Returns & Warranty.

Effective: May 1, 2026 · Last updated: May 1, 2026

Two windows for a unit to come back: a 12-month delivery commitment that triggers a refund if we miss it, and a 30-day return window after the unit arrives. Plus a multi-year warranty for defects. Pre-orders themselves are firm orders, because pre-order funds go directly into making your unit.

1. Pre-order policy — twelve-month delivery commitment

Pre-orders are firm orders, not deposits. The funds go directly into laser diodes, manufacturing setup, FDA filing fees, and the parts that build your unit. Change-of-mind cancellations aren't available; if they were, we couldn't commit to the production run at all.

What you get instead is a hard contractual floor: FireKeep commits to delivering your unit within twelve (12) months of order date. If we miss that mark, you're entitled to a full refund (less Stripe processing fees, which the payment processor retains and we cannot recover — typically about 2.9% + $0.30 per order).

Read the full pre-order terms at /legal/preorder-terms/.

2. 30-day return window after delivery

Even after your unit arrives, you have 30 days from the delivery date to send it back for a full refund — no questions, no restocking fee.

Conditions:

• The unit is in returnable condition — original packaging, all components included (unit + safety glasses + interlock keys + USB-C cable + manual), and the diode hasn't been fired more than ~10 times (we can tell from the fire counter).
• You email us at [email protected] within the 30-day window to start the RMA.
• We pay the return shipping in the US + Canada. We email you a prepaid carrier label.

Refund timing: 5 business days from when we receive the returned unit.

3. Warranty

What's covered

FireKeep guarantees every unit against manufacturing defects in materials and workmanship under normal use:

• Body + electronics: 2 years from delivery
• Laser diode: 6 months from delivery (industry-standard for laser modules)
• Keeper tier · machined-aluminum body: lifetime warranty on the body itself
• FireKeep 55 founder unit: lifetime warranty on body + electronics, plus free diode replacement once
• OD4+ safety glasses: lifetime free replacement on the lens (frames excluded)

If something fails under normal use within the warranty window, we'll repair or replace at our discretion, free of charge. We pay for shipping both ways.

What's not covered

• Damage from misuse: drops > 1.2 m, water immersion beyond IPX5 (we test to IPX5; brief splashes OK, swimming with it not OK), use as a weapon, attempted disassembly, modification
• Wear-and-tear cosmetic items: scratches, anodizing wear over years
• Fire damage from improper use (e.g., starting a fire on a dry forest floor without a controlled fire pit)
• Cells damaged by failed third-party chargers
• Use in jurisdictions where Class IV products are restricted (warranty void in any such jurisdiction)

Diode replacement after warranty

The laser diode is a wear part — like a light bulb. Even out-of-warranty, FireKeep will replace it for a flat $89 service fee (Watchman/Warden) or $129 (Keeper). Your unit comes back factory-recalibrated.

Cell replacement

21700 cells are standard, replaceable parts. We sell official replacements at cost ($14 Watchman, $42 Warden 3-pack, $84 Keeper 6-pack). You can also use any UL-listed Samsung 50E or Molicel P42A cell — same cells we use in factory.

4. How to start a return

Three options:

1. Email [email protected] with your order number, what's wrong (or that you want to return), and a photo if there's visible damage. We respond within 1 business day with a prepaid return label.
2. Use the form at firekeep.ca/account/returns (live once first units ship). Auto-generates the RMA + label.
3. Phone or video call if you'd rather talk. Email [email protected] with "video call" in the subject — we'll send a Zoom link the same day.

Print the label, drop the unit in any UPS / Canada Post office. Tracking pings to us. We process the refund or warranty repair within 5 business days of receipt.

5. What we can't take back

We'd like to take everything back, but a few things genuinely can't be returned:

• Lithium cells that have been used beyond a brief power-on test (carrier regulations on lithium-cell shipping make returns difficult after meaningful charge cycles)
• Custom engravings — if you ordered a Keeper with custom name/serial engraving, we can refund the unit minus the $50 engraving fee
• FireKeep 55 Founder slots after the founder welcome packet has been mailed (typically 14 days post-purchase) — if you cancel before the welcome packet ships, full refund; after, your slot is held permanently and the next founder can take your place once you write us, and we refund minus a $200 admin fee for the limited-edition packaging already produced

6. Contact