Refund policy

At Pure Flame, your satisfaction comes first. If an item isn't right for you, you benefit from clear, protective return terms, detailed below.

1. Legal right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your order within 14 days of receiving it, without giving any reason and without penalty.

2. Extended return period (30 days)
On top of your legal right, we offer an extended return period of 30 days from receipt to change your mind and request a return.

3. Condition of returned items
To be accepted, items must be returned new and unused, in their complete original packaging, with all accessories, manuals and labels. A product that is visibly used, damaged, incomplete or without its original packaging cannot be accepted or refunded.

4. How items are returned
Returns are sent by post, with the carrier of your choice. We strongly recommend a tracked service, as the tracking number is your only proof of shipment in case of dispute. Returns cannot be dropped off in person.

5. Return costs
Return shipping costs are paid by the customer. No prepaid return label is provided: you pay for postage and choose your shipping method.

6. Restocking fee
No restocking fee is charged. You only pay the cost of sending the parcel back to us.

7. How to make a return, step by step

  • Contact us at contact@purflame.co.uk with your order number and the item(s) concerned.
  • We send you the return address and instructions.
  • Carefully pack the item in its original packaging and send it with a tracked service.
  • Send us the return tracking number.
  • Once received and inspected, we process your refund.

8. Refund timing and method
Once your return has been received and inspected, your refund is issued within 7 days. The refund is made to the payment method used for the order (card, PayPal, etc.). The time it takes to appear on your account then depends on your bank.

9. Faulty or incorrect items
If you receive an item that is faulty, damaged or not what you ordered, contact us within 48 hours with photos. In that case, the return and the refund (or exchange) are fully covered by us. You are also protected by your statutory rights under the Consumer Rights Act 2015, which require goods to be of satisfactory quality, fit for purpose and as described.

10. Exchanges
Would you like a different model? The simplest way is to return the item for a refund and place a new order, so that the product you want is guaranteed to be available.

11. Cancellation before shipping
As long as your order has not been shipped, you can ask to cancel it by email. Once it has shipped, please follow the return procedure above.

Customer service
Have a question before or after your order? We're here to help.

We aim to reply to every enquiry within 24 business hours.