Refund and Returns Policy

At Flame Brand SA, customer satisfaction is important to us.

Custom & Personalised Products

As the majority of our products are custom-made or personalised, these items cannot be returned or refunded unless:

• the product is defective;
  
• the incorrect product was supplied; or
  
• the item was damaged before delivery.
  

Standard Products

Unused standard (non-personalised) products may be returned within 7 days of delivery, subject to approval. Items must be in their original packaging and in resaleable condition.

Damaged or Faulty Products

If your order arrives damaged or contains a manufacturing defect, please contact us within 48 hours of receiving your order. Include photographs and your order number so we can assess the issue.

Where a claim is approved, Flame Brand SA will, at its discretion:

• replace the product;
  
• repair the product where applicable; or
  
• provide a refund.
  

Refund Processing

Approved refunds will be processed using the original payment method. Processing times may vary depending on your bank or payment provider.

Contact

For any questions regarding returns or refunds, please contact Flame Brand SA through the contact details provided on our website.