Refund and Returns Policy

Welcome to FirstGuards.shop

At FirstGuards.shop, we are passionate about delivering the latest in fashion-forward footwear, apparel, bags, and accessories to global consumers. Our commitment is to provide you with a seamless and delightful shopping experience. This Refund and Returns Policy is designed to offer transparent, clear, and fair guidelines, ensuring you have complete confidence in our order handling, return, and refund processes. Should you have any questions or need assistance, please contact us at [email protected].

Return Period (30 Days)

We understand that preferences may change. You have the right to cancel your order for any reason within 30 calendar days from the date you receive all items in your order. To be eligible for a return:

• The items must be returned within 30 calendar days of receipt.
• Returns must be initiated through our online return portal, as outlined in the “Return Process” section below.
• Please ensure items are returned promptly to avoid delays in processing your refund.

Condition of Returned Items

To qualify for a refund, all returned items must meet the following criteria:

• Unused and Like-New Condition: Items must be unworn, unwashed, and unused, with all original tags and labels intact.
• Original Packaging Recommended: While not mandatory, we strongly recommend using the original packaging to ensure the items are protected during transit.
• Complete Returns: All components of the item, including any accessories or promotional items included in the original order, must be returned.

Failure to meet these conditions may result in the rejection of your return. Please contact us at [email protected] if you have questions about the condition of your items before initiating a return.

Defective or Incorrect Items

We take pride in the quality of our fashion-forward products, but we understand that issues may occasionally arise. If you receive a defective, damaged, or incorrect item:

• Contact Us Immediately: Please reach out to [email protected] with your order number, a description of the issue, and supporting evidence (e.g., photos of the defect or incorrect item). This information is essential for us to assess your claim promptly.
• Inspection Process: We reserve the right to inspect returned items to verify claims of defects or discrepancies.
• Fraudulent Activity: FirstGuards.shop reserves the right to refuse refunds and permanently suspend accounts involved in suspected fraudulent activities, including but not limited to:
  • Claiming non-delivery of a shipped order.
  • Returning used, worn, or damaged items as new.
  • Returning items that do not match the original order.
• Appeals Process: If you believe your return was unfairly rejected, please contact us at [email protected] to discuss your case. We are committed to resolving disputes fairly and transparently.

Order Cancellation (Consumer Contract Regulations)

Under consumer contract regulations, you have the right to cancel your order within a 30-day cancellation period, starting the day after you receive your order (or the day after you receive the final item in a multi-item order). To exercise this right:

• Notify Us in Writing: Send an email to [email protected] with your order number and a clear statement of your intent to cancel.
• Return the Items: If you have received the items, you must return them to us in accordance with the “Return Process” below to receive a full refund, including original delivery costs (if applicable).
• Non-Returnable Items: Certain items, such as personalized or custom-made products, may not be eligible for cancellation unless defective. Please check your order details or contact us for clarification.

Return Process

We have streamlined our return process to be fully paperless for your convenience. Please follow these steps to initiate a return:

1. Access the Online Return Portal: Visit the return portal on firstguards.shop and log in using your order number and the last four digits of the registered email address or phone number.
2. Complete the Return Request: Follow the prompts to specify the items you wish to return and the reason for the return.
3. Package the Items:
   • Ensure items are in unused, like-new condition with all tags attached.
   • Use opaque, sealable, and waterproof packaging materials to protect the items during transit.
   • Important Note: Items from different orders must be returned separately to ensure accurate and timely processing.
4. Ship the Package: Use the provided return shipping label (if applicable) or a reliable courier service. Retain proof of shipment for your records.
5. Confirmation of Receipt: We will notify you via email once your return is received and processed.

For any questions or assistance with the return process, please contact [email protected].

Refund Processing Time

We strive to process refunds as quickly as possible while ensuring accuracy. The refund timeline is as follows:

• Return Window: You have 30 calendar days from receipt of your order to return the items.
• Processing Time: Once we receive your return, we will inspect the items and process your refund within 14 calendar days.
• Total Timeline: The entire process, including return shipping and bank processing, may take up to 44 calendar days.
• Payment Method:
  • Refunds will be issued to the original payment method.
  • Orders paid with gift cards, store credit, or coupons will receive a replacement in the equivalent value.
• Notification: You will receive email updates when your return is received and when your refund is processed.

Please note that delays in shipping or banking processes may affect the total refund timeline. If you have not received your refund within 44 days, please contact us at [email protected] with your order details.

Non-Returnable Items

Certain items are non-returnable unless defective or incorrect. These include:

• Personalized or custom-made products (e.g., monogrammed bags or apparel).
• Items marked as “final sale” at the time of purchase.
• Underwear, swimwear, or other items with hygiene restrictions, unless unopened and in original packaging.

If you are unsure whether an item is eligible for return, please contact [email protected] for clarification.

Shipping Costs for Returns

• Standard Returns: You are responsible for the cost of return shipping unless the item is defective or incorrect.
• Defective or Incorrect Items: If the return is due to our error (e.g., defective or incorrect item), we will cover the return shipping costs. Please contact [email protected] to arrange a prepaid return label.
• Original Delivery Costs: If you cancel your order within the 30-day cancellation period, we will refund the original delivery costs (if applicable), provided all items are returned in accordance with this policy.

International Returns

For our global customers, the return process remains the same, but please note:

• Customs and Duties: Non-refunded customs duties or taxes are the responsibility of the customer. We recommend checking with your local customs office before returning items.
• Shipping Time: International returns may take longer to reach us due to customs processing. Please initiate your return as early as possible within the 30-day return period.
• Currency: Refunds will be issued in the currency of the original transaction.

For assistance with international returns, please contact [email protected].

Contact Us

Your satisfaction is our priority. If you have any questions, concerns, or need assistance with your return or refund, please reach out to us:

• Email: [email protected]
• Response Time: We aim to respond to all inquiries within 3–5 business days.

We encourage you to contact us promptly if you encounter any issues with your order. Our dedicated team is here to ensure your shopping experience with FirstGuards.shop is exceptional.

Our Commitment to You

At FirstGuards.shop, we believe that fashion is about expressing your unique style with confidence. Our Refund and Returns Policy reflects our dedication to transparency, fairness, and customer satisfaction. Whether you’re exploring the latest trends in footwear, apparel, or accessories, we are here to support you every step of the way. If you need assistance, please don’t hesitate to contact us at [email protected]. Thank you for choosing FirstGuards.shop as your destination for fashion-forward shopping.