At Firma, we strive to provide our customers with a seamless and satisfying shopping experience. We understand that occasionally you may need to return or exchange a product, and we are here to assist you. Please review our Return and Exchange Policy below:

Eligibility for Returns and Exchanges:

• Items must be unused, undamaged, and in their original packaging.
• The return or exchange request must be initiated within 3 days from the date of delivery.
• Customized or personalized items and orders are not eligible for return or exchange unless there is a manufacturing defect or damage.

Initiating a Return or Exchange:

• Log a return on our Contact Page and include your order order number in the message.
• Include which products you wish to return or exchange as well as the reason for doing so in your message.

Return and Exchange Process:

• Once your message is sent, our customer service team will review it within 1-3 business days.
• If approved, you will receive instructions on how to return the item(s).
• Pack the item(s) securely, including the original packaging and any accessories.
• We will ship the item(s) from the provided address using a reliable and trackable shipping method.
• Once we receive the returned item(s) and verify their condition, we will process the refund or dispatch the exchanged item(s).

Refund and Exchange Options:

• Refunds will be processed to the original payment method used during the purchase.
• Exchanges will be shipped out promptly after the returned item(s) are received and inspected.

Return and Exchange Exceptions:

• We do not accept returns or exchanges for items purchased during promotional events, unless they are defective or damaged.
• Shipping fees, including return shipping costs, are non-refundable unless the return is due to a defect or error on our part.

Defective or Damaged Items:

• If you receive a defective or damaged item, please contact us immediately, providing details and supporting images.
• We will arrange for a replacement or issue a refund, including any associated shipping costs.

Contact Information:

• For any queries or assistance related to returns and exchanges, please contact us here.

Please note that Firma reserves the right to update or modify this Return and Exchange Policy at any time. It is advisable to review this policy periodically for any changes.