While we fully stand by every product that we sell, we understand that sometimes you might change your mind or realise the product you ordered wasn't exactly what you were hoping for.
That's why we offer a 30 Day Return Policy.
If you decide you want to return an item for any reason within 30 days of receiving your order, please email us at sales@floatandflame.co.uk with your order number and we will provide detailed instructions on how to process the return.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Once your returned item(s) have been received and inspected, we will send you an email notification that we have processed your return payment.
Please note: to receive a refund, the item(s) must arrive back with us in "Like New" condition and must contain all original packaging and accessories.
"Like New" means 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, they will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at sales@floatandflame.co.uk with your order number and we will assist you. We want to make this as simple a process as possible for you.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to sales@floatandflame.co.uk the day of delivery.
Float & Flame Co will pay for shipping on defective, damaged, or incorrect merchandise at our cost.
Please keep all original packaging for any items that may need to be returned. All returns need to be authorised by our customer service team prior to 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 to avoid return shipping fees.
Cancellations received before shipment will receive a full refund.
Orders cancelled after items have shipped will follow our 30 Day Return policy and will be subject to return shipping costs.
Other Return Policy Notes
- If a certain vendor or product does not support the return policy stated above, this will be noted in the product description or in product-specific return information.
- Products specified as certified pre-owned or used are ineligible for return.
- Float & Flame Co only sells to purchasers who intend to use the item(s) for their normal economic life. Orders purchased for one-time or temporary use are not eligible for return under any circumstances - this includes, but is not limited to, orders for use at a trade show or conference venue, and orders purchased by promotional companies or trade show facilitators.
For more information on shipping and returns, see our Contact Us page.