Refund Policy

Cancellations / Modifications

1. In the event that you would like to cancel or make changes to an order, kindly reach out to us prior to the dispatch of the order. Please note that this refers to the time after a dispatch email has been sent for the order.

2a. Should you wish to cancel an order, a refund will be issued in accordance with the refund policy outlined below.

2b. If you would like to add an item to your existing order, please get in touch with us using the contact form on our website or via email at sales@fireandlightning.co.uk. Kindly provide us with the order number and the item you would like to add. If you have a stored payment method, we will automatically charge you for the additional item and any necessary postage adjustments. An updated invoice will be sent to the email address associated with your customer account. If you do not have a payment method on file, we will temporarily hold the dispatch of your order and send a payment request for the updated amount to the email address linked to your account. Once the invoice is paid, your order will be dispatched and a new invoice will be issued via email.

2c. If you wish to remove an item from your order, please contact us using the contact form on our website or via email at sales@fireandlightning.co.uk. Kindly provide us with the order number and specify the item you would like to remove. We will process a refund to the original payment method for the portion of the order to be removed, along with any necessary adjustments in postage costs. An updated invoice will be sent to the email address associated with your user account.

2d. Pre-orders are considered as regular orders and are subject to the same cancellation and refund policies.

Refunds

1. This policy outlines the procedure for returning goods or services purchased through Fire & Lightning Collectibles' online store.

2. To qualify for a return, the item must be unused, in its original packaging, and in the same condition as when you received it.

3. Certain categories of merchandise are exempt from being eligible for a refund, particularly if they are perishable or classified as hazardous materials, flammable liquids, or gases.

4. There are specific types of services that cannot be refunded, such as those that commence immediately upon payment (e.g., downloadable software) or services like gift cards or gift wrapping.

5. As per the Consumer Contracts Regulations, if you change your mind about a purchase within 14 working days from the delivery date, you have the right to receive a complete refund for the original purchase price of the goods or services, including the initial postage and packaging charges.

6. Our standard policy for returns ensures that if you change your mind about a purchase (provided the goods or services are not faulty or inaccurately described), you are entitled to a full refund of the purchase price and the postage and packaging charges within 14 working days. If you request a refund within this timeframe, we will provide you with a pre-paid returns label.

7. In the event that the item you bought is defective, malfunctioning, or does not match the description provided, we kindly request you to contact us before initiating a refund request. We strive to resolve any issues to your satisfaction.

8. Please inform us if you wish to return a physical product you have bought. For non-physical products, such as services, please get in touch with us for guidance on the refund process.

9. Upon receiving and inspecting your return, we will notify you regarding the status of your refund and credit the original payment method within a specified number of days.

10. If you have not yet received a refund that we confirmed issuing, please verify your bank account or card statement to ensure it has not been received. Subsequently, contact your bank as some institutions may take 5-10 working days to process the credit.

11. In the case of an item purchased with a discount voucher, we will refund only the amount paid by you, not the original listing price of the item.

12. Items purchased during a sale may not be eligible for a refund if you have had a change of heart. If uncertain, please reach out to us before making the purchase.

13. While we strive to provide a prompt and dependable service, we are not liable for any additional costs incurred by customers due to damaged or faulty goods, or orders that are delayed, lost, or misrouted.

14. If you wish to cancel a pre-order before the product's release date, kindly contact us to request the cancellation, and we will refund the amount to the initial payment method used.