Refund policy

Refund Policy
Flarestead — Return & Refund Policy
Last updated: March 2026

Flarestead ("we", "our", "us") wants you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and the process for returning items and requesting refunds.

1. Return Window
You have 7 days from the date you receive your order to request a return. To be eligible for a return, items must be unused, undamaged, and in their original packaging with all accessories, inserts, and protective materials intact. Items that show signs of use, damage caused by the customer, or missing original packaging may not be eligible for a return.

2. How to Request a Return
To initiate a return, please contact our team at contact@flarestead.com within the 7-day return window. Include your order number and the reason for your return. Our team will review your request and respond within 24 hours with a return authorisation and instructions, including the return address.

Please do not send items back without first receiving a return authorisation. Unauthorised returns may not be processed.

3. Return Shipping Costs
Who covers the return shipping cost depends on the reason for the return. If the item arrived damaged, defective, or incorrect, we will cover the full cost of return shipping. If you are returning for any other reason (change of mind, ordered the wrong item, etc.), return shipping is the responsibility of the customer.

We recommend using a tracked shipping service for all returns. We are not responsible for items lost or damaged during return transit if a non-tracked service is used.

4. Damaged or Defective Items
Every item is carefully inspected and securely packaged before dispatch. However, if your item arrives damaged or defective, please contact us at contact@flarestead.com within 7 days of delivery. Include clear photos of the damage and of the packaging. We will arrange a free return and offer you the choice of a full replacement or a complete refund.

5. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that depending on your bank or payment provider, it may take an additional few days for the refund to appear in your account.

Refunds will be issued for the product value. Original shipping costs are non-refundable unless the return is due to an error on our part or a damaged/defective item.

6. Exchanges
If you would like to exchange an item for a different product, please contact us at contact@flarestead.com. We will guide you through the process. Exchanges are subject to stock availability.

7. Non-Returnable Items
For hygiene and safety reasons, certain items — such as grill cleaning heads and brush attachments that have been used — may not be eligible for return. This will be clearly indicated on the product page at the time of purchase.

8. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please first check with your bank or payment provider, as processing times may vary. If you have done so and still have not received your refund, contact us at contact@flarestead.com and we will investigate the matter for you.

9. Contact Us
For any questions or concerns about returns and refunds, please contact us at contact@flarestead.com. Our team is available and will respond within 24 hours.