Refund policy

RETURNS / EXCHANGES / REFUNDS 

Cancellations must be requested within 1 hour of purchase. No cancellations will be accepted after that, for any reason. As long as I have not started on your order, changes to order may be accepted - ie. size changes, color changes, address change, etc. I cannot guarantee changes to order, depending on current stock.

All sales are final on hoops purchased during a sale. (flash sales, seasonal sales, Black Friday, etc.)

Refunds & exchanges will be reviewed and processed only with the shop's discretion, as each case varies.

If you are not 100% satisfied with your purchase, please request a refund within 24 hours of delivery. No refund requests will be accepted after 24 hours of delivery - no exceptions.
Within 7 business days from the date of delivery, you may return your items for a refund - no returns will be accepted after 7 days. If you do not send items back within 7 days, no refund will be issued.

  • No restocking fee for Quick Wicks or Kevlar sleeves, as long as the product is in unused condition. For Quick Wicks exchanges, hold on to the Nut-Driver, as we do not include one with replacement/exchanged Quick Wicks.
  • 25% restocking fee on day hoops, sectionals, & all other custom made hoops may be applied
  • Only unused (not burnt) fire props may be returned/exchanged.
  • Customers are responsible for shipping costs on returns & exchanges, unless the item is being covered by warranty.
  • Once the item is received, we'll email you to settle up if there are price differences and any money needs to be refunded or received.
  • Always include your name & email in the package along with the return.

Your refund for your items will be issued once the item is returned and inspected. Original shipping costs will not be refunded. Shipping costs associated with items being returned will not be paid by the shop or refunded.

Items will be inspected before a refund is issued. If there is any potential wear from use or any other apparent damage, a 20% repair fee will be deducted from your refund.

If shipping instructions are not followed and items come back with damage from shipping, no refund will be issued.

We will NOT issue a refund simply because "I don't like it" or "This isn't what I wanted". Message us if you have any questions about our listings. Please be certain on your order before placing it. Make sure you leave us a note in your order if you would like something specific.

About Restocking Fees:
25% restocking fee on day & fire hoops may be issued. No restocking fee on kevlar sleeves or unused wicks. Since most of our products are custom-made-to-order, each one is completely unique. Once returned, a custom prop can sit around indefinitely waiting for someone who wants those exact specs. The restocking fee allows us to reduce the price to help incentivize someone else to bring it home and love it.

Current build time: 5-7 Days. Current build time for fire hoops is 5-10 days, depending on order queue. Current build time for day hoops is 5-7 days. Current build time may change at anytime without notice. We are happy to give an update on your order at any time, just email us at abbi@festival-treasures.com