Wholesale Return & Exchange Policy

This Wholesale Return & Exchange Policy applies to all customers purchasing from Firgos. By placing an order,
customers acknowledge and agree to comply with the terms outlined below.

Want to Report a Return or Claim?

A return or claim must be submitted within five business days after receiving the goods. Please read the policy conditions below first and then fill in the Return or Claim form below the page. Firgos normally evaluates a complete return or claim request within three working days. Approved exchanges are processed after inspection and confirmation of resalable condition, normally within five to ten business days. Approved value is applied to the customer account and is not redeemable for cash.

1. General return conditions

To qualify for return or exchange, products must:

  • Be in original condition
  • Be unused and undamaged
  • Be in original, intact packaging
  • Be free from writing, tape, dirt, stains, crushing, or alteration
  • Include all original components and accessories
  • Be accompanied by valid documentation
Required Documentation:
  • Original invoice or proof of purchase
  • Customer account number and contact details
  • Reason for return

Important: Products with opened, damaged, or altered packaging are not eligible for return or credit unless qualifying under Section 1.1.

1.1 Exception – Defects Discovered After Opening

In cases where defects become evident only after opening (e.g., manufacturing defects, missing components, concealed damage, incorrect items), the product may qualify if:

  • The item was not used beyond inspection/testing
  • The issue is reported within fifteen (15) days of delivery
  • All components are returned
  • Supporting evidence is provided (photos, batch/lot number, inspection if required)

This 15-day provision is a specific exception for defects that could reasonably only be identified after opening. It does not replace the general five (5) business-day reporting requirement for standard returns under Section 4.1. Firgos reserves the right to inspect and validate all claims before approval.

2. Non-returnable items

The following items are not eligible for return or credit under normal return conditions:

2.1 Damaged or Altered Packaging
  • Torn, crushed, wet, stained, or re-packed cartons
  • Missing labels or barcodes
  • Missing parts or incomplete items
Products that cannot be resold in “as-new” condition will be refused.

2.2 Perishable, Fragile & Storage-Sensitive Goods
Including but not limited to:

  • Drinks, water, sodas
  • Biodegradable products
  • Foam or plastic items susceptible to heat distortion

Items damaged due to improper storage (heat, sunlight, humidity, contamination, long-term storage) are not eligible for return.

2.3 Batch/ Quality Claims (Opened Goods – Strict Limitation) Opened goods cannot be resold and are therefore evaluated under strict limitations: Inspection Sample Rule:
  • Maximum of 2 opened units per sealed case (or limited percentage) will be evaluated.
  • Fully opened crates or large quantities of open units will not be accepted.
Claims Over 30 Days: Claims reported more than 30 days from invoice date will generally be declined unless a verified batch issue is confirmed by Firgos. Required for Investigation:
  • Invoice copy
  • Batch/lot number
  • Photos/videos
  • Storage details
  • Sample units (if requested)
Final determination will be made after internal review.

2.4 Special Price / Discounted Products
Products purchased under special pricing conditions are strictly non-returnable and non-refundable. This includes, but is not limited to:

  • Pallet deals
  • Volume-discounted purchases
  • Clearance or reduced-price items
  • Promotional pricing agreements

Once delivery has been completed or goods have been picked up from our warehouse, these products will not be accepted for return, credit, exchange, or cancellation under normal circumstances. Customers are responsible for verifying quantities, specifications, and purchase conditions prior to confirming and accepting delivery of special-priced goods.

3. Product-specific return conditions

3.1 Disposable Items {Plastic, Foam, Paper, Wood, Biodegradable)
Eligible only if:

  • Returned in factory-sealed master cases
  • Packaging clean, dry, and intact
  • No water damage, contamination, odor, punctures, crushing, re-packing, or tape
  • No partial boxes or mixed cartons

Items showing warehouse damage, improper storage, moisture, heat distortion, insects, or contamination will be refused.
Returns beyond thirty (30) days require written Management approval.

3.2 Kitchenware (lmusa, Pots/Pans)
Accepted only if:
  • Unused
  • In original packaging with labels
  • Free from dents, scratches, or burn marks
Not eligible:
  • Used or tested items
  • Missing accessories
  • Electrical items that have been plugged in
Electrical warranty claims must follow manufacturer warranty procedures.
3.3 Electrical Items & Lighting Accepted only if:
  • Packaging intact
  • Product unused
  • All parts returned
Warranty applies exclusively to:
  • Manufacturing defects
  • Failures within warranty period
  • Technical evaluation approval
Not eligible:
  • Installation damage
  • Voltage misuse
  • Broken bulbs or glass

4. Return request procedure

4.1 Standard Return Process
Step 1 – Contact Customer Service
Email: salesrep@firgoscuracao.com
Within five (5) business days of receiving goods.

Step 2 – Provide:

  • Invoice number
  • Photos of product and packaging
  • Reason for return
  • Customer account number and contact details

Step 3 – Evaluation
Review within 3 working days.

Step 4 – Approval / Denial
Approved returns receive a Return Authorization Number and pickup or drop-off instructions. Unauthorized returns will not be processed.

4.2 Firgos Delivery Error (Immediate Handling)
If incorrect item/quantity is delivered:
  • Report immediately (driver present or at warehouse pickup)
  • Product must remain unopened and unused
  • Return directly to driver or warehouse
Correct replacement: same day if feasible; otherwise, next business day. Fast replacement applies only when error is confirmed as Firgos’ responsibility.
4.3 Customer Ordering Error
If error was made by customer:
  • Standard return procedure applies
  • Delivery/handling fees may apply
  • Correct item must be reordered
Claims submitted after five (5) business days require Management authorization.

5. Exchanges

Exchanges are issued only
  • after: Physical inspection
  • Confirmation of resalable condition
Processed within 5-10 business days. Applied to customer account only. Not redeemable for cash.

6. Return refusal & authority

Firgos reserves the right to decline returns that:
  • Do not meet policy conditions
  • Show misuse or improper handling
  • Are not active inventory
  • Are older than 30 days
  • Have altered or damaged packaging
Any exception requiring Management authorization must be reviewed and approved in writing before a return, credit or exchange is processed.

7. Customer storage responsibility

Customers must store goods:
  • Indoors
  • In dry, cool environments
  • Away from sunlight and heat
  • On pallets or shelving

Damage due to improper storage voids eligibility for return or credit.

8. Special orders & custom products

Custom-made, customized, and special-order items:
  • Cannot be cancelled
  • Cannot be returned once confirmed

Return and Claim Eligibility Check

Choose the request type that fits your situation. The form opens with this choice and then asks only for the information you need.

Request type Examples What to expect
Firgos delivery error Incorrect item, incorrect quantity or visible delivery damage Report it immediately while the driver is present or at warehouse pickup. You will be asked for driver or pickup details.
Standard return or exchange Unopened, unused product you want to return Must be requested within five business days of receiving the goods. Packaging condition is checked.
Product quality or batch claim Defect, concealed damage, missing component or quality concern Photos or videos, the batch or lot number and storage information are required.
Customer ordering error You selected the wrong item or quantity Handling or delivery fees may apply and the correct item must be reordered.
Electrical or warranty claim Possible manufacturing defect or failure Model, serial number (where available) and warranty evidence are required.

We can review your request if

  • Requested within five business days after you received the goods.
  • The product is unused, undamaged and in its original intact packaging: clean, dry and free from writing, tape, stains, crushing or alteration.
  • All original components and accessories are included.
  • You provide the invoice or proof of purchase, your account details and the reason for the request.
  • Disposable products are still in factory-sealed master cases.

We cannot accept

  • Special-price, pallet, volume-discounted, clearance, reduced-price and promotional-price purchases.
  • Custom-made, customized and special-order items once confirmed.
  • Opened, used, incomplete, damaged, contaminated, improperly stored or altered products (generally).
  • Partial or mixed cartons of disposable products.
  • Claims reported more than 30 days after the invoice date, unless Firgos confirms a batch-related issue.

Return or Claim Form

Do not send or bring products back until Firgos has reviewed your request and issued return instructions. A submitted form is not an approval or a Return Authorization Number.

Please have ready: customer number and company name, contact details, invoice number and date, delivery or pickup date, item code and quantity, your reason, whether the product was opened or used, packaging condition, and photos or videos for damage, defect or quality claims.

    Report a delivery error immediately, while the driver is present or at warehouse pickup. Keep the product unopened and unused, and give the driver or pickup details below.

    Returns must be requested within five business days of receiving the goods. The product must be unused, in clean, dry, original intact packaging with all components.

    Photos or videos, the batch or lot number and storage information are required. Claims reported more than 30 days after the invoice date are generally declined unless Firgos confirms a batch-related issue.

    Handling or delivery fees may apply and the correct item must be reordered. Claims submitted after five business days need Management authorization.

    Please give the model, the serial number if available, and warranty evidence. Electrical and warranty claims stay subject to inspection, warranty conditions and technical approval.

    Your details

    Invoice and delivery

    Items affected

    Details of your request

    Photos and videos