Overview
Given the perishable nature of our products, we maintain a strict and comprehensive refund policy to ensure fair business practices. We do not automatically process refund requests without thorough evaluation.
- Refund Consideration Requirements:
All refund requests must be submitted within 48 hours of product delivery. The recipient must provide clear photographic evidence of the product along with a detailed explanation via email (info@flame-on.co.za) or WhatsApp. Our team will assess each case individually and make a final determination based on the evidence provided. - Failed Deliveries:
If a delivery fails due to recipient unavailability during our confirmed delivery window, we cannot be held responsible for product deterioration. In such cases, a second delivery attempt will incur an additional delivery fee. We strongly emphasize the importance of ensuring recipient availability during the confirmed delivery timeframe. - Quality Assurance:
We take full accountability for any arrangements that do not meet our established quality standards upon delivery. In cases where we determine that the product quality falls short of our commitments, we will take immediate corrective action. - Compensation Format:
Please note that approved refunds may be fulfilled through product replacement rather than monetary reimbursement, at our discretion. This decision will be based on the nature of the issue and the most appropriate resolution for the situation.
This policy is non-negotiable and will be strictly enforced to maintain the integrity of our business operations and ensure fair treatment for all parties involved.
Refunds
- Approved Refund & Replacement Process
Upon approval of your refund or replacement request, you will receive formal notification detailing the terms of our resolution. For approved product replacements, delivery will be scheduled within our standard operating hours (Monday to Friday, 9am-5pm). The recipient must ensure availability during this delivery window.
In cases where a monetary refund has been approved, funds will be processed back to the original payment method within seven (7) business days. Please note that while we initiate refunds promptly upon approval, actual receipt of funds may vary depending on your banking institution’s processing times.
We maintain clear communication throughout this process and expect recipients to accommodate our established delivery schedule for replacement items. No special delivery arrangements will be made outside our standard operating hours.
Late or Missing Refunds
- Delayed Refund Protocol
If you have not received your approved refund within the specified seven (7) business day period, please follow these mandatory steps before contacting us:
First, verify your account balance and recent transaction history. Then, contact your banking institution to confirm no pending transactions exist. For online payments, check your payment service portal (PayFast, Yoco, etc.) for any processing notifications.
Only after completing these verification steps, and if the refund remains untraceable, should you contact us at info@flame-on.co.za. Your email must include the subject line “Refund Not Received” and contain your original order number, proof of purchase, and confirmation of the above verification steps taken.
Emails that do not follow this protocol or lack the required information will delay the investigation process. We will address properly submitted refund inquiries within two business days of receipt.
Sale Items
- Refund Eligibility – Sale Items
Please note that our refund policy applies exclusively to items purchased at regular price. Sale items, discounted arrangements, promotional offers, and special deals are final sale and not eligible for refunds or exchanges. This strict policy exists due to the time-sensitive and perishable nature of sale items. By purchasing items at a discounted rate, you acknowledge and accept these terms. We encourage customers to carefully consider sale purchases, as they cannot be reversed once completed.
Shipping and Address Changes
- Shipping & Address Changes Policy
Address accuracy is critical and the responsibility of the purchaser. Any address modifications requested after order placement will significantly impact delivery timing, and we cannot be held liable for resulting delays. In such cases, neither refunds nor replacements will be considered.
If a delivery fails due to an incorrect address and a new delivery location is provided, the original delivery fee is non-refundable, and an additional delivery charge will apply. Furthermore, due to the perishable nature of our products, we cannot guarantee refunds or replacements for failed deliveries resulting from customer-provided incorrect addresses.
For deliveries that fail due to address inaccuracies, the customer assumes full financial responsibility for additional delivery attempts, including new delivery fees. We strongly emphasize the importance of providing accurate delivery information at the time of purchase, as address-related issues fall outside our standard refund and replacement policies.
This policy is strictly enforced to maintain operational efficiency and ensure fair business practices.
Shipping Returns
- Product Returns & Shipping Deductions
Due to the perishable nature of our core products (flowers, bouquets, and floral arrangements), these items are not eligible for physical returns. However, for supplementary items such as vases, gift items, or non-perishable merchandise that arrive damaged or defective, returns may be considered under specific conditions.
In the event a return is authorized for non-perishable items, please note that the original shipping cost will be deducted from your refund amount. Additionally, the customer is responsible for return shipping costs. The item must be returned in its original packaging and condition, accompanied by proof of purchase.
To initiate a return for eligible items, contact us within 48 hours of delivery with clear photographs of the damaged/defective item. Returns submitted without prior authorization or outside the specified timeframe will not be accepted.
This policy specifically pertains to non-perishable items only, as floral products, by their nature, cannot be returned once delivered.
Customer Feedback and Complaints
Your voice matters to us. As we continuously strive to enhance our service, we welcome both positive feedback and constructive criticism. Every suggestion helps us grow, and every complaint presents an opportunity for improvement.
If you have any concerns, suggestions, or feedback about our services, please don’t hesitate to reach out to us at info@flame-on.co.za. Each message is reviewed with careful consideration, as we believe our customers’ insights are invaluable in shaping a better experience for everyone.
While we take pride in our service standards, we acknowledge that there’s always room for improvement. Your honest feedback helps us maintain excellence and address any shortcomings in our service delivery. We appreciate you taking the time to help us serve you better.
Need Help?
Contact us at info@flame-on.co.za for questions related to refunds and returns.
At Flame On, integrity stands at the heart of everything we do. While our policies may appear strict, they exist to ensure transparent, fair, and professional service for all our valued customers. We deeply value the trust you place in us and are committed to maintaining honest business practices in every interaction.
Our commitment to you extends beyond just selling flowers – we genuinely strive to create positive experiences and maintain long-lasting relationships with our customers. If you’re experiencing any concerns or need assistance, please reach out to us. While we must operate within our established policies, we promise to explore every reasonable solution to address your needs.
We believe in open communication and fair resolution, never in deception or unfair practices. Your satisfaction matters to us, and we’re here to help while maintaining the high standards of service our customers have come to expect from us.
