Refunds & Returns Policy
TerraFlame stands behind our products with our 100% customer satisfaction guarantee. If you are not 100% satisfied with our products for any reason, simply return them within 30 days for a full refund. Unfortunately, we are unable to process returns or refunds after 30 days (from date of delivery).
To be eligible for a return, your item must be unused, in the original packaging and in the same condition that you received it. We are unable to accept returns on Gel Fuel.
To process your return:
- Email email@example.com with your order number and RETURN in the subject line.
- Please provide a brief explanation for the reason for your return and any pictures if applicable. Pictures help us improve our products and overall customer experience.
- We will process your return. You are responsible for the returns shipping charges.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will appear on your original credit card within a few business days.
Late or missing refunds (if applicable)
Please give your bank or credit card company a few days for processing your refund, it may take some time before your refund is officially posted. If after 5 days you still don’t have not received your refund, please contact us at firstname.lastname@example.org.
Exchanges and Replacements
We replace items if they are damaged in shipping, defective or shipped incorrectly. If you need to process an exchange please email at email@example.com with your order number in subject line.
Our returns shipping address is:
3136 E Victoria Street
Rancho Dominguez, CA 90222
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.