Refund policy

We do not accept returns or exchanges. Please review the product information carefully before you buy.

No change-of-mind returns

Sales are final for change-of-mind purchases. We do not accept returns or exchanges for buyer’s remorse, whether a product is opened or unopened. This is not a satisfaction or results guarantee.

Damaged, incorrect, or defective items

Our no-returns policy does not mean you should keep an order that arrived damaged, incorrect, or defective. Contact us promptly with your order number, the email used at checkout, a description of the issue, and clear photographs of the product, packaging, and shipping label where relevant. Keep the product and packaging while we review the issue. Do not use a damaged product or a product with a broken or questionable seal.

How we resolve order issues

We review order issues with our fulfillment partner and will confirm whether a replacement, refund, or another applicable remedy is available. Do not mail products back unless we give you specific instructions. If a refund is due, we will confirm its amount and arrange it to your original payment method; posting time depends on the payment provider. A supplier credit issued to Firmwell is not a customer refund.

Missing deliveries and cancellations

If your order is missing, contact us promptly so we can investigate. For address changes or cancellation requests, contact us immediately; requests may not be possible once preparation has started. We will confirm the outcome rather than promise a cancellation window.

Your rights

Nothing in this policy excludes or limits rights or remedies that applicable law does not permit us to exclude, including rights relating to faulty goods, non-delivery, or required refunds.

Contact Firmwell

Email info@firmwell.shop for order support. Include your order number and checkout email.