General Refund Policy
Red Apple Fireworks generally does not accept returns or exchanges of, or issue refunds for, purchased products. However, exceptions are made for certain situations as outlined below. Note that we rely on third party shipping companies to ship our customers' orders, and as such, this General Refund Policy specifically excludes returns and/or refunds based on delay of delivery, failed delivery and the like, as such circumstances are beyond our reasonable control.
1. Happiness Guarantee™
Our Happiness Guarantee™ covers the following circumstances:
Guaranteed lowest prices: you'll always pay the absolute lowest price on every single item we stock, guaranteed.
Price match adjustments: if you find a better deal elsewhere, we'll match that price and keep you winning.
Sale price adjustments: if the price drops right after you cop your fireworks, we got your back with a sweet adjustment.
Performance satisfaction adjustments: if a firework doesn't live up to its hype, we'll make it right and keep the good vibes flowing.
Non-fireworks product guarantee: we guarantee that these items will be free from defects in material and workmanship and will conform to typical industry standards for such products.
To file a request under our Happiness Guarantee, go
here. We will then review your submission and determine if a credit is warranted. If approved, you will either receive store credit in your Red Apple Cash account to use for future purchases on the site, or a replacement product.
2. Order Modifications and Cancellations
Generally
Any Order modification (including cancellation) may be subject to restocking and/or transaction fees, depending on the current stage of fulfillment at the time of your request. Once you contact our team, we will promptly review your order status and inform you of any restocking fees that may apply.
File a request to modify or cancel your Order here. We will review your submission and determine if a modification or cancellation is possible. If approved, we may effectuate your request immediately.
Shipping Orders
If before shipping: If your order hasn’t shipped, you can request a cancellation and a full refund to store credit. Changes require canceling and reordering, which may incur a 25% restocking fee if the order is well into the fulfillment process.
If after shipping: If your order has already shipped, cancellations will incur shipping charges, a 25% restocking fee, and the cost of returning the goods.
Combining Orders: Red Apple cannot combine multiple orders for shipping. To combine orders, you must cancel all orders and re-place them as one order. Refunds for cancellations will be issued as store credit.
Instore Pickup Orders
Updating your Order: At checkout, you must select your instore pickup appointment date and time. After placing your order, you have 48 hours to update your pickup appointment date and/or time.
Upgrading your Order from instore pickup to shipping: If you would like to upgrade your instore pickup order to shipping a shipping order, please contact us within 24 hours of placing your order. Our team will send you an invoice for the shipping cost once you confirm the upgrade.
Missed Pickup Appointment: If you fail to pick up your order within 72 hours of your instore pickup appointment, and you haven’t contacted us to reschedule, your order will be automatically refunded as store credit in the form of Red Apple Cash, which will be available in your Red Apple account.
3. Damaged or Missing Product Claims
Note that it is ultimately your responsibility to work with the third-party shipping company for a resolution in the case of missing or damaged products. However, we are happy to help! To ensure we can properly help you if your shipment has a damaged or missing item, you must take the following actions when receiving your order:
- Before you accept your order, make sure to jot down any and all issues on the shipping paperwork.
- Then, go here to report the problem to us within 48 hours.
Have this stuff ready to submit with your report:
- Pics of any damage, or a list of missing items
- Pics of your shipping paperwork
- A written explanation of what went wrong
Quick Deets:
- Just a heads up, though: any claims for messed-up or missing stuff need to be filed with the TPSC that handled your order. But don't sweat it! We're happy to lend a hand and help you file your claim. But for real, we need all the deets listed above to get things movin'.
- Oh, and here's a tip: winning a damage claim isn't easy if the outer shipping box got banged up but the fireworks inside are just lookin' a little rough but can still be used safely ("cosmetic damage"). So make sure you double-check and confirm that the actual product is messed up before you try to make a claim.
- If your explosive goodies get wrecked or vanish into thin air, we can't do the reshipping thing. But don't trip, we've got your back, homie! We'll make sure to hook you up and sort everything out, no doubt about it!
Formal Stuff:
- Inspection before Signing: Before signing any shipping documents, thoroughly inspect your shipment. Don't rush this step—carefully examine the contents.
- Receiving Responsibility: Do not allow the driver to leave a shipment without your signature. Take ownership of the delivery process to ensure accuracy.
- Our Liability: Please be aware that we are not liable for any damage or missing items that occur during shipment. Only issues documented on the signed shipping documents are eligible for credit consideration.
- Photo Documentation: Claims must include photographs that clearly depict the problem, enabling us to assist you effectively. Ensure you submit your claim within 48 hours of receiving your order.
- Comprehensive Photos: In cases of damage, it is essential to capture images of both the outer shipping box and the inner contents. However, note that cosmetic damage alone does not qualify as a valid basis for a claim.
- Claim Submission: Reply to your shipping or order confirmation email, attaching the relevant photos to initiate the claim process.
- Timely Contact: Remember, any issues with your order must be reported to us within 48 hours of receipt. After this time frame, we regretfully cannot provide assistance due to the requirements set by the TPSCs we collaborate with.
- Additional Services: Kindly note that we are not responsible for any extra services required by the TPSC for your order, such as liftgate or detention time. Any related charges will be billed directly to you by the TPSC.
We will not submit an incomplete claim on your behalf, so make sure you either submit a fully completed claim yourself, or follow our instructions above so that we may help.
Decisions for reimbursement of damaged or missing products are made in the sole and absolute discretion of the third-party shipping company that shipped your order.
4. Refund Requests Must be Made Online
In-person requests are ineffective to make a request pursuant to this Refund Policy. Red Apple employees may assist you with such requests, but such requests may only be made via the links referenced herein.
5. Conclusion
All requests made under this Refund Policy are subject to review by Red Apple, and all decisions are made within our sole and absolute discretion (or that of a third-party shipping company where applicable). Unless stated otherwise above, returns and credits will be refunded to the customer's Red Apple Cash account for use on future purchases. Your satisfaction is our priority, and we strive to handle all requests with care and fairness.
