Firewize provides an option for customers to purchase a range of products and services online. For this reason we have developed our customer quality and service guarantee. We also provide a Shipping Policy and Refund Policy that helps clarify our position on these matters.
The Australian Consumer Law and Your Rights
The Australian Consumer Law ("ACL") protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, rectification, replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.
Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
At Firewize, we use multiple carriers so that our customers receive the products they have ordered online as efficiently as possible. Freight is via courier and payable by the customer unless the customer is eligible for a promotional offer.
If the customer is not able to receive the parcel, you will get a card ate your nominated delivery point.
We do not ship to PO Boxes or Parcel Lockers.
Orders are typically dispatched within 1-2 days of purchase.
After ordering & payment online, you will receive an email confirmation from our system containing your order details including tracking. We will confirm receipt of your order within a few minutes of ordering.
At Firewize we take customer satisfaction very seriously. If by chance any of our products do not meet your expectations, please email us at [email protected] with a copy of your receipt, stating your complaint and invoice number. Please ensure that the goods are returned in original packaging within 7 days of receipt and we will guarantee exchange or refund of goods within 14 days of receiving the returned items. Please note that refunds will only be issued to the account used for the original transaction.