1. Description of the goods and services: Firewave is a company trading with majority eco-friendly and sustainable products.
2. Availability of products: Please, note that due to the nature of our products, some items might not be available from time to time from the manufacturer due to our products being made to order. If such a situation arises we will notify you immediately and offer a similar product or delayed delivery of your order or refund the price of this specific product.
3. Colours, specifications and dimensions of products: We have taken every reasonable effort to display the colours, specifications and dimensions of items on the website as accurately as possible. The colours you see will depend on the resolution of your monitor and we cannot guarantee that your monitor’s display will reflect accurately the colour of the item delivered. Slight variations may occur.
We may from time to time vary the dimensions, specifications and quantities of items displayed on our website without prior notice.
Packaging may vary from that shown. The weights, dimensions and capacities given are approximate only.
4. Cancellation: A cancellation of an order can be made within 24 hours after placing it. It must be done in writing via e-mail. If proof of payment is not received within 5 days after placing an order, the order will be automatically cancelled. If a payment is made the order cannot be cancelled.
5. Return/refund policy: Returns and refunds are allowed in the following cases:
a) If a wrong item is received you must notify us within 24 hours of receiving it via e-mail or fax. Arrangements to collect the wrong one and deliver the correct one will be made and it will be at our cost.
b) If a damaged or broken product is received you must notify us immediately via e-mail. We will arrange for the damaged or broken product to be collected and replaced with a new one at our cost.
c) Please, note that late delivery is not grounds for return or refund.
d) If you wish to return a product for other reasons, you can do so within 5 days of receiving it. You must inform us via e-mail or fax with proof of the reason for requesting a return. We will decide upon receipt of your request whether to accept it or not. If a return is arranged, the product must be in the original sealed package (not used) and the delivery cost for returning will be your responsibility. We will take it further with the manufacturer/supplier and it will be the manufacturer’s/supplier’s discretion to refund. We will not make refunds unless the manufacturer/supplier approves one. Firewave may, however, offer you a similar product.

Payment & Delivery

1. Delivery policy: Firewave offers the following delivery options to its customers:
1.1. Courier service: Firewave uses the services of a few courier companies in order to provide the best possible rates to our customers. Courier rates are based on destination and total weight. Exact amounts will be calculated and displayed by our online system during checkout process. Firewave reserves the right to change the courier service fees without prior notice, subject to Courier Companies policy. Please note the Courier deliveries are made during work days and normal office hours.
1.2. International deliveries: For orders outside of South Africa the delivery will be arranged via DHL Couriers. International rates are based on country and size and total weight of the parcel. During the check-out process, our system will display the exact amount calculated on the total weight and size of the parcel.
2. Free Delivery options: Firewave offers free delivery options for South Africa only. Those deals may vary and will be different depending on the area. No free delivery options are available for international orders.
3. Delivery time: Processing of orders will be done within 24 – 48 hours of receiving them, but parcels will only be dispatched after proof of payment or actual payment is received. No sms notifications or screenshots are accepted as proof of payment. For online payments with credit cards no proof of payment is required.
Please, note that our general delivery time is 3 to 7 working days, subject to availability of products from manufacturers/ distributors. Although the courier service offers overnight deliveries, we cannot guarantee that certain products will be available from the manufacturer/ supplier or that the manufacturer/supplier will provide the requested products for immediate collection. Therefore we cannot offer overnight delivery. During the December holiday season most manufacturers/suppliers require a longer time for processing orders, which might make our delivery time longer. We will make every effort to stock the most popular items to avoid any inconvenience to our customers.
If the delivery address is unattended when delivery is attempted it will be Courier’s discretion to leave a message and try to schedule a second attempt to deliver, subject to the Courier’s terms and conditions.
For international deliveries time varies from 1 to 6 weeks depending on customs and health regulations at destination.