Refund policy

Last updated: 26 July 2026

Change-of-mind returns

Because Firmr products are personal-care goods, we do not accept returns or exchanges for change of mind. This does not affect any rights you have under the Australian Consumer Law or other applicable consumer-protection laws.

Damaged, incorrect or faulty products

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, incorrect, faulty or otherwise does not meet an applicable consumer guarantee.

Email hello@firmr.com with your order number and, where relevant, clear photographs of the item and packaging. This helps us assess the issue and explain the next step. Please do not send an item back before receiving return instructions from us.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund or replacement. For other failures, you are entitled to the remedy required by law. Nothing in this policy excludes, restricts or modifies those rights.

Return postage and assessment

We may ask you to send an item back so the issue can be assessed. We will provide the return instructions and address. Where the product is confirmed to be faulty, damaged, incorrect or otherwise covered by a consumer guarantee, Firmr will reimburse reasonable return-postage costs. Please keep your postage receipt. If the item is not found to have a problem, assessment or return costs may remain your responsibility.

International consumer rights

Where mandatory cooling-off or consumer rights apply in your country, we will honour them in accordance with local law. Contact us before returning an item so we can provide the appropriate instructions.

Refund timing

Once a refund is approved, it will be issued to the original payment method within 10 business days. Your bank or card provider may take additional time to process and display it. If more than 15 business days have passed since we approved your refund, contact hello@firmr.com.