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Returns: Step-by-Step

If you change your mind, you can return your firefly™ devices to us within 14 calendar days of delivery. The firefly™ knee strap returns are also accepted within this period. This option is in addition to your consumer rights to return defective products.


Step 1:

Please contact the firefly™ Customer Support Team to make arrangements for a return.

Call enquiries: 0845 2222 621

Email: firefly.support@firstkindmedical.com

Be sure to provide the following details:

  • Your Order confirmation number
  • Lot Number (found on the Product outer packaging)
  • Your email address
  • Your postal address
  • A contact phone number


Step 2:

We will email you with a Returns Form, and a Returns Address Label.  Firstkind will arrange a nominated carrier for large consignments.

Step 3:

Before returning any Product(s) to Firstkind, please check that you have:

  1. Enclosed the return form inside the package
  2. Sealed the packaging securely


Please visit our Sales and Refund Policy for comprehensive information about what items can be returned.