We are committed to providing you with high-quality products and excellent customer service. Please review our Return and Refund Policy below for a clear understanding of our procedures.
Final Sale: All sales at Freshwater Flame are considered final unless the received items are damaged during shipping. We do not accept returns or offer refunds for any other reason, including but not limited to change of mind, dislike of the product, or incorrect product selection. We encourage you to make your purchasing decisions carefully, taking into consideration your preferences and needs.
Damaged Items: In the event that your order arrives with damaged items due to shipping, we will promptly address the issue to ensure your satisfaction. To initiate a return for damaged items, please follow these steps:
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Contact our Customer Support Team within seven (7) days of receiving the damaged items. You can reach them via email at info@freshwaterflame.com
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Provide clear photographs of the damaged items, along with your order number and a description of the damage.
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Our Customer Support Team will assess your request and, if approved, provide you with instructions on how to return the damaged items.
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Once we receive the damaged items and verify the damage, we will offer you the option of a replacement (if available) or a refund for the damaged items. Please note that shipping costs are non-refundable.
Exclusions: We reserve the right to refuse returns or refunds for items that have been altered, used, or damaged due to customer mishandling. We also cannot accept returns for personalized or custom-made items unless they are damaged in transit.
Refund Process: Refunds for damaged items will be processed using the same payment method used for the original purchase. Please allow up to 10 business days for the refund to appear in your account, as processing times may vary depending on your financial institution.
Questions and Assistance: If you have any questions or need further assistance, please do not hesitate to contact our Customer Support Team. We are here to help and ensure your shopping experience with Freshwater Flame is a positive one.