Refund policy

Last Updated: August 5, 2026

FLAMO is an independently owned, FAMILIA-run small business. Every order is reviewed, prepared, and handled with care. This Return & Refund Policy explains our final-sale rules, discretionary return process, pre-order cancellation terms, damaged-product procedures, refunds, exchanges, promotions, and customer responsibilities.

By placing an order through FLAMO, you acknowledge this policy and any product-specific terms displayed on the product page, during checkout, in your order confirmation, or through an official FLAMO communication.

This policy does not limit any consumer right or remedy that cannot legally be waived.

1. Important Summary

• Most FLAMO purchases are final sale unless FLAMO approves a discretionary return or applicable law requires a remedy.
• Pre-orders are generally final sale and are not eligible for change-of-mind cancellation after purchase.
• Customers are encouraged to submit discretionary return or exchange requests within seven calendar days after delivery.
• Products must not be mailed back without written authorization from FLAMO.
• Approved discretionary returns may be subject to return shipping costs and a disclosed restocking fee.
• Original shipping costs are generally nonrefundable after the shipping service has been used.
• Damaged, missing, defective, or incorrect products must be reported with reasonably available order information and documentation.
• Discount codes must be successfully applied before checkout is completed.
• Discounts cannot be combined unless FLAMO expressly states otherwise.

2. Final-Sale Policy

Unless otherwise stated on the product page or required by applicable law, FLAMO purchases are considered final sale.

Final sale means that FLAMO is not required to accept a return, exchange, or cancellation because of:

• A change of mind
• Personal preference
• Fit or sizing preference
• Color preference
• An accidentally selected product or variation
• A missed discount or promotional code
• A personal trip, vacation, birthday, holiday, game, event, or deadline
• A customer’s failure to review the product description or order details

FLAMO may approve a discretionary return or exchange as a customer-service exception. Approval is not guaranteed and does not create an obligation to approve similar requests in the future.

A final-sale designation does not eliminate any applicable right involving merchandise that is defective, damaged, incorrect, counterfeit, unsafe, or materially different from its description.

3. Customer Responsibility Before Checkout

Before completing checkout, customers are responsible for reviewing:

• The product name and description
• The selected size, color, style, or variation
• The quantity ordered
• Product measurements and sizing information
• Pre-order or production disclosures
• Final-sale notices
• The shipping address and recipient information
• The billing information
• Shipping charges
• Discount codes and promotional offers
• The final order total

Submitting an order confirms that you reviewed and approved the information displayed during checkout.

4. Pre-Orders

A pre-order is a purchase of a product that is not ready for immediate shipment. Many FLAMO pre-order products are manufactured, ordered, allocated, or produced from scratch according to customer demand.

Pre-orders are generally final sale and are not eligible for change-of-mind cancellation after the order is submitted.

Pre-order purchases may not be canceled solely because:

• The customer changes their mind
• The product is intended for a personal event or travel date
• Another product becomes available sooner
• A carrier or supplier experiences an ordinary delay
• The customer no longer wants to wait within the disclosed shipping window

Pre-order timelines are estimates supported by the information reasonably available to FLAMO when the estimate is provided.

If FLAMO cannot ship within the promised timeframe, FLAMO may provide an updated estimated shipping date and any cancellation or refund option required by applicable law.

Where required by law, customers will have the opportunity to:

• Agree to the revised shipping timeline; or
• Cancel the affected unshipped merchandise and receive a full refund for that merchandise to the original payment method.

A gift card or store credit will not replace a legally required monetary refund unless the customer voluntarily selects that option or applicable law permits it.

Pre-order and production updates may be posted through FLAMO Drop Status, email, the order-status page, or another official FLAMO communication.

5. Lost, Damaged, or Unavailable Incoming Inventory

FLAMO may occasionally experience a carrier loss, supplier issue, production failure, customs delay, damage event, or other problem involving merchandise before customer orders are fulfilled.

If merchandise intended for customer fulfillment is lost, damaged, delayed, or made unavailable, FLAMO may offer:

• An updated production or fulfillment timeline
• A reproduction or replacement-production option
• An alternative product with the customer’s approval
• Cancellation of the affected merchandise
• A refund to the original payment method
• Another lawful resolution agreed to by the customer

Customers are not required to accept a materially different replacement product, store credit, or an extended delay when applicable law requires the option of cancellation and a monetary refund.

6. Order Changes and Cancellation Requests

Requests to change or cancel an order are not guaranteed.

This includes requests involving:

• Product selection
• Size, color, style, or variation
• Quantity
• Shipping address
• Recipient name
• Payment method
• Discount codes
• Combining separate orders
• Separating products within an order

FLAMO may be unable to modify or cancel an order after:

• Inventory has been allocated
• Pre-order production has begun
• The order has entered processing
• The order has been packed
• A shipping label has been created
• The package has been transferred to the carrier

Submitting a request does not mean it has been approved. The original order remains active unless FLAMO confirms the change or cancellation in writing.

This section does not limit any cancellation, delayed-shipment, withdrawal, refund, or consumer right that cannot legally be waived.

7. Discretionary Return or Exchange Request Window

Customers requesting a discretionary return or exchange are encouraged to contact FLAMO within seven calendar days after the carrier marks the order as delivered.

Requests submitted after this period may be denied, particularly when the delay prevents FLAMO from verifying the product’s condition or pursuing an available carrier, fulfillment, or insurance claim.

This seven-day period applies to discretionary FLAMO return reviews. It does not eliminate a longer statutory period or other consumer right that cannot legally be waived.

8. Return Authorization Required

All returns must receive written authorization and return instructions from FLAMO before they are mailed.

Do not send merchandise to the FLAMO mailing address or any address shown on the original shipping label unless FLAMO expressly identifies that address as the authorized return destination.

The FLAMO P.O. Box is not an authorized return address.

Products mailed without authorization may be delayed, refused, returned to the sender, or made ineligible for a discretionary refund where permitted by law.

Return authorization only permits the customer to send the product for inspection. It does not guarantee that a refund or exchange will be approved.

9. Approved Return Conditions

Unless FLAMO confirms otherwise in writing, an approved discretionary return must be:

• Unworn
• Unused
• Unwashed
• Unaltered
• Free from stains
• Free from odors, smoke, perfume, or detergent scents
• Free from makeup, deodorant, sweat, hair, and pet hair
• Free from damage or signs of wear
• Returned with original tags, packaging, accessories, inserts, and included items when applicable
• Returned in a condition suitable for resale

Hats must not show signs of wear, sweat, makeup, stretched materials, altered shaping, damaged embroidery, bent components, stains, odors, or customer-created creasing.

Apparel must not show signs of washing, wearing, stretching, staining, scent, deodorant, makeup, pet hair, alteration, or damage.

FLAMO may deny or reduce a discretionary refund when the returned product does not satisfy the approved return conditions.

These condition requirements do not eliminate remedies that applicable law provides for defective, damaged, incorrect, or materially misdescribed merchandise.

10. Return Shipping Requirements

Unless FLAMO made a fulfillment error, provided a defective product, or applicable law requires otherwise, the customer is responsible for return shipping costs.

Approved returns must be mailed within the period stated in the return authorization. If no period is stated, the product should be mailed within seven calendar days after authorization.

Customers should use a trackable shipping service and retain the shipping receipt and tracking number.

FLAMO is not responsible for a customer return that is lost, delayed, damaged, misdirected, or delivered to an unauthorized address before FLAMO receives it, except where applicable law provides otherwise.

FLAMO does not accept cash-on-delivery returns or returns that require FLAMO to pay unauthorized postage, customs charges, or collection fees.

11. Product Inspection

FLAMO will inspect returned merchandise after it is received.

The inspection may review:

• The product’s condition
• Signs of wear or use
• Odors, stains, hair, makeup, or residue
• Tags, packaging, accessories, and included materials
• Whether the correct merchandise was returned
• Whether the product was altered, substituted, or damaged after delivery
• Whether the return complies with the authorization provided

FLAMO will notify the customer when the return is approved, partially approved, denied, or requires additional information.

12. Restocking Fees

Approved discretionary returns may be subject to a restocking fee of up to 50% of the returned merchandise price.

The specific restocking fee, when applicable, will be communicated before or as part of the return authorization whenever reasonably possible.

The fee may account for:

• Product inspection and handling
• Repackaging or missing packaging
• Missing tags, accessories, inserts, or included products
• Reduced resale value
• Limited-release inventory impact
• Payment-processing or platform costs that are not recoverable
• Special handling required because of the product’s returned condition

A restocking fee will not be charged when prohibited by law or when FLAMO is required to provide a full refund because the merchandise was defective, damaged before delivery, incorrect, materially misdescribed, or never shipped.

13. Exchanges

Exchanges are not guaranteed and are subject to approval and current inventory availability.

An approved exchange may require:

• Return of the original product
• Payment of return shipping
• Payment of shipping for the replacement product
• Payment of any price difference
• Compliance with the approved return conditions

FLAMO cannot guarantee that a requested size, color, style, or product will remain available while the original product is in transit.

If the requested exchange product is unavailable, FLAMO may offer an alternative product, store credit, refund, or another resolution consistent with this policy and applicable law.

An approved replacement or exchange is subject to current processing, production, and fulfillment timelines.

14. Nonreturnable and Final-Sale Products

The following products are not eligible for discretionary return, refund, or exchange unless FLAMO approves an exception or applicable law requires a remedy:

• Products clearly identified as final sale before purchase
• Pre-order products
• Limited-release or limited-drop products
• Custom, altered, or personalized products
• Made-to-order products
• Products purchased through a clearance or final-sale promotion
• Gift cards and store credits, except where required by law
• Products that have been worn, used, washed, altered, damaged, or contaminated
• Products missing original components, accessories, tags, or packaging
• Products that cannot be resold for hygiene or safety reasons when disclosed before purchase
• Products damaged because of misuse, neglect, improper care, or unauthorized modification
• Products received through a replacement claim when the original product was not returned as required

A product’s final-sale status does not eliminate any right involving defective, damaged, incorrect, unsafe, counterfeit, or materially misdescribed merchandise.

15. Damaged, Defective, Missing, or Incorrect Products

If an order arrives damaged, defective, missing a product, or containing an incorrect product, submit a request through FLAMO Customer Care as soon as reasonably possible.

Customers are encouraged to report these issues within seven calendar days after delivery so FLAMO can preserve evidence and pursue available carrier, fulfillment, production, or insurance claims.

Depending on the issue, FLAMO may request:

• The order number
• The customer’s full name
• The email address used at checkout
• A clear description of the issue
• Photographs or video of the shipping box or mailer
• Photographs of the shipping label
• Photographs of all products received
• Photographs or video showing the damage or defect
• The packing slip when one was included
• Available carrier or delivery documentation

Please preserve the merchandise, packaging, shipping label, packing materials, accessories, and packing slip until FLAMO confirms they are no longer needed.

Missing information may delay the review or affect the availability of a carrier or insurance claim.

FLAMO will not automatically deny a legally valid remedy solely because a particular photograph or document is impossible to provide.

16. Available Claim Resolutions

After reviewing an approved claim, FLAMO may provide one or more of the following remedies, depending on the circumstances, inventory, customer preference, product condition, and applicable law:

• Replacement of the affected product
• Repair when appropriate
• Reproduction of a pre-order product
• Exchange for an available product
• Partial refund
• Full refund for the affected product
• Store credit accepted by the customer
• Another lawful resolution agreed to by the customer

A materially different replacement product will not be sent without the customer’s approval.

An approved replacement is subject to current inventory and production availability and may require additional processing or production time.

17. Lost, Stolen, or Delivered Packages

Package delays, carrier loss, theft, and delivered-but-not-received reports are governed by the FLAMO Shipping & Processing Policy.

A package marked delivered is not automatically eligible for a refund or replacement.

FLAMO may review:

• The tracking history
• The shipping address provided at checkout
• Delivery photographs
• Carrier scan or GPS information when available
• Carrier investigation findings
• Building or property delivery procedures
• Prior claims associated with the customer or address
• Applicable shipping insurance or protection

Customers may be required to cooperate with the carrier, shipping insurer, payment provider, or local authorities when reasonably necessary to investigate a lost or stolen shipment.

18. Refund Method

Approved monetary refunds will ordinarily be issued to the original payment method used for the transaction.

FLAMO generally cannot redirect a refund to a different card, bank account, payment account, or individual.

If the original payment method is expired, closed, replaced, or otherwise unavailable, the customer should contact the issuing bank or payment provider for assistance.

A refund may be issued as store credit only when:

• The customer voluntarily chooses store credit
• The original purchase was made with store credit or a gift card
• A promotion expressly provided store-credit-only terms before purchase
• Applicable law permits that resolution

A gift card or store credit will not replace a monetary refund that applicable law requires FLAMO to provide.

19. Refund Processing Times

After a discretionary return is received and approved, FLAMO will generally initiate the refund within five business days.

Refunds for canceled unshipped merchandise will be processed promptly and within any period required by applicable law.

After FLAMO initiates a refund, the customer’s bank, card issuer, financing provider, or payment processor controls when the funds appear in the customer’s account.

Bank and payment-provider processing times may vary.

FLAMO may provide available refund confirmation or transaction information, but FLAMO cannot control an independent financial institution’s posting timeline.

20. Partial Refunds and Lawful Deductions

Where permitted by law and applicable to a discretionary return, a refund may be reduced by:

• A disclosed restocking fee
• Original shipping charges after the shipping service was used
• Customer-responsible return shipping costs
• Missing products, accessories, packaging, tags, or promotional items
• Reduced product value caused by handling beyond what was reasonably necessary to inspect the product
• The value of an unreturned gift with purchase
• A recalculation of a discount, bundle, or promotional offer
• Nonrefundable customs, duties, brokerage, or carrier charges
• Amounts already reimbursed by a carrier, insurer, payment provider, or another source

No deduction will be made when prohibited by law.

21. Original Shipping Charges

Original shipping charges are generally nonrefundable after the purchased shipping service has been used.

Exceptions may apply when:

• FLAMO cancels the entire order before shipment
• An incorrect shipping charge was collected
• FLAMO shipped the wrong product
• Merchandise was defective or damaged before delivery and applicable law requires reimbursement
• A guaranteed carrier service qualifies for reimbursement
• FLAMO approves another resolution
• Applicable law requires the shipping charge to be refunded

22. Bundles, Sets, and Gifts With Purchase

Products sold as a bundle, set, or promotional package must generally be returned together to qualify for a discretionary refund.

If FLAMO approves the return of only part of a bundle, the refund may be recalculated using the regular individual price of the products retained by the customer.

A free gift, promotional product, or gift with purchase must be returned when the qualifying merchandise is returned unless FLAMO confirms otherwise.

If a promotional product is not returned, its disclosed or reasonable retail value may be deducted from the discretionary refund where permitted by law.

23. Gift Orders

Refunds for gift orders will ordinarily be returned to the original purchaser’s payment method.

A gift recipient may request an exchange or store credit, but approval is not guaranteed and may require verification of the original order.

FLAMO will not disclose private billing or account information belonging to the original purchaser.

24. Gift Cards and Store Credit

Gift cards and store credits are generally nonrefundable and cannot be redeemed for cash except where required by applicable law.

Orders paid partly with a gift card or store credit and partly with another payment method may be refunded to the original payment sources in the order or allocation determined by the payment platform.

Store credit issued as a voluntary resolution may be subject to the terms disclosed when it is issued, except where prohibited by law.

25. Installment and Buy-Now-Pay-Later Payments

Orders paid through Shop Pay Installments or another financing or buy-now-pay-later provider remain subject to this Return & Refund Policy.

When FLAMO processes an approved refund, the financing provider controls how the refund affects the customer’s installment schedule, outstanding balance, completed payments, or financing account.

Customers should continue making required payments until the financing provider confirms that the payment schedule has been adjusted.

Questions involving interest, financing charges, installment schedules, or account credits should be directed to the applicable financing provider.

26. Discount Codes and Promotions

Discount codes, automatic discounts, promotional offers, store credits, free-shipping offers, gifts with purchase, and special pricing may be subject to:

• Eligibility requirements
• Product or collection exclusions
• Minimum purchase amounts
• Expiration dates
• Geographic restrictions
• Usage limits
• Customer, email, household, account, or order limits
• Separate promotional terms

Discount codes must be entered and successfully applied before checkout is completed.

FLAMO is not required to:

• Apply a discount retroactively
• Refund the value of a missed discount
• Adjust an order after checkout because a code was not entered
• Honor an expired, invalid, deactivated, or unauthorized code
• Apply a promotion to an excluded product

Customers are responsible for reviewing the cart, discount amount, shipping charges, and final order total before submitting payment.

27. Discount Exclusions

Unless FLAMO expressly states otherwise, discounts and promotional offers may exclude:

• Pre-order products
• Limited drops
• New releases
• Final-sale products
• Sale or clearance products
• Bundles and sets
• Collaborations
• Custom or personalized products
• Made-to-order products
• Products with an automatic discount already applied
• Gift cards and store credit
• Shipping charges
• Taxes, duties, brokerage charges, customs fees, or carrier fees
• Any product, collection, release, or offer identified as excluded

28. Combining Discounts

Discount codes, automatic discounts, sale pricing, bundle pricing, store credits, free-shipping offers, promotional pricing, and other offers cannot be stacked or combined unless FLAMO expressly states otherwise.

If more than one discount appears available, FLAMO may apply only the offer intended for the transaction.

If a checkout, platform, technical, or configuration error permits an unintended discount combination, FLAMO may contact the customer, correct the order, remove the unintended discount, or cancel and refund the affected unfulfilled order.

FLAMO will not increase the price of merchandise after an order is accepted merely because FLAMO later decides that a validly advertised promotion was less favorable than expected.

29. Discount and Promotion Misuse

Customers may not manipulate, duplicate, resell, automate, exploit, or bypass discount-code, promotion, account, checkout, purchase-limit, or store-credit restrictions.

Prohibited activity includes:

• Creating multiple accounts to avoid usage limits
• Using multiple identities or email addresses to obtain repeated benefits
• Sharing a private or single-use code without authorization
• Using a code obtained through fraud or unauthorized access
• Manipulating checkout or website systems
• Submitting false information to qualify for an offer
• Attempting to obtain duplicate refunds, credits, gifts, or benefits

FLAMO may remove an unauthorized discount, cancel an unfulfilled order, restrict an account, or refuse future promotional participation where permitted by law.

If FLAMO cancels unfulfilled merchandise after collecting payment, FLAMO will issue the appropriate refund for that merchandise.

30. Price Adjustments

Unless a promotion expressly states otherwise, FLAMO does not provide retroactive price adjustments when:

• A product later goes on sale
• A new discount becomes available
• A customer forgets to use a code
• A promotion begins after an order is placed
• A product is later offered in a bundle

This section does not apply when FLAMO charged an incorrect amount because of a billing, checkout, or system error.

31. Chargebacks and Payment Disputes

Customers are encouraged to contact FLAMO Customer Care before initiating a chargeback or payment dispute so FLAMO has an opportunity to review and resolve the concern.

Nothing in this policy prevents a customer from exercising a lawful, good-faith right to dispute:

• An unauthorized transaction
• An incorrect charge
• Merchandise that was not provided
• Another issue eligible for dispute under applicable law or the payment provider’s rules

FLAMO may provide truthful order records, tracking information, customer communications, policy disclosures, delivery information, and other relevant evidence to a bank, card issuer, payment provider, or dispute platform.

Knowingly false, abusive, or duplicate payment disputes may result in restriction of future purchases or other lawful action.

32. Duplicate Claims and Reimbursements

Customers must disclose any carrier reimbursement, insurance payment, chargeback credit, bank credit, payment-provider reimbursement, platform reimbursement, or other compensation received for the same order or loss.

A customer may not knowingly obtain duplicate reimbursement for the same merchandise or shipping loss.

Where permitted by law, FLAMO may deduct, offset, decline, or recover an amount already reimbursed through another source.

This section does not prevent a customer from submitting a truthful, good-faith claim or lawful payment dispute.

33. False Claims and Fraudulent Documentation

FLAMO reviews return, refund, damage, and shipping claims carefully to protect our customers, our team, and our small business.

Customers may not knowingly submit:

• False or materially misleading claims
• Fabricated order or delivery information
• Edited screenshots presented as authentic records
• AI-generated or manipulated photographs presented as genuine evidence
• False damage, defect, loss, or missing-product claims
• Substituted or unrelated merchandise
• Products intentionally damaged after delivery
• Duplicate claims submitted without disclosure

Suspected fraud may result in denial of the request, cancellation of pending orders, restriction of future purchases, preservation of relevant records, or truthful reporting to carriers, insurers, payment providers, platforms, or authorities where permitted by law.

This section does not prevent a customer from using writing assistance to explain a truthful concern or from submitting a good-faith claim.

34. International Consumer Rights

Customers outside the United States may have mandatory return, withdrawal, cancellation, conformity, warranty, or refund rights that apply in addition to this policy.

Where applicable law provides a cooling-off or withdrawal period for eligible online purchases, that right will apply despite conflicting general final-sale language.

Some products may be exempt from a statutory withdrawal right, including certain:

• Custom or personalized products
• Made-to-order products
• Sealed products opened after delivery where a lawful hygiene or safety exception applies
• Other products excluded under applicable local law

International customers exercising a mandatory withdrawal right should contact FLAMO within the applicable statutory period and follow the return instructions provided.

Return shipping may remain the customer’s responsibility for a change-of-mind withdrawal when permitted by law. FLAMO will cover or reimburse return costs when required because the merchandise was defective, incorrect, or materially misdescribed.

Nothing in this policy limits a mandatory consumer right that cannot legally be waived.

35. Customer Care Response Times

FLAMO Customer Care operates according to Pacific Time.

Complete requests are generally reviewed within three to five business days.

Business days are Monday through Friday, excluding recognized U.S. holidays.

Launch periods, holidays, high-volume order periods, carrier disruptions, incomplete requests, or complex investigations may require additional review time.

Response estimates do not extend a return period, carrier claim deadline, payment-dispute deadline, statutory cancellation period, or other legal deadline.

36. How to Submit a Request

For the fastest review, submit your request through the official FLAMO Customer Care Center.

Returns and Exchanges: returns@flamo.us

Damaged, Missing, or Incorrect Product Claims: claims@flamo.us

Order Support: orders@flamo.us

Include all reasonably available information:

• Your order number
• Your full name
• The email address used at checkout
• The product name and variation
• A clear explanation of the request
• Reasonably available photographs or supporting documentation

Please submit only one request for the same issue. Duplicate forms, emails, social media messages, or claims may create separate cases and delay review.

After submitting a request, reply to the original confirmation or support email when providing additional information instead of opening a new case.

Social media comments, direct messages, tags, mentions, and Discord messages are not official return, refund, cancellation, or claims channels.

37. Related FLAMO Policies

• Terms of Service
• Shipping & Processing Policy
• Privacy Policy
• Customer Care Center
• FLAMO Drop Status

38. Policy Agreement

By placing an order, using a discount code, participating in a promotion, submitting a return or claim request, or completing checkout through FLAMO, you acknowledge this Return & Refund Policy and any product-specific terms disclosed before purchase.

Nothing in this policy limits a right or remedy that cannot legally be waived.

39. Policy Updates

FLAMO may update this Return & Refund Policy to reflect changes to our products, return procedures, promotions, payment methods, business operations, or legal obligations.

The current version will be posted with an updated “Last Updated” date.

Where required by law, additional notice will be provided before a material change takes effect.

Changes apply prospectively. The policy and product-specific terms disclosed when an order was submitted will generally govern that transaction unless applicable law requires otherwise.

[1]: https://www.ftc.gov/legal-library/browse/rules/mail-internet-or-telephone-order-merchandise-rule?utm_source=chatgpt.com "Mail, Internet, or Telephone Order Merchandise Rule"