Warranty & Returns

FIREBOX RETURNS, WARRANTY & PRODUCT CLAIMS POLICY


Effective Date: 23.06.26 

1. Purpose

This policy outlines the conditions under which Firebox Australia Pty Ltd ("Firebox") accepts product returns, warranty claims and order cancellations. It is intended to provide a consistent process for customers while protecting both parties' rights and obligations.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL).

2. Return Authorisation

No goods are to be returned without prior written approval from Firebox.

Firebox may issue a Return Merchandise Authorisation (RMA) before goods are returned.

Unauthorised returns may be refused and returned to the sender at the customer's expense.

3. Return Eligibility

Subject to this policy, Firebox will consider returns requested within thirty (30) days from the invoice date.

To qualify for a refund or account credit, returned goods must:

  • Be unused.

  • Be uninstalled.

  • Be in original manufacturer's packaging.

  • Include all manuals, accessories and supplied components.

  • Be free from damage, markings, tape, labels, courier stickers or signs of handling.

  • Be in a condition suitable for immediate resale.

Firebox reserves the right to inspect all returned goods before approving any refund or credit.

4. Non-Returnable Products

Unless required by law, Firebox will not accept returns of:

  • Special-order products.

  • Non-stocked products procured specifically for a customer.

  • Imported products purchased specifically for a customer.

  • Custom manufactured or modified products.

  • Clearance or discontinued products.

  • Installed or commissioned products.

  • Products altered after supply.

  • Hazardous goods that cannot legally be resold.

  • Goods returned without prior approval.

5. Restocking Fees

Where Firebox has procured, imported, manufactured or customised products specifically for a customer, returns will only be accepted at Firebox's discretion.

Any supplier cancellation, administration or restocking fees incurred by Firebox will be passed on to the customer.

Unless otherwise advised, a minimum restocking fee of twenty percent (20%) of the original invoice value may apply.

Returns approved after thirty (30) days from the invoice date may also incur a minimum twenty percent (20%) restocking fee.

6. Freight & Handling

Unless otherwise agreed in writing:

  • Customers are responsible for return freight.

  • Original delivery charges are non-refundable.

  • Express freight, tailgate deliveries, crane deliveries and other special delivery charges are non-refundable.

  • Firebox may recover any additional freight or handling costs incurred in processing a return.

7. Order Cancellations

Orders cancelled after procurement, manufacture, assembly or production has commenced may incur cancellation or supplier charges.

Where Firebox cannot cancel an order with its supplier, Firebox reserves the right to recover all costs incurred.

Project-specific purchases are generally non-cancellable once procurement has commenced.

8. Delivery Shortages & Transit Damage

Customers must inspect all deliveries immediately upon receipt.

Firebox must be notified:

  • of shortages or incorrect supply within two (2) business days;

  • of visible freight damage within two (2) business days; and

  • of concealed damage within seven (7) days.

Failure to notify Firebox within these timeframes may result in the claim being declined.

9. Warranty

Unless otherwise stated, Firebox branded products are covered by a voluntary twelve (12) month manufacturer's warranty from the invoice date.

Products carrying an extended manufacturer warranty, including selected Elumen products, will be covered for their published warranty period.

This warranty is provided in addition to any rights available under the Australian Consumer Law.

Where a product is found to be defective, Firebox may, at its discretion and subject to the Australian Consumer Law:

  • Repair the product.

  • Replace the product.

  • Replace with an equivalent or superseded model.

  • Provide an account credit.

  • Provide a refund.

10. Warranty Exclusions

The warranty does not apply where products have:

  • Been incorrectly installed.

  • Been incorrectly stored.

  • Been modified.

  • Been misused.

  • Been abused.

  • Been subjected to accidental damage.

  • Been exposed to corrosive environments, water ingress, UV deterioration or chemical attack beyond their intended application.

  • Been used outside their intended purpose.

  • Not been maintained in accordance with manufacturer recommendations.

  • Been combined with third-party products without Firebox's written approval.

11. Installation & Compliance

Unless expressly agreed in writing, Firebox supplies products only.

Firebox is not responsible for:

  • Installation.

  • Hydraulic design.

  • Fire engineering.

  • Certification.

  • Commissioning.

  • Compliance assessments.

  • Performance of the completed installation.

Responsibility for compliance with applicable Australian Standards, the National Construction Code, project specifications and regulatory requirements rests with the installer, contractor, hydraulic designer, certifier or other responsible project party.

12. Technical Advice

Any technical advice or product recommendations provided by Firebox are general in nature unless issued as formal written engineering documentation.

Customers must independently verify product suitability for their intended application.

13. Warranty Claim Process

Warranty claims should include:

  • Invoice number.

  • Product code.

  • Batch or serial number where applicable.

  • Description of the fault.

  • Photographs where available.

  • Installation date.

  • Installer details.

  • Any additional information reasonably requested by Firebox.

Firebox may require the product to be returned for inspection before determining the claim.

14. Inspection & No Fault Found

Returned products are subject to inspection and testing.

Where no manufacturing fault is identified, Firebox reserves the right to charge reasonable inspection, testing, administration and freight costs.

Any replacement goods removed from service become the property of Firebox where requested.

15. Limitation of Liability

To the maximum extent permitted by law, Firebox will not be liable for indirect, consequential or economic loss, including but not limited to:

  • Loss of profit.

  • Project delays.

  • Liquidated damages.

  • Business interruption.

  • Labour costs.

  • Removal or reinstallation costs.

  • Access equipment.

  • Crane hire.

  • Scaffolding.

  • Accommodation.

  • Travel.

  • Testing.

  • Commissioning.

  • Certification.

  • Third-party contractor costs.

16. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

17. General

Firebox reserves the right to amend product specifications, packaging or suppliers without notice where the product remains substantially equivalent.

Contact

Firebox Australia Pty Ltd
ABN 75 116 370 793
16 Craftsman Close
Beresfield NSW 2322

Phone: 1300 123 678
Email: sales@firebox.net.au