Returns & Exchanges

1. Return / Exchange Window

• You may request a return or exchange within 30 calendar days from the date the item was delivered.
• For commercial or trade orders, the window is 14 days from delivery.
• After the return window expires, we cannot offer a refund or exchange.

2. Condition of Returned Items

To qualify for a full refund or exchange, the product must meet the following:

• Uninstalled and unused, in the same condition as received.
• Includes all original packaging, accessories, manuals, parts, protective film, and documentation.
• No signs of wear, damage, or alteration.

If the packaging is opened or if the item has been used or installed, a restocking fee may apply:

You may choose an exchange for a different model, finish, or variant instead of a refund (subject to availability and any price difference).

3. How to Initiate a Return / Exchange

1. Email us at support@pureflameco.com. Include your order number and the email used at checkout.
2. State whether you prefer a return (refund) or an exchange, and share a brief reason (e.g., damaged, incorrect size, changed mind).
3. We will respond with a Return Authorization (RA) number and instructions on how to send the item back.
4. Carefully pack the item using original packaging and materials; clearly mark the RA number on the outside.
5. Ship the item back per the instructions provided. Once we receive and inspect the return, we will process your refund or ship the exchanged item.

We aim to respond to return requests within 24 business hours.

4. Shipping Costs & Freight

• For standard returns (lightweight items), we may provide a prepaid shipping label (cost deducted from refund unless the return is due to defect or our error).
• For heavy or palletized items (e.g., over your carrier’s parcel limits), you or your freight hauler will need to arrange pickup. We can arrange freight return at a flat rate that will be deducted from your refund (quoted during RA).
• Return shipping costs are the customer’s responsibility in “change-of-mind” cases.
• Original shipping charges (including discounted or free shipping promotions) are non-refundable.

5. Damaged or Defective Items

• Inspect your delivery immediately upon receipt.
• If you see external damage, refuse the shipment, note the damage on the courier’s delivery log, and notify us right away.
• If damage or defect is discovered after opening, take clear photos (multiple angles) and email them to us within 48 hours of delivery.
• For items confirmed as defective or damaged in transit, we will cover replacement parts or a new unit and applicable return shipping.

6. Refund Processing

• Once we receive the returned item, we inspect it to confirm eligibility.
• If approved, refunds are issued to your original method of payment.
• We aim to process refunds within 5 business days after inspection. Your bank or payment provider may require additional time to post the credit.

7. International & Cross-Border Returns

• For orders shipped across borders, return shipping costs—and any import/export duties or taxes—are the customer’s responsibility, unless otherwise stated.
• Duties, taxes, and customs fees paid at checkout are non-refundable.
• All other conditions in this policy still apply.

8. Exclusions & Final Sale Items

The following items are not eligible for return or exchange:

• Items marked “Final Sale,” clearance, or custom-made / custom-cut products
• Consumables such as fuel, filters, or other single-use items
• Products missing original packaging, accessories, or documentation
• Items that have been installed, altered, or used beyond inspection conditions

9. Additional Conditions / Notes

• A restocking fee applies based on condition if the item is opened, used, or installed (see Section 2).
• We reserve the right to refuse a return that does not meet policy requirements.
• Exchanged items ship after the original return is received and accepted (unless otherwise agreed in writing).
• You are responsible for insuring the return shipment; we are not liable for loss or damage while in transit to us.

10. Need Help?

If you need help starting a return or exchange, or have any questions about a specific item, please contact us at support@pureflameco.com.

11. Contact

Business Name: Pure Flame Co (operated by DirectMax LLC)

Sales/Use Tax License No.: 24055758

Business Start Date: February 1, 2023

Registered Address (United States): 30 N Gould St Ste 31899. Sheridan, WY 82801-6317

Email: support@pureflameco.com

Phone: +1 (833) 922-6460

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)