Return and Refund Policy

Effective Date: July 1, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the FireLux Living website located at www.fireluxliving.com.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

• Email: sales@fireluxliving.com
• Phone: +1 (414) 755-9851
• Address: 790 North Milwaukee Street, Suite 302, Milwaukee, WI 53202
• Hours: Monday–Friday, 9:00 AM – 5:00 PM CST

3. Return Eligibility

Customers have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

• Unused and Undamaged: The item must be unused, undamaged, and in the same condition you received it.
• Original Packaging: The item must be in its original packaging with all labels and tags attached.
• Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

• Email us at sales@fireluxliving.com or call +1 (414) 755-9851 within 14 days of receiving your order.
• Provide your order number and a detailed reason for the return.
• We will review your request and send return instructions, an RMA number

• Securely pack the item in its original packaging, including all accessories, manuals, and free gifts.
• Include the return authorization form and any required documentation.
  

4.3 Shipping the Return

• Use a trackable shipping method (e.g., UPS, FedEx, USPS with tracking).
• Ship the item within 14 days of receiving return authorization.

5. Return Shipping Costs

• All return shipping costs are the responsibility of the customer

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

• Items must be unused, undamaged, and in original packaging.
• Return request must be made within 14 days of receipt.
• A refund will be issued to the original payment method, minus a 25% restocking fee.

6.2 Defective or Damaged Goods

• Notify us within 48 hours of receiving the item.
• Send photos or videos clearly showing the defect or damage.
• We’ll offer a replacement or full refund, including return shipping.

6.3 Incorrect Product Received

• Inform us immediately upon receipt.
• We’ll arrange for return and reship the correct product at our expense.

6.4 Product Never Arrived

• If your item doesn’t arrive within the estimated delivery window, contact us.
• We’ll investigate with the carrier and either refund or replace your item if confirmed lost.

6.5 Order Cancellation

• You may cancel your order for a full refund if it hasn’t shipped.
• If it has shipped, follow the standard return process after receipt.

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

• Custom or personalized products
• Perishable goods (e.g., food, flowers, newspapers, magazines)
• Intimate or sanitary goods (e.g., underwear, swimwear, personal care items)
• Gift cards and downloadable software products

8. Refunds

8.1 Refund Conditions

• Refunds are issued after we receive and inspect the returned item.
• We will notify you by email whether the refund is approved or denied.

8.2 Refund Processing

• Refunds will be processed to your original payment method.
• It may take up to 14 days for the refund to appear in your account.

8.3 Partial Refunds

• May be granted for items not in original condition or missing parts.
• May also apply to items returned after 14 days of delivery.

9. Exchanges

• We replace items if defective, damaged, or incorrect.
• Contact us to request an exchange.
• We cover shipping for defective or incorrect items. Customers cover shipping for change-of-mind exchanges.

10. Timelines

• Returns must be reported and shipped within 14 days of receiving the product.
• Refunds will be processed within 14 days of receiving your returned item.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

• Email: sales@fireluxliving.com
• Phone: +1 (414) 755-9851

FireLux Living
sales@fireluxliving.com
+1 (414) 755-9851
790 North Milwaukee Street, Suite 302
Milwaukee, WI 53202
United States