Returns & Refunds Policy

1. Consumer right to cancel (14 days)

If you are a consumer (purchasing for personal, non-business use), you have a statutory right under the Consumer Contracts Regulations 2013 to cancel your order within 14 calendar days of receiving your goods — no reason required.

How to cancel

Email us at hello@firewall-buddy.co.uk with your order reference and the word "Cancel". We will confirm receipt within 1 working day.

Returning the goods

• Goods must be returned within 14 days of your cancellation notice.
• Goods must be in their original condition, unused, and in original packaging.
• You are responsible for the cost of return shipping unless the item is faulty.
• We strongly recommend using a tracked and insured service, as we cannot be responsible for items lost in return transit.

Refunds

We will refund you within 14 days of receiving the returned goods, using the same payment method you used. We may deduct for any diminishment in value if the goods have been used beyond what is necessary to inspect them.

2. Business customers

If you are purchasing as a business, the statutory 14-day right to cancel does not apply. Returns for business customers are at our discretion and will be considered on a case-by-case basis. Goods returned must be unused, in original packaging, and returned within 30 days of purchase. A restocking fee of up to 15% may apply.

3. Faulty or damaged goods

If your goods arrive damaged or develop a fault within the Netgate warranty period, we will help you resolve this as quickly as possible.

Reporting a fault

• Damaged on arrival: Please notify us within 48 hours of delivery with photos. We will arrange a replacement or collection immediately.
• Developed a fault: Email us at hello@firewall-buddy.co.uk with your order reference, a description of the fault, and any error messages or logs.

Netgate warranty

All Netgate hardware appliances carry a one-year manufacturer warranty from Netgate, covering defects in materials and workmanship. Some products include longer warranty coverage — check the product page. We will liaise with Netgate on your behalf to progress warranty claims.

Your statutory rights

If you are a consumer, the Consumer Rights Act 2015 gives you additional protections. Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to a repair, replacement, or refund depending on the circumstances.

4. Software licences and subscriptions

Software licences (pfSense+, TNSR, Nexus) and support subscriptions (TAC Lite, TAC Pro, TAC Enterprise) are non-refundable once activated or delivered, as the digital content is immediately available. If a licence is faulty or not as described, please contact us and we will work with Netgate to resolve the issue.

5. Accessories

Accessories (cables, mount kits, memory, storage, etc.) follow the same return policy as hardware appliances. If an accessory is incompatible with your appliance despite following our compatibility guidance, please contact us and we will do our best to find a solution.

6. How to start a return

1. Email hello@firewall-buddy.co.uk with your order number and reason for return.
2. We'll confirm eligibility and send you a Returns Authorisation (RA) number within 2 working days.
3. Pack the item securely in its original packaging and write the RA number on the outside.
4. Ship to the address we provide. Keep your tracking number.
5. Once we receive and inspect the goods, we'll process your refund or replacement within 5 working days.

7. Contact

Any questions about returns? We're friendly — just email hello@firewall-buddy.co.uk and we'll sort it out.