30-Day Warm Welcome Returns (Free)
While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realize the product you ordered wasn't exactly what you were hoping for.
That's why we offer our 30-Day Warm Welcome Return Policy!
If Your Item Isn't Right for You, Return It for Free Within 30 Days of Receiving It
No Restocking Fees.
No Return Shipping Costs.
If you decide you want to return an item for any reason within 30 days after receipt of your order, please email us at info@flameexperience.com with your order number. The item must be in a saleable condition meaning that the product is "like-new".
Once your return item(s) have been inspected at our warehouse(s) and the item is verified to be in saleable condition, we will send you an email notification that we have processed your return payment.
*Please note: To receive a refund for the item(s) ordered, the item(s) must arrive back at our distribution center in "Like New" condition and must contain all original packaging and accessories.
"Like New" means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use will not be accepted and no refund will be given.
You can expect to receive your refund to the original method of payment within 10 days following receipt of the product in the "Like New" condition.
The following items may not be returned:
- Items that have been used or modified in any way.
- Items without the original packaging (including shipping pallet, if applicable).
- Made-to-order items (please refer to the product page to check the item’s eligibility for return).
- Any items shipped to Canada.
- The following brands and items are excluded and not eligible for return: Amantii, Remii, Sierra Flame, and The Outdoor Plus (TOP Fires).
Damages:
If the product is damaged, you must make a note of it immediately. Write "Damaged" on the Bill of Laden (BOL) and refuse shipment. If you don't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign. When signing for the delivery, take photos of the damaged packaging/product and send them to info@flameexperience.com within 24 hours of receiving the product.
Flame Experience will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department before being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations:
If you would like to cancel an order, please email or call our customer service team immediately.
Warranty Information:
All of our products are covered by Manufacturer's Warranty. Please refer to your product manual to learn more about your item’s warranty coverage.
Defective items are subject to the manufacturer’s warranty coverage and our role as your dealer is to support you throughout the process. The processing time of warranty claims will vary depending on the season and the availability of parts.
Other Return Policy Notes:
- Flame Experience only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one-time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@flameexperience.com.