Refund policy

 

Returns & Refunds 
This policy outlines how returns, refunds, and replacements are handled.

By purchasing from Twilight Flame, you agree to the terms below..

Change of Mind 

We do not accept returns or refunds for change of mind.

Due to the nature of our products, all sales are considered final unless the item is faulty, damaged, or incorrect.


Damaged or Faulty Items

If your item arrives damaged or faulty:

  • You must contact us within 48 hours of delivery
  • Provide clear photo or video evidence of the issue.

We will assess the claim and determine an appropriate resolution, which may include: 

  • Replacement
  • Store credit
  • Refund (if applicable)

All resolutions are at our discretion based on the evidence provided. 

Incorrect Items 

If you receive the wrong product: 

  • Contact us within 48 hours of delivery
  •  Provide your order number and proof

We will arrange a correction where appropriate.

Return Conditions 

If a return is approved:

  • The item must be unused and in original condition (unless faulty)
  • Return instructions will be provided 

Items returned without approval will not be accepted.

Refunds

If a refund is approved: 

  • It will be processed to the original payment method
  • Processing times may vary depending on your payment provider 

Shipping costs are non-refundable unless required under applicable law.

Non-Returnable Situations 
We do not offer refunds or returns for: 
• Change of mind 
• Improper use of the product 
• Failure to follow safety instructions 
• Normal wear, burn behaviour, or aesthetic changes during use 

Responsibility

Customers are responsible for: 

  •  Inspecting items upon delivery
  • Reporting issues within the required timeframe

Failure to do so may limit available resolutions. 

 

Australian Consumer Law

Nothing in this policy excludes your rights under Australian Consumer Law. 

You may be entitled to a repair, replacement, or refund if a product: 

  • Has a major failure
  •  Is not of acceptable quality
  • Does not match its description 

Final Statement

We aim to resolve all issues fairly and efficiently, while maintaining clear and consistent standards across all orders.