We offer a 30-day return policy, which means you have 30 days from the date of receipt to initiate a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. A restocking fee may apply depending on the condition of the returned item. Please see the section titled "Refunds and Restocking Fees" below.
To start a return, you can contact us at Pitmaster@fireflybbq.co.uk. Please note that returns will need to be sent to the following address: FireFly Barbecue Ltd, A3 Newton Business Park, Talbot Road, Hyde, SK14 4UQ.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
You can always contact us for any return questions at Pitmaster@fireflybbq.co.uk.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. This includes BBQ rubs and sauces that have been opened, and the seal broken.
Please contact us if you have any questions or concerns about your item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at pitmaster@fireflybbq.co.uk and send your item to FireFly Barbecue Ltd, A3 Newton Business Park, Talbot Road, Hyde, Manchester, United Kingdom. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at Pitmaster@fireflybbq.co.uk.
Restocking fees are based on our ability to resell the returned product. If you have ordered something by mistake, please do not open it. Please return it to us for a full refund of the purchase price, minus actual shipping costs. Once the product is opened there is a minimum restocking fee of 10% this is because we will have to open and check the product for damage, use, and missing parts. Actual Shipping Costs refer to the fees charged by the courier company in deliverying the product to you (even if you were not charged directly) or in returning the product to us.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.
You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost incurred shipping the product to you will be deducted from your refund. If Firefly Barbecue Ltd has paid for the return shipping, both shipping costs to and from you will be deducted from the total refund amount.
If shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Step 1 Securely package the goods, including any return note or packing slip/invoice, and explain your return.
Step 2 Return the goods to us via a 'Signed For' delivery method—we recommend Royal Mail or a tracked courier for this service.
Step 3 Include a signed letter stating the reason for your return and the original receipt in your package.
All returns should be posted to the below address: FireFly Barbecue Ltd, A3 Newton Business Park, Talbot Road, Hyde, SK14 4UQ