Refund policy

Return & Refund Policy

Incendio Fire Wand (IFW) wants every order to arrive in good condition. Where it does not, the route to a refund or a replacement is set out below. Please read the whole policy before contacting us, as it also explains the situations we are unable to cover.

1. When a refund or replacement applies

We issue refunds and replacements for goods that reach you damaged, defective or incorrect. Change of mind, a product turning out to be less useful than expected, or refusal of a parcel after it has arrived are not grounds for a refund.

2. Ten days from delivery

Claims must reach us within 10 days of the delivery date. Requests submitted after that window has closed cannot be refunded or replaced, so please inspect your order promptly.

3. Evidence we need

Send photographs and video that show the fault or the error clearly. Claims without visual evidence cannot be assessed.

4. Starting a return

Write to support@incendiofirewand.com and wait for our confirmation before returning anything. Parcels sent back without prior approval are refused on arrival.

5. Clothing, footwear and costumes

  • Condition. Items must come back unworn, unwashed, with original tags still attached and in their original packaging. Everything received is inspected, and any sign of wear, use or damage means the return is declined.
  • Return postage. The cost of returning apparel, footwear and costumes falls to the customer. IFW does not supply prepaid return labels, the single exception being goods that were defective, damaged or incorrect.
  • Sizing. Where the size ordered is the size delivered, fit and personal preference are not accepted reasons for a return or cancellation. Please consult the size chart before ordering.

6. Items that cannot be returned

  • Perishable goods such as food, flowers or plants
  • Custom-made and personalised products
  • Personal care and beauty items
  • Hazardous materials, flammable liquids and gases
  • Sale items and gift cards

7. Charges that are never refunded

Service fees attached to shipping - Shipping Protection and Eco-Friendly Expedited Shipping + Tracking among them - are non-refundable. A refund covers the price of the goods themselves and nothing else.

8. Incorrect delivery addresses

Supplying accurate shipping details at checkout is the customer's responsibility. We can correct an address only within a short window after the order is placed. Orders that cannot be delivered because the address was wrong are not refunded.

9. Parcels confirmed as delivered

Once carrier tracking records delivery to the address given at checkout, IFW carries no responsibility for loss or theft and issues no refund. Please raise these cases with the carrier. Where Shipping Protection was added to the order, a claim may be filed under the terms of that cover.

10. Peak seasons

Halloween, Christmas and comparable periods put pressure on carriers. After dispatch, IFW is not answerable for delays caused by carriers, customs or any other outside factor, and returns or refunds based on when a parcel arrived are not accepted - irrespective of the order date or of any delivery date you may have expected. Ordering early is the surest way to avoid disappointment.

11. European Union: 14-day right of withdrawal

Orders delivered within the European Union carry a statutory right to cancel or return within 14 days, for any reason at all. To qualify, goods must be unworn, unwashed, unused, carry their original tags, travel in their original packaging and be accompanied by proof of purchase. Every return is inspected and may be refused if these conditions are not satisfied.

Return postage under the 14-day right is paid by the customer unless the goods were defective, damaged or incorrect.

Excluded from this right:

  • Perishable goods such as food, flowers or plants
  • Custom-made and personalised products
  • Personal care and beauty items
  • Hazardous materials, flammable liquids and gases
  • Sale items and gift cards
  • Made-to-order clothing and accessories
  • Hygiene-sensitive goods such as underwear and intimate apparel

12. How refunds are paid

Approved refunds are returned to the original payment method within 15 business days. Your bank or card issuer may need additional time to post the credit. If 15 business days have passed since our approval and nothing has reached you, contact support@incendiofirewand.com.

13. Your acceptance

Ordering from IFW confirms your acceptance of this policy alongside our Shipping Policy and our peak-season terms, covering delivery timeframes, customs charges and parcels recorded as delivered. By completing a purchase you agree not to bring claims for refunds, chargebacks or returns founded on delivery delays or on charges incurred in transit.

Contact and hours

Silver Spur Commerce LLC
30 N Gould St Ste R, Sheridan, WY 82801
Email: support@incendiofirewand.com
Phone: +1 (458) 257-2630
Monday to Friday, 9:00 - 19:00

IFW may revise this Return Policy at any time.