Return & Refund Policy
🔄 Return & Refund Policy
Your satisfaction is our priority. Easy returns, fast refunds.
✅ 30-Day Return Window | 💯 100% Satisfaction Guarantee
📋 Quick Summary
- ✅ 30-day return policy for unopened, unused products
- ✅ EU customers: 14-day cancellation right (no reason needed)
- ✅ Refunds processed within 10 business days
- ✅ Free return shipping label for defective or incorrect items
- ✅ Manufacturing defects: Full refund or replacement guaranteed
🔄 Our Return Policy
We offer a 30-day return policy, giving you 30 days after receiving your item to request a return if you're not completely satisfied.
✅ Eligibility Requirements
To be eligible for a return, your item must meet the following conditions:
📦 Product Condition
- Unopened and unused - Products must be in their original, sealed condition
- Original packaging intact - All tags, seals, and packaging must be undamaged
- No signs of use - Product must not have been opened, tested, or applied
📄 Documentation Required
- Proof of purchase - Order confirmation email or receipt
- Order number - Found in your confirmation email
- Reason for return - Helps us improve our products and service
⚠️ Important: Hygiene & Safety Policy
Due to health and safety regulations, opened skincare and beauty products cannot be returned unless they have a manufacturing defect.
Why? Once opened, skincare products can be contaminated and cannot be resold. This policy protects all our customers and complies with EU cosmetics regulations.
Exception: If your product is defective, damaged, or incorrect, we'll provide a full refund or replacement regardless of whether it's been opened.
📝 How to Start a Return
Get Approval
We'll review and approve your return request
Receive Instructions
We'll send return address & shipping label
Ship It Back
Pack securely and ship to our address
Get Refund
Refund processed within 10 business days
📧 Return Request Email Template
To speed up your return, please include the following information in your email to contact@myfirmly.com:
Subject: Return Request - Order #[Your Order Number]
Body:
- Order Number: [e.g., #1234]
- Product(s) to return: [Product name(s)]
- Reason for return: [e.g., Changed my mind, ordered wrong product]
- Preferred resolution: [Refund or Exchange]
- Product condition: [Unopened/Sealed]
📍 Return Shipping Address
📦 Our team will provide you with the return shipping address and instructions after your return is approved.
Once we review and approve your return request, you'll receive an email with:
- ✅ Complete return shipping address
- ✅ Return authorization number
- ✅ Prepaid shipping label (for defective/incorrect items)
- ✅ Packing instructions
⚠️ Important: Do not send items without prior approval. Returns must be pre-authorized to ensure proper processing.
Why we do this: This process ensures your return is tracked properly, reaches the right department, and is processed quickly for your refund.
🚨 Damaged, Defective, or Incorrect Items
We take quality seriously. If you receive a damaged, defective, or incorrect item, we'll make it right immediately.
What to Do:
- Inspect your order upon delivery - Check all items before opening
- Take photos - Document any damage, defects, or incorrect items
- Contact us immediately at contact@myfirmly.com
- Include: Order number, photos, and description of the issue
Our Resolution:
✅ Full refund to your original payment method
✅ Free replacement shipped immediately
✅ Free return shipping - We'll send you a prepaid label
✅ No questions asked - Your satisfaction is guaranteed
Response Time: We'll respond within 24 hours and resolve the issue within 2-3 business days.
❌ Non-Returnable Items
The following items cannot be returned unless they are defective or damaged:
🧴 Personal Hygiene & Skincare Products (Opened)
Once opened, skincare, cosmetics, and beauty products cannot be returned due to health and safety regulations.
Exception: Manufacturing defects are always eligible for return/refund.
🎨 Custom or Personalized Items
Products made to order or personalized for you cannot be returned.
🎁 Gift Cards
Gift cards are non-refundable once purchased.
🏷️ Final Sale Items
Items marked as "Final Sale" or purchased during clearance events are non-returnable.
Note: Even if an item is listed as non-returnable, we will always accept returns for defective, damaged, or incorrect products.
🔄 Exchanges
We currently do not offer direct exchanges. If you'd like a different product:
- Return the original item (if eligible) following our return process
- Receive your refund within 10 business days
- Place a new order for the product you want
💡 Pro Tip: To avoid waiting for a refund, you can place your new order immediately and return the original item separately.
🇪🇺 EU 14-Day Cancellation Right
As an EU-based company, we comply with the EU Consumer Rights Directive.
Your EU Rights:
EU customers have the right to cancel their order within 14 days of receiving the product, with no reason needed.
Requirements:
- ✅ Products must be unused and in original packaging
- ✅ Notify us within 14 days of delivery
- ✅ Return products within 14 days of cancellation notice
Exceptions:
The 14-day cancellation right does not apply to:
- ❌ Sealed products opened for hygiene reasons (skincare, cosmetics)
- ❌ Custom or personalized items
- ❌ Perishable goods
How to Exercise Your Right: Email contact@myfirmly.com with "EU Cancellation" in the subject line.
💰 Refunds
Refund Processing Timeline:
Return Received
We inspect your return
Approval
Return approved within 2 business days
Refund Issued
Processed within 10 business days
In Your Account
Appears in 3-5 business days
Refund Details:
✅ Refund Method: Original payment method (credit card, PayPal, etc.)
✅ Refund Amount: Full product price + original shipping (if item is defective)
✅ Processing Time: 10 business days from return receipt
✅ Bank Processing: Additional 3-5 business days for funds to appear
⏰ Haven't Received Your Refund?
If you haven't received your refund within 15 business days:
- Check your bank account or credit card statement
- Contact your bank - processing times vary
- Email us at contact@myfirmly.com and we'll investigate
Return Shipping Costs:
- ✅ Defective/Damaged/Incorrect Items: We cover return shipping (free prepaid label)
- ❌ Change of Mind: Customer responsible for return shipping costs
- ✅ EU 14-Day Cancellation: Customer responsible for return shipping (as per EU law)
❓ Return & Refund FAQs
Can I return a product if I've opened it?
Unfortunately, no. Due to health and safety regulations, opened skincare products cannot be returned unless they are defective or damaged. This policy protects all our customers and complies with cosmetics regulations.
What if I received the wrong product?
We sincerely apologize! Contact us immediately at contact@myfirmly.com with photos and your order number. We'll send the correct product right away and provide a free return label for the incorrect item.
How long do I have to return an item?
You have 30 days from the delivery date to request a return. EU customers have a 14-day cancellation right with no reason needed.
Do I have to pay for return shipping?
It depends. If the product is defective, damaged, or incorrect, we'll provide a free prepaid return label. For change-of-mind returns, customers are responsible for return shipping costs.
Can I exchange a product for a different one?
We don't offer direct exchanges. Please return the original item for a refund and place a new order for the product you want. This ensures you get your preferred product faster.
What happens if my return is rejected?
If your return doesn't meet our eligibility requirements (e.g., opened product, past 30 days), we'll contact you to explain why and offer alternative solutions when possible. The item will be returned to you.
Can I return a gift?
Yes! The recipient can return a gift following the same process. The refund will be issued to the original purchaser's payment method, or we can provide store credit for the recipient.
What if my product caused an allergic reaction?
We're very sorry to hear that. Please contact us immediately at contact@myfirmly.com. We'll provide a full refund and work with you to understand what happened. Your safety is our priority.
💙 Your Satisfaction is Guaranteed
We stand behind every product we sell. If you're not completely satisfied, we'll make it right.
Questions about returns? Email us at contact@myfirmly.com
Response time: Within 24 hours
📚 Related Policies
Shipping Policy | Privacy Policy | Terms of Service | Contact Us
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