At Fire Fox, we are committed to delivering certified, high-grade fire fighting equipment and dependable safety services. We understand that circumstances may arise where you need to cancel an order or request a replacement. This policy outlines the terms governing cancellations, returns, and refunds.
1. Order Cancellation Policy
- Standard Equipment Orders: You may cancel an order for standard portable fire extinguishers, valves, or accessories free of charge before the goods have been dispatched from our Jaipur warehouse.
- Orders Already Dispatched: Once products have been dispatched or loaded on delivery vehicles, cancellation may incur a nominal logistics and restocking fee (typically 5% to 10%).
- Custom / Turnkey Orders: For customized fire protection fabrication, special order systems, or pre-cut piping, cancellations cannot be accepted once fabrication or site work has commenced.
2. Return & Replacement Policy
We provide a 7-Day Free Replacement Policy for fire fighting equipment under the following conditions:
- Transit Damage: If equipment arrives damaged or dented during delivery, please notify our team within 48 hours with photographic proof. We will replace the affected unit immediately at zero additional delivery charge.
- Manufacturing Defects: If an extinguisher exhibits pressure leakage or a valve failure upon initial delivery, it will be tested and replaced promptly under manufacturer warranty.
- Condition of Returned Goods: Returned items must be unused, in their original condition, with safety pins, tamper seals, and manufacturer labels intact.
3. Service Cancellation (Refilling & AMC)
- Extinguisher Refilling: Cancellation of refilling pickup can be made anytime before our service technician arrives at your site. Once chemical discharge and hydrostatic testing have occurred at our workshop, service charges are non-refundable.
- Annual Maintenance Contracts (AMC): AMC agreements can be terminated by either party with a 30-day written notice. Any unutilized quarterly service fees will be refunded on a pro-rata basis after adjusting for services and inspections already conducted.
4. Refund Processing Timeline
Once an authorized return or cancellation is verified by our inspection team, refunds are initiated within 2 business days. The amount will be credited back to your original payment method (bank account, UPI, or cheque) within 5 to 7 working days, depending on banking channel processing times.
5. How to Initiate a Return or Refund
To request an order cancellation, return, or refund, please reach out to our customer support team with your Invoice/Order details: