Refund and Returns Policy

Here at Digital Flames we are consistently making sure that we are putting out customers first in everything we do. As part of this journey in making our customers’ transactions as seamless and hassle free as possible, we have now rolled out a completely FREE RETURNS POLICY on all of our items which is pretty much unheard of in our industry.

We offer a free returns and full refund policy regardless of whether the item is faulty or you simply change your mind as part of our 14 DAY PEACE OF MIND MONEY BACK GUARANTEE. This is just another example of Digital Flames’ passion and commitment in putting our customers first in everything we do.

 

  1. RETURN PROCEDURE

If you wish to return an item, please contact us within 14 days via email / phone on [email protected] or via phone/whatsapp on 07884 953413. Please note that we require all items to be returned in their original packaging and condition.

The following process must be followed:

  1. The item must be unused and the original packaging must be kept
  2. We will require you to send the following images via email:
  • Pictures of the item without any packaging
  • Pictures of the item fully packaged with the original packaging. All items will have corner protectors, polystyrene and cardboard
  1. Once we receive the above we shall go ahead and arrange collection of the item
  2. Once the item has been collected we shall issue you with a full refund. If you have paid for your delivery at the point of order such as a two man service or a delivery surcharge then this charge will not be refunded.

 

  1. DAMAGED/FAULTY ITEMS

In the event of receiving faulty or damaged items, please ensure the following:

  • Notify us within 30 days via email / phone at [email protected] or via phone/whatsapp on 07884 953413. After 30 days we cannot accept any damaged or external defective items which we have not been notified of. Faulty items have a 12 months warranty period on all furniture, home decor and lighting items. All our fires come with 2-year warranty. This does not include damages or external defects not notified to us within 30 days of delivery. The first year of the warranty includes parts and labour and second year includes the LED light parts only and no labour. The motor, fan, heating element or PCB motherboard is not covered in the second year. After 2 years, all parts are chargeable.
    Any issues upon installation or thereafter which has occurred outside of our control or by your labour team, we are not responsible for. Therefore, all items are to be checked upon delivery if they are working as they are checked in our factory thoroughly prior to shipping.
  • Email pictures of the defects/damage to the above email address or via Whatsapp.
  • We shall contact you within 24-48 hours with a resolution to the problem. You will have the option of a replacement, refund, compensation for the damage or a repair. The decision of what option to go for lies with the customer.
  • If a refund is requested, a full refund will be issued once we have collected the item from you. No collection or delivery charges apply.
  • If you do opt for a return or a replacement, please ensure the item is in its original condition and packaging.

 

We take great care in handling our products and ensure that the delivery companies we use are experienced in handling our items. We check all items in our warehouse prior to shipment to ensure they work and is in brand new condition. However, we do advise all customers to check the packaging at point of delivery. If any damage is found to the packaging then please do note this on the driver’s paperwork when signing for the delivery and inform us.

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