Refund Policy

Komodo Fire Systems, Inc. stands by the quality of all of our e-commerce products. Damaged, lost, or faulty orders are corrected immediately when reported within 48 hours upon receipt of delivery. 

To be eligible for a return, items must be in the same condition as received, unused, and in their original packaging. Products may be inspected for fit or compatibility but must not show signs of operational use. To initiate a return, customers must provide the purchase date, order number, and proof of purchase. 

To start the return process, contact us at csr@komodo-fire.com. Upon approval, we will issue a Return Merchandise Authorization (RMA) number along with return instructions. Returns sent without an approved RMA number will not be accepted. 

Approved returns are subject to a 25% restocking fee. 

Customers are responsible for return shipping costs on all approved returns unless the return is due to a defective product, shipping damage, or an order fulfillment error on our part. If a prepaid return shipping label is provided for customer convenience, the cost of return shipping may be deducted from the refund amount unless otherwise approved by us. 

Damages and Order Issues 

Please inspect your order upon delivery and notify us immediately within two (2) business days if an item is damaged, defective, or incorrect. We will evaluate the issue and, if approved, provide a replacement or other appropriate resolution. 

Claims submitted after this timeframe may not be eligible for replacement or refund. Non-Returnable Items 

The following items are non-returnable and non-refundable: 

● Sale items 

● DIY Kits 

● Used or operated equipment 

● Products showing signs of wear, misuse, or damage caused after delivery

● Custom products, including special-order or personalized items 

Due to product demand and emergency-use applications, DIY Kits are final sale and cannot be returned. This policy helps ensure inventory availability for customers in emergency situations during active fire events. 

Exchanges

The fastest way to exchange an item is to return the original product (if eligible and approved) and place a new order for the replacement item. 

Refunds 

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, refunds will be issued to the original payment method, less any applicable restocking fees or return shipping charges. 

Please note that it may take additional time for your bank or credit card provider to process and post the refund. 

We reserve the right to refuse any return that does not meet the requirements outlined in this policy.