Refund policy
Refund Policy
RETURNS, EXCHANGES OR CANCELLATIONS
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Considering the nature of our products, we generally do not accept returns or exchanges. Indeed, food products can only be returned or exchanged if they have been received damaged.
Please note that some types of products cannot be returned. Perishable goods such as food products can only be returned if they have been received damaged. See below for refund or exchange terms and procedure.
Other items that cannot be returned:
- Gift cards
- Items on clearance
Making a claim
For any return or claim, for example if upon receipt of the merchandise you notice a breakage or any problem with it, please first notify us as soon as possible using one of the means below:
By email: frank@firebarns.com
By phone: 418-953-0528
In store: 104-1470 Thomas-Powers, Levis, QC G7A 0P9
Be sure to leave us your complete contact information (name, phone number and email address) so that we can communicate with you for the next steps.
If you receive a damaged or defective product, you will be required to send us a photo to facilitate the processing of your claim.
To make any return or claim, you must present us with a receipt or proof of purchase.
For online orders, Firebarns is not responsible for package theft, and you should instead file a claim with your personal insurance in the event of theft. Please note that we use non-requested signature carriers to keep our shipping costs competitive.
Please do not return your purchase to the manufacturer.
In addition, please note that :
- This policy does not apply to products that have been used.
- Shipping and handling charges are not refundable. Only the price of the item, including taxes, is refundable.
- In the case of an exchange, the difference in price between the exchanged item and the replacement product is at the customer's expense.
- Items purchased in store can only be exchanged or refunded in store.
- We assume no responsibility for loss, theft or damage to returned merchandise.
In store or remotely
All claims can be made and processed in store. If you choose to do this remotely, here are the conditions that will apply.
Refunds or exchanges (if applicable)
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision as to whether your claim has been approved or rejected.
If your request is approved and a refund is issued, a credit will automatically be applied to your credit card or original payment method within 5 days.
If it is an exchange, the replacement item will be shipped to you within 5 days.
Late or Missing Refunds (if applicable)
- Please check your bank account again first.
- Then contact your card issuer. There is often a processing time required before a refund is posted.
- If after completing all of these steps you still have not received your refund, please contact us at frank@firebarns.com
Shipping
To return a product, you must mail it to 104-1470 Thomas-Powers Street, Levis, QC G7A 0P9
You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping cost will be deducted from it.
Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item valued at more than 75 $, you should consider using a shipping service that allows you to track the shipment or purchase shipping insurance. We do not guarantee that we will receive the item you return.
Cancellation
It is not possible to cancel your order once the transaction has been completed. You will have to return it for a refund (if it is a product eligible for a refund).
Return of a product shipped to the wrong address
Our carrier will attempt to deliver all packages. However, if they are unable to deliver the item, the package will be returned to the original address on the shipping label.
A customer service representative will then contact you to confirm whether you wish to cancel or receive your order. Your shipping information will be validated and you will be responsible for the cost of reshipping your order.
