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Returns & Refund Policy

We are here for you

Here at Fire and Faucets, we want to make sure that you have a great experience from start to end.  No one wants a brand new product that is damaged or malfunctioning and then have to deal with the whole returns process by themselves.  That’s why we are here to help.  Simply contact us from the webpage, give us a ring or send us an email at


Return Policy

Our return policy is 14 days however they may be other factors involved.  It is always best to discuss with us first to see if we can help you out.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.  Damaged deliveries should be refused and the delivery docket signed as damaged.  

Proper written authorization must be obtained from Backyard Direct before any item can be returned. Items returned without authorization will be refused and returned to the shipper on a freight collect basis. Once an RA is issued, items must be returned within 14 days.

Concealed damage should be reported within 5 days of receipt of your goods. It is best just to email us straight away if you find that your order is damaged within 5 days at

Buyers Remorse

If you decide that you do not want the product you may return it as long as it is in perfect condition, in original box, un-opened and with all accessories.  You will need to pay for freight to send back as well as be charged a 25% restocking fee.   Refund will only be given after the product has arrived back and been inspected.


Refund Policy

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds

If you have not received a refund after a few days, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at



Any order that gets cancelled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees as well.

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