Refund policy

Return and Refund Policy - Flamspink

At Flamspink, we pour our heart into creating unique and high-quality embroidered apparel. Your satisfaction is important to us, and we want you to love your purchase. Please read our return and refund policy carefully.

Our Policy

We generally do not accept returns or offer refunds unless there is a defect or damage to the product you received. We uphold strict quality control, but understand that issues can sometimes occur during shipping or manufacturing.

Conditions for Return/Refund:

1. Product Damage or Defect: We only accept returns and offer refunds for items that are demonstrably damaged or defective upon arrival. This does not include issues arising from normal wear and tear, misuse, or improper care of the product.

2. Notification Period: You must notify us of any damaged or defective product within 3 days of receiving your order. Please include your order number and clear photos/video of the issue.

3. Mandatory Opening Video: To be eligible for a return or refund due to damage or defect, a complete and unedited video recording of the package being opened upon receipt is strictly required. This video serves as crucial proof of the product's condition directly out of the packaging. Without this opening video, we may not be able to process your claim.

How to Initiate a Claim for Damaged/Defective Product:

If your product arrives damaged or defective and you have the required opening video:  

1. Contact our customer service team immediately at flamspink8@gmail.com or through our contact form.

2. In your email, please include:

   • Your full name and order number.

   • A detailed description of the damage or defect.

   • Clear photographs showing the issue.

   • The complete, unedited video recording of the package opening.

3. Our team will review your claim and supporting evidence. If approved, we will provide instructions on how to proceed. This may involve returning the item (at our expense for approved claims) or, in some cases, arranging for a refund or replacement without a return.

Refund Process:

• If your return/refund is approved, your refund will be processed to your original method of payment within 5-10 business days of approval or receipt of the returned item (if required). Please note that it may take additional time for your bank or credit card company to process and post the refund.

Exchanges:

We do not offer direct exchanges. If you have received a damaged or defective item and your claim is approved, we will process a refund or offer a replacement. If you wish to purchase a different item, please place a new order on our website.

Non-Returnable/Non-Refundable Items:

• Products without a valid, unedited opening video proving damage/defect upon arrival.

• Items damaged through normal wear and tear, misuse, or improper washing/care.

• Items not reported within the specified notification period.

• Items not purchased directly from Flamspink.com.

Questions?

If you have any questions about our return and refund policy, please do not hesitate to contact us.