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Customer Satisfaction Guarantee

We hope that you are delighted with your order at Firmmy.com. However, if for any reason you are not completely satisfied, we are happy to refund, exchange or replace goods as long as such request is made within 14 days from the date of delivery when it is presented in saleable condition. Please simply follow the Return and Exchange Instructions:

 

STEP 1 – Documentation

1. Go to “Contact Us” under “INFORMATION” column.


2. Fill out the required information.


3. In the “Comment” box, please provide the following details (Order Number, Date of Order, Type of Service: Inquiry / Return / Exchange, Name of the Products)

Our customer service representative will reply the regarding message within three (3) working days.

Please note that a refund, exchange/replace request must be made within fourteen (14) days from the date of delivery.

Please note that we do not accept returned goods that we believe have been used or are not in a resalable condition as a result of storage not being in accordance with the recommended guidelines/instructions or for any other reason whatsoever.

 

STEP 2 – Returning the goods

If returned goods are acceptable, a free return label will be provided to you via email. Simply print the label and affix it to the return package, and we will cover the return postage. Please ensure that the returned parcel is securely sealed, and you have obtained a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

 

STEP 3 – Processing the Refund/Exchange

If you have chosen a refund, we will process the calculated refund within five (5) days of receiving your returned goods, as long as such request is made within 14 days from the date of delivery, provided that they are in their original & unused condition. Refunds will only be made against the original credit card used.

 

If you have chosen an exchange or replacement, we will ship out the required goods via standard delivery within seven (7) days from the date of receiving the returned goods, as long as such request is made within fourteen (14) days from the date of delivery, provided that they are in their original & unused condition.                  

 

An email will be sent to confirm receipt and processing of your return or exchange request.

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