Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days, starting from the day after you receive the goods.

To exercise your right to cancel, you must notify us in writing within this period by emailing sales@norfolkfireworks.co.uk.

While the goods are in your possession, you have a statutory duty to take reasonable care of them. Items must be returned unused, in their original packaging, and in the same condition in which they were received, together with proof of purchase.

Due to the hazardous nature of fireworks, all products are stored, handled and transported in accordance with the Explosives Regulations 2014.

Because fireworks are classified as explosives, they cannot be returned using standard postal or courier services such as APC, DHL or Royal Mail. Returns must be transported using a licensed specialist hazardous goods courier.

If you wish to return goods, you must contact sales@norfolkfireworks.co.uk to request a return. If approved, we can arrange collection via our specialist courier from the original delivery address.

Returned goods must undergo inspection and compliance checks before being returned to our licensed explosive storage facilities.

To cover the administrative, handling and compliance costs associated with this process, a 20% handling and restocking charge will be deducted from the refund.

Return collections are charged at the full cost applied by our specialist courier, with a minimum collection charge of £50, which will also be deducted from the refund.

Example:
If your order total is £100, a £20 handling/restocking charge and the £50 minimum collection charge would result in a £30 refund.

If you choose to return the goods in person, the courier collection charge will not apply, however the 20% handling and restocking charge will still be deducted.

Refunds will be issued within 30 days of cancellation, less any applicable handling and collection costs.

Where goods are faulty or do not conform to the requirements of the Consumer Rights Act 2015, we will arrange collection at our expense and provide a full refund or replacement.

Failed or Refused Deliveries

All fireworks deliveries must be received by a person aged 18 or over, who must be present to sign for the goods.

If delivery fails because no one is present at the address or a person aged 18 or over is not available to accept the delivery, a re-delivery charge of £50 will apply.

If a delivery is refused at the delivery address, or the customer fails to make suitable arrangements to accept delivery, the order will be treated as a return. In such cases, the 20% handling and restocking charge and the full specialist courier costs will be deducted from any refund.

Damaged or Incorrect Items

Please inspect your order immediately upon receipt. If an item is damaged, defective, or incorrect, contact us straight away so we can investigate and resolve the issue promptly.

Items returned without prior authorisation will not be accepted.