RETURN POLICY


RETURN INSTRUCTIONS

It’s important to us that you are happy with your purchase from Bio Flame. If for some reason, you are not satisfied with the product received, we’re here to assist.

To start a return, please email our Customer Success Team at hello@thebioflame.com.

Prior to requesting a return, please review the guidelines of our return policy below.

RETURN REQUIREMENTS

1. All items must have been purchased directly from our company via the website or direct order.

2. Returns for new products must be requested within 30 days of delivery. The product must be in new, unused condition with no signs of damage.

3. All products must be returned in the original packaging.

4. Defective and damaged merchandise must be reported within 7 days of delivery to qualify for a refund.

5. Custom items are not eligible for return or exchange.

RETURN SHIPING

The customer is responsible for return shipping costs and package insurance if desired. The customer must return the product to the correct warehouse, in new condition, and in the original packaging.

We strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. Bio Flame is not responsible for returns lost in transit or for items damaged during return shipping.

Please contact hello@thebioflame.com to request an RMA (Return merchandise authorization) and send us your return tracking information.

REFUNDS

Please allow 7-14 business days after delivery of the returned item, for our warehouse to inspect the products, approve the return and process your refund to the original form of payment. The credit should be visible on your credit card statement within 3-7 business days after the refund is processed.

The following items will not qualify for a refund: Products without RMA (Return merchandise authorization) including refusing the delivery, returns after 30 days of delivery, and products in unacceptable or used condition. In any of these cases, we reserve the right to deny your return. Upon receipt, the returned product can be refused and shipped back to the customer, at the customer’s expense.

CANCELATIONS

The customer can request to cancel an order for a full refund, up to 48 hours prior to shipping. After tracking is generated the order can no longer be canceled.

If you miss the cancelation period for your order, you can contact us to assist with a return at your expense (see our Return Policy).

Most items are eligible for cancelation; however, some items are fabricated specially for you and cannot be canceled once the materials are ordered, and fabrication begins. All sales are final for the following:

• Custom made products

• Made-to-order products

DEFECTIVE OR DAMAGED MERCHANDISE

Please thoroughly inspect your products immediately upon delivery. Maintain the original packaging until you have determined that the product is satisfactory. In the rare occurrence that a product arrives damaged, with missing parts, or the incorrect item was sent, please contact our Customer Success Team immediately at hello@thebioflame.com

You must contact us within seven days from the date of delivery to report damaged or defective merchandise. After the seven-day period, the product cannot be reported as damaged and/or returned for exchange or refund, with no exceptions.

For all products reported as defective or damaged, we will request the following photos in good resolution:

a. Photo of the damaged area of the product.

b. Photo of the overall product with the damaged area visible

c. Photo of the product packaging.

d. Photo of the damaged portion of the packaging carton.

Damaged items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.