Avoid Firmoo if you’re in the UK — they do not follow UK consumer law.
Avoid Firmoo if you’re in the UK — they do not follow UK consumer law. I ordered glasses that arrived faulty — poor quality, far too large in comparison to online measurements, constantly falling off and completely unwearable. Instead of offering a straightforward refund, Firmoo spent days sending me scripted replies, discount codes, and “compensation coupons” that I never asked for. They then tried to: • Deduct VAT from my refund, which is illegal under UK law • Charge me return postage, even though the item is faulty • Refuse a full refund, claiming their internal “compensation order” policy overrides UK consumer rights It doesn’t. Under the Consumer Rights Act 2015, faulty goods must be refunded in full, including VAT, and the retailer must cover return postage. Firmoo ignored this repeatedly. The amount of hassle, back‑and‑forth emails, and attempts to avoid their legal obligations has been shocking. I’ve now had to involve my bank and Trading Standards. If you’re in the UK, think twice before ordering — their policies do not comply with UK consumer protection laws and their customer service seems oblivious to the fact that they need to do this.