Return & Refund Policy

FIRMLY™ Return & Refund Policy

Returns

We offer a 30-day return policy, giving you 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • Unused, unworn, and in its original condition (with tags and packaging).

  • Accompanied by a receipt or proof of purchase.

Exceptions:

  • Personal hygiene & intimate items (e.g., underwear, beauty products, skincare) cannot be returned unless they have a manufacturing defect.

  • Perishable, custom-made, or hazardous items are non-returnable.

To start a return, email us at contact@myfirmly.com. Returns must be sent to:

Firmly
Rua Comandante Luis Pinto da Silva 259, 1º Drt
Póvoa de Lanhoso, 4830-535
Braga, Portugal

If approved, we’ll send a return shipping label. Unauthorized returns will not be accepted.

Damaged, Defective, or Incorrect Items

Inspect your order upon delivery. Contact us immediately if:

  • The item is defective or damaged.

  • You received the wrong product.

We’ll resolve the issue promptly (replacement or refund).

Non-Returnable Items

The following cannot be returned unless defective:

  • Personal hygiene/intimate products (e.g., underwear, skincare, cosmetics).

  • Custom/personalized items.

  • Perishable goods.

  • Sale items or gift cards.

Exchanges

For a different item, return the original (if eligible) and place a new order.

EU 14-Day Cancellation Right

EU customers may cancel orders within 14 days (no reason needed). Items must be unused and in original packaging.

Refunds

Approved refunds are processed within 10 business days to your original payment method.
Contact us at contact@myfirmly.com if you don’t receive the refund within 15 days.