Returns, corrections & next steps

When a purchase does not go as expected, the first step is to make the issue clear. Email support@firsena.com with your order number, the selected item and a short account of what happened.

Give us the useful details

Tell us whether the concern involves damage, a missing component, an incorrect item or another reason. A photograph of the product and its packaging is useful when it illustrates the issue.

Confirm the instructions before returning

Ask which conditions apply, who is responsible for the return postage and where an approved return should be sent. The address on an incoming parcel is not automatically a return address.

If you are still deciding whether to buy

Request confirmation of the return window, product-condition requirements, exclusions and refund arrangements before ordering if any of these affect your decision. We have not filled in an unverified deadline or offered unconditional returns on this page.

Keep the reference trail

Save the original order confirmation, support correspondence and any posting receipt or tracking reference. This enquiry guidance does not limit rights provided by applicable consumer law.