Refund policy

Firefly Store is committed to providing the best shopping experience and service to ensure your satisfaction and trust. Therefore, we provide a return and refund policy to protect your rights and interests. We provide after-sale support according to the return and refund policy below.

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

  • Undamaged, still with the original tags, packaging, and stickers attached;
  • New and slightly used products;
  • The principle of not affecting the second sale;
  • Not missing any accessories or parts;
  • Unwashed and unwetted.

The following will NOT be considered defects, and you will not be entitled to a refund:

  • Damage due to negligence, user abuse, or incorrect use of the product;
  • Damage due to failure to adequately care for the product;
  • Damage due to unauthorized alteration of the product;
  • Impact on the principle of secondary sales.

HOW TO CANCEL / MODIFY YOUR ORDER

You can cancel your order or change your order information (e.g. specification, model) free of charge within 24 hours of placing your order.

If your order has already been shipped, it cannot be canceled or modified in principle. If you insist on canceling or changing your order, please contact our customer service as soon as possible: global@t-firefly.com.

HOW TO INITIATE A REFUND / RETURN REQUEST

  • We offer exchanges and do not charge a restocking fee.
  • We only accept return/exchange within 30 natural days of the date of receipt.
  • To complete your return/exchange, we require an order reference.
  • If you receive a defective item, please attach a photo or video of the defect.
  • We do not accept return/exchange requests for any human damage.

You need to email your specific exchange or return request to global@t-firefly.com or contact us on the Contact Us page. Our customer service staff will assist you with your request. Once we agree to your request, our staff will send you the specific return address via email.

WHEN WILL I RECEIVE MY REFUND?

  • Once we have received and inspected your return or received your refund request, we will send you an email to notify you of our confirmation. We will also notify you of the outcome of your refund request (approved or denied). If your refund is approved, we will process the refund within 14 business days and automatically credit the amount to your credit card or original payment method. Once we process a refund, it may take up to 10 business days for the customer to receive the refund.
  • If you have not yet received your refund (confirmed acceptance), please check your payment account again and contact your payment company to enquire about a refund; it may take some time for your refund to be officially posted.
  • There is usually some processing time before a refund is received. If you have done all of the above and have not received your refund, please contact us via global@t-firefly.com.

For returns and refunds not caused by our fault or without reason, you will be required to bear all shipping costs and customs duties.

WARRANTY

Firefly sells products (excluding accessories) with a 12-month warranty. Customers should contact us to check the problem. When considering a return, we will review each case individually; in some cases, we may require further information, such as pictures, to choose the best course of action. If customers receive our confirmation to return the unit, they can return the product directly to our after-sales service.

Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer.

The warranty will be void if there is evidence of damage, misuse, or modification by the customer. 

Firefly Store reserves the right of final interpretation.