Refund policy

REFUND POLICY

We have a 21-day 'notification to return a faulty product' policy, which means you have 21 days after receiving your item to request a refund.

To be eligible for a refund, your item must have been deemed to have been faulty under the guidance in our Terms of Service section. You’ll also need the receipt or proof of purchase.

To start a refund procedure, you can contact us at whoosh@hexfireworks.co.uk. If your refund claim is accepted, we’ll aim to refund you within 14 days of proof of failure or damage.
You can always get in touch with us if you have any questions by contacting us at whoosh@hexfireworks.co.uk.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be refunded, like custom products (such as special orders or personalised items) We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.