Returns & Refund Policy

Our Returns Policy

We offer a 90-day return policy from the date you receive your order. If you are not fully satisfied with your purchase for any reason, you may request a return within this period, provided the item meets the conditions outlined below.

This policy is in addition to your statutory rights under the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which are not affected or reduced by this policy.

Return Eligibility Conditions

To be eligible for a return, your item must meet the following conditions:

• Returned within 90 days of the delivery date
• Unused and in its original condition — the item must not have been assembled, used, or installed where applicable
• In its original packaging where possible, including all accessories, manuals, and components that came with the product
• Not damaged due to misuse, negligence, or improper installation by the customer
• Accompanied by proof of purchase — your order number or email confirmation

Damaged, Defective, or Incorrect Items

If your item arrives damaged, is faulty, or you have received the wrong product, we sincerely apologise for the inconvenience. Please contact us as soon as possible — ideally within 48 hours of delivery — so we can resolve the issue promptly.

What We Will Need From You

• Your order number
• A clear description of the issue or fault
• Photographs or video clearly showing the damage, defect, or incorrect item

How We Will Resolve It

• A full replacement dispatched at no additional cost to you
• A full refund to your original payment method
• A partial refund if the item is only partially affected and you wish to keep it

How to Request a Return

Starting a return is straightforward. Please follow the steps below:

Refunds

Once your return has been received and inspected, we will notify you by email to confirm whether your refund has been approved.

Refund Processing Timelines

Refunds are issued to the original payment method used at checkout. We are unable to redirect refunds to a different card, account, or payment method.

Order Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is commonly referred to as the “cooling-off period.”

Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us immediately at contact@flamezy.shop. We will do our best to stop the shipment and issue a full refund. However, if the order has already been processed or handed to our courier, it may not be possible to cancel it before delivery.

Cancelling After Dispatch or Delivery

If your order has already been dispatched or delivered, your cancellation will be treated as a return. Please follow the return process outlined in Section 04 above. You will need to return the item at your own cost unless the item is faulty, damaged, or incorrect.

• Cancellation within 14 days — full refund including any standard delivery charges paid
• Cancellation between 14 and 90 days — refund for the item(s) returned; original delivery charges are non-refundable unless the item is faulty
• Return shipping costs — the customer is responsible for return postage on change-of-mind returns

Non-Returnable Items

Certain items may not be eligible for return in some circumstances. These include:

• Items that have been used, assembled, or installed where use affects their resalability
• Items damaged by the customer due to misuse, improper assembly, or neglect
• Items returned without prior authorisation from our support team
• Items returned outside the 90-day window without prior agreement

If you are unsure whether your item qualifies for a return, please reach out to us before sending anything back and we will advise you accordingly.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, size, or colour, the quickest way to get what you need is to return the original item for a refund and place a new order on our website. Our team is happy to help guide you through this process.

Your Statutory Rights

Nothing in this Returns & Refund Policy affects your statutory rights as a consumer under UK law. You are always entitled to your full legal rights regardless of our store policy, including your rights under the:

• Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose, and as described
• Consumer Contracts Regulations 2013 — right to cancel distance purchases within 14 days
• Consumer Protection from Unfair Trading Regulations 2008 — protection against misleading or aggressive practices

If you believe your statutory rights have not been met, please contact us in the first instance and we will work with you to find a resolution. You may also seek advice from Citizens Advice at www.citizensadvice.org.uk.

Contact Us About a Return

If you have any questions about a return, refund, or cancellation, our customer support team is here to help. Please don’t hesitate to get in touch — we aim to respond to all enquiries within 1–2 business days.

• Email: contact@flamezy.shop
• Phone: +44 [Leave Blank]
• Working Hours: Monday – Friday: 9:00 AM – 6:00 PM  |  Saturday: 10:00 AM – 4:00 PM  |  Sunday: Closed