If your purchase does not meet your expectations, you can return it within thirty days of receipt. For a full refund, the product must be returned in its original condition.
Return Conditions
You may unpack and inspect the product as you would in a store. Use the original packaging to prevent damage during transport.
Items that cannot be returned
- Products received more than thirty days ago.
- Used or incomplete products.
- Products showing signs of use, soot, or pellets.
Please note: if a return does not meet these conditions, the shipment may be refused. Any inspection or reshipping costs will be charged to the customer.
Returns and costs
You can register up to two products or two orders per return request. All returns must be registered via the returns portal, after which the return label or collection confirmation will be provided. Please note: the return shipping costs are at the customer’s expense. If we sent you the wrong product, Flamesa covers the return costs.
Exchanging products
A direct exchange upon receipt is not possible. Please place a new order for the desired item and return the current one.
Use and packaging
Inspect and test the product as you would in a store. Do not install it permanently. Use a clean, sturdy box and sufficient padding. Preferably return it in the original or equivalent packaging.
Special Flamesa products
- Pellet stoves that have been used with pellets cannot be returned as new.
- Used burner pots, seals, or gaskets are not eligible for a full refund.
- Accessories that come into contact with combustion, such as igniters or grates, can only be returned if unused.
Refund
After receipt and inspection, we aim to process the refund within a few business days using the same payment method.
