain timeframe. 14 working days using the same payment method as the one used when placing the order.
No refund will be issued if the returned product does not meet the above conditions (condition, packaging, time frame, exclusions).
Professional orders
Orders placed by professionals (Barracks, local authorities, government offices, etc.) do not benefit from the right of withdrawal. Any request for return or replacement must be made on a case-by-case basis, subject to acceptance by our customer service.