DELIVERIES

The delivery fee will be will displayed when you checkout and recorded in your Order confirmation and invoice.

Delivery of Your Order will be made 1-3 days from the date that your Order confirmation is sent to you, except during sales and/or special events, such as Black Friday or Cyber Monday, or End of Year shut down periods, when delivery may take up to 7-10 business days. We do not guarantee that Your Order will be dispatched or delivered on any particular date and time.

Your Order will only be delivered to a valid address in South Africa, on business days between 08h00 and 16h00 and You, or the person accepting delivery on your behalf, may be requested to produce identification, when accepting the delivery of Your Order.

Two attempts will be made to deliver Your Order and should you fail, refuse or neglect to be available and accept the Order after 2 attempts, You may be liable for additional delivery charges or We may elect to cancel Your Order, in which event We will refund You the full transaction value less delivery charges already incurred and a reasonable administration charge.

When your Order is delivered, You must inspect the Products and be satisfied that the Products conform to the quality and quantity You ordered and are free from any defects. You are not able to return any Products to Us with the courier and if you wish to return the Products, You must follow the returns procedure, as contained in our Online Returns Terms and Conditions, which can be found on www.thefirehouse.co.za

ORDER ASSISTANCE

If you require assistance with your Order or have made a mistake with your order, please contact us on sales@thefirehouse.co.za or

031 765 1948  for assistance.

Returns Policy & Warranty

1. Introduction
1.1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
1.2. You may return any product that you bought from the www.thefirehouse.co.za Website if:
1.2.1.The product was damaged in transit;
1.2.2.You received the wrong product;

2. Returns on online purchases or unwanted post-purchase products:
2.1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
2.2. You can return a product to The Firehouse, provided:
2.2.1.it is not tampered with, undamaged and unused, with the original labels and stickers still attached;
2.2.2.it is not missing any accessories or parts; and
2.2.3.you return the product to The Firehouse together with the invoice emailed by logging a return within 2 days of delivery to you or collection by you of the product. After 2 days, you can only return a product if it is defective.
2.3. Once we have inspected the Returned Product and validated your return, we will refund with the purchase price of the product within 10 working days of the return being received at our warehouse.
2.4. You may also elect to exchange a Returned Product for another product that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, The Firehouse will refund the balance.
2.5. The Firehouse may charge you a handling fee of up to 15% (Fifteen percent) of the total purchase price of any Returned Product if packaging is damaged, and based on the particular suppliers’/manufacturers’ return policy.
2.6. If the tamper seal on the product is broken or tampered with your refund and warranty becomes null and void.
2.7. All Returned Products are subject to inspection by The Firehouse prior to a refund or an exchange.
2.8. If you want The Firehouse to collect the Returned Product from you, please make sure to contact us via email or telephone. The Firehouse may charge a fee to facilitate the collection on the Returned Product. This is applicable to purchases made online.
2.9. Products will not be refunded or exchanged due to incompatibility or wrong item chosen. Please check all information of the product before placing an order.
2.10 A courier collection fee may be charged on refunds and exchanges.

The Firehouse will process the refund within 10 working days after the returned product is received.

3. Products damaged on delivery
3.1. Should a product be damaged or missing any parts or accessories at the time of delivery, please notify The Firehouse within 2 days of such delivery. Please take a photo of the damage of the product and the packaging and make a note on the courier waybill if it was delivered via courier.
3.2. Once we have inspected the product and validated your return, we will repair or replace the product as soon as possible or issue a refund.

4. Faulty Products
4.1. All Firehouse products are covered by the importer’s/manufacturer’s local warranty unless otherwise stated. Each supplier carries their own warranty which we in turn honour being their local agent.
4.2. If any Firehouse product is found to be tampered with, warranty will be void.

5. Refunds
5.1. Firehouse will only issue a refund following inspection of the returned product.
5.2. Refunds may take between 5-10 working days to process.
5.3. The Firehouse will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.


6. Returns Lacking Proof of Purchase
Reimbursements on returns that has no proof of purchase will require an email address, shipping address, name under which the order was placed or any other reasonably required information to trace your order number and the item. If not provided, then we may either deny or limit the refund amount.

7. Warranty
The Firehouse does not manufacture any products. We are agents for many different manufacturers and product importers. Each of our suppliers carry their own warranties which we in turn honor.

8. General
To process a return, refund or exchange please send an email to sales@thefirehouse.co.za with your request. We are also available on phone call 031 765 1948.