Return & Refund Policy

1. When You Can Request a Return

You may request a voluntary return of an eligible purchase within 30 calendar days of delivery. The 30-day period is measured from when you receive the goods, not when you placed the order. This additional policy does not override any longer period or stronger remedy provided by applicable consumer law.

2. Contact Us Before Sending Anything

Start by emailing service@firvona.com. Include your order number, the item concerned, and a short description of why you want to return it. If something arrived broken, defective, or incorrect, please include useful photographs when possible. We will review the matter and provide instructions, including the appropriate return location when a physical return is necessary.

Please do not ship a return to the registered company address unless our support team has expressly approved it for your particular return. The business registration address is not necessarily the address of a receiving warehouse. Keep your shipping receipt and tracking details after following the authorized instructions.

3. Condition of Voluntary Returns

For a return based on a change of mind, an eligible item should normally be unused, complete, and in its original condition, with accessories and packaging where reasonably possible. You may examine goods to the extent allowed by mandatory consumer law. Certain categories may be excluded from voluntary returns where a lawful exception applies and any required information was provided in advance—for example, some made-to-order products or certain sealed hygiene-sensitive goods after their seals are broken. Faulty, damaged, or misdescribed goods remain subject to statutory remedies regardless of a voluntary exception.

4. Return Postage and Responsibility

For an ordinary change-of-mind return, the customer generally pays the return shipping cost, except where applicable law or an agreed offer provides otherwise. Where we supplied an incorrect, defective, damaged, or misdescribed item, we will cover applicable reasonable return costs or offer an appropriate lawful solution. Contact us before purchasing return postage so we can give the correct instructions.

5. Review of the Request

We may need to inspect a returned item to assess its condition and the reason for the return. Some cases can be resolved with evidence or another remedy without a parcel being sent back. We will communicate whether a refund or other remedy is approved. A request will not be denied on a basis that conflicts with mandatory consumer rights.

6. Refund Method and Timing

For approved refunds, we initiate the payment to the original payment method within 10 business days after refund approval, or earlier where applicable law requires. This describes when the refund is initiated; it does not guarantee the date on which your bank or card issuer posts the money. The treatment of original delivery fees, taxes, or other charges depends on the reason for the return and the laws applicable to the transaction.

No restocking fee is charged under our return procedure.

7. Damage, Defects, and Wrong Items

If an item arrives faulty, damaged, or different from the description or order, contact us promptly. Please preserve the item and packaging where it is safe to do so. Depending on the situation and your legal rights, we may arrange a replacement, repair, refund, or another appropriate remedy. You do not lose mandatory warranty or consumer rights merely because a voluntary-return period has ended.

8. Exchanges

Please contact our support team if you would prefer an exchange. Replacement availability and the applicable procedure depend on stock and the nature of the issue. Where a replacement cannot be provided, we will explain any other remedies you are entitled to receive.

9. Cancellation of an Order

You can request cancellation before an order is dispatched by emailing service@firvona.com. We will make reasonable efforts to help, but a cancellation cannot be guaranteed after fulfillment or shipping has progressed. Any statutory cooling-off, withdrawal, or cancellation right takes precedence over that operational limitation.

10. Rights That Cannot Be Restricted

If consumer law in your country or region provides a right that is more protective than this policy, the legal requirement prevails. Please contact us if you need assistance with a return, refund, or other statutory remedy.

Business and Customer Support Details

Website: https://firvona.com

Operating Company: Wuhan Donglangda Trading Co., Ltd.

Unified Social Credit Code (USCC): 91420114MAKDH1J60N

Company Address: Factory Building 6-1197, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province

Support Email: service@firvona.com

Contact Phone: +86 13497624853

Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)