Kickstarter/Indiegogo Refund Policy

The Firewalla device is supported by Kickstarter and Indiegogo members who are passionate about cybersecurity;  as a return, we have offered our product as a perk that’s greatly discounted.   This initial support is vital for us, as it provides the funds needed to accelerate our product to the market.

Firewalla is a complex product.  It involves us investing in engineering, tooling, components, and logistics.  This literally used pretty much all the funds we have acquired.  We are a small startup,  we can only offer what we can to ensure survival and crafting a great product.

We do understand under certain circumstances,  the perk may not fit your need.  In such situations, we will offer limited refund depends on the stage.

  • We can not refund platform fee’s and payment processing fees, as those already been charged by Kickstarter and Indiegogo.  (~10%)
  • If the product already shipped to you, we can not refund the shipping cost.
  • If you have opened the product, we will charge 50% restocking fee.
  • If you have received the product, you have 14 days to request a refund.
  • If you have received the product, it must be shipped back to us.  After inspection, we will return the fund to you within 14 business days

Defects

  • If the hardware is defective, please contact us within 30 days of receiving the product.  We will decide what to do.
  • Software updates will be forever free for VIP users.

contact: help@firewalla.com

Again, we truly appreciate your understanding and support in this matter.