Returns Policy

Flamesmiths Inc. Returns Policy

At Flamesmiths Inc. we have a wide range of exclusive brands and third party trusted brands. We want you to have a fulfilling shopping experience where we understand that sometimes you may need to return a product you have purchased from our online and retail stores.

To assist you, we have set out below a return policy for purchases made at both our online and retail stores.


Please retain your receipt

In order to obtain a refund, exchange or to repair a product that you purchased from Flamesmiths Inc., you must have clear proof of purchase.

Proof of purchase includes but is not limited to:


·         Original Flamesmiths Inc. receipt

·         Flamesmiths Inc. invoice (for online transactions)

·         Credit Card or Bank Statement* showing Flamesmiths Inc. merchant description


Flamesmiths Inc. will make every effort to locate transaction receipts through our system if lost or misplaced.

*Flamesmiths Inc. will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount at which the product in question was purchased. Please note multiple item purchases in one transaction will limit our ability to establish proof of purchase.


Flamesmiths Inc. reserves the right to:

Assess the condition and age of returned goods prior to offering a repair, exchange or refund. This may result in a repair, exchange or refund being refused.

Please note:

·         Your original Flamesmiths Inc. receipt is the best form of proof of purchase

·         Refunds will be issued using your original payment method

·         Refunds will not be provided for the purchase of gift cards

·         Gift cards are not redeemable for cash

·         Please return any and all accessories and manuals supplied with product


Operating difficulties

If you are experiencing operating difficulties with any of our products, please contact us for expert assistance. Many operating difficulties can be quickly solved with the right advice and our team members are always happy to help you.

For products purchased through the online store, please call us on 03 9703 1758 or email us at Our Customer Service operating hours are 9:00 am - 5:00pm (AEST), Monday to Friday.

Your enquiry is important to us and we will endeavour to reply within 48 hours.


Product Returns

Flamesmiths Inc. will accept product returns and provide you with credit (in the form of a gift card), refund or repair where:

·         The product is faulty or is not of merchantable quality, or

·         The product is not fit for its intended purpose, or

·         The product does not match the sample or our description

·         You can present your receipt or other adequate proof of purchase

If you cannot present your invoice or other acceptable proof of purchase, Flamesmiths Inc. reserves the right not to offer a refund or exchange.

No refund will be given on free items or bonus items.


Change of mind product returns

You may return an item because you have changed your mind about your purchase. Once proof of purchase is established, Flamesmiths Inc. will gladly offer you an alternative product, credit (in the form of a gift card) or refund provided that:

·         You return the item within 30 days of purchase at your own expense

·         You produce your original Flamesmiths Inc. receipt at the time you return the item

·         It is unopened, unused, in its original condition and packaging. Complete with instruction manuals and accessories

If these requirements are not satisfied Flamesmiths Inc. reserves the right not to offer an exchange product, credit (in the form of a gift card) or refund for change of mind returns.

Please note: To obtain a refund or exchange you will need to present the store staff with the credit card that you originally purchased the goods on, so the transaction can be reversed. Refunds will not be given in cash when original payment was made via a credit card.

For any return of goods purchased online, please call us on 03 9703 1758 or email us at Our Customer Service operating hours are 9:00 am - 5:00pm (AEST), Monday to Friday. Please make sure to keep a copy of your invoice for easier correspondence.

The delivery charges will only be reimbursed when Flamesmiths Inc. is at fault; that is, if the wrong item is delivered to the customer or there is a fault with the product (including damaged in transit). In all other circumstances, including change of mind, the delivery charges will be deducted from the refund to the customer.


If Flamesmiths Inc. requests my personal information during the refund or exchange process, what do they do with the information?


At Flamesmiths Inc., we dedicate a lot of our time and resources to make your shopping experience as simple as possible. In doing so, we respect and ensure that there is maximum security and privacy for all your details.

We will use your details and order information, including billing and delivery address, email address and phone number for the fulfilment of your order. This includes refunds or exchanges, where our processes are designed to comply with fraud identification.

For your protection and peace of mind, our policies and procedures ensure that all personal information no matter how or where it is obtained is handled sensitively, securely and in accordance with the National Privacy Principles set out in the Commonwealth Privacy Act 1988.