Refund policy

Refund Policy

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility Criteria

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused: The charcoal must not have been lit or used.

  • Original Packaging: The bag must be sealed and in its original condition.

  • Proof of Purchase: You’ll also need the receipt or proof of purchase.

Broken Bags & Natural Wear

Charcoal is a heavy and abrasive material. Please note:

  • Minor Scuffs/Dust: It is common to find a small amount of charcoal dust inside the shipping box. This is a natural result of transit and is not considered a defect.

  • Minor Tears: Small punctures or minor tears in the outer bag that do not affect the quality or usability of the charcoal are not eligible for a full return.

  • Handling: We recommend opening your package carefully to avoid spilling any dust that may have settled during shipping.

How to Start a Return

To start a return, you can contact us at contact@firefmly.com.

Important Notes on Returns:

  • Return Address: Returns must be sent to: 8379 NW 68 ST., MIAMI, FL. Cp: 33166.

  • Return Labels: If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

  • Unauthorized Returns: Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception. Contact us immediately at contact@firefmly.com if the item is defective, severely damaged (e.g., the bag is completely burst and charcoal is unusable), or if you receive the wrong item, so that we can evaluate the issue and make it right.


Non-Returnable Items & Safety

Due to safety regulations, certain restrictions apply:

  • Hazardous Materials: We cannot accept returns of charcoal that has been contaminated with other flammable liquids or stored in unsafe conditions.

  • Sale Items: Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

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.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember 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 contact us at contact@firefmly.com.