Return Policy

How to Return an Item

To start a return, you can contact us at info@thenewflame.com.au 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues

Special care is taken to ensure your order is wrapped securely for posting. Should your purchase arrive damaged, defective or incorrect please contact us within 7 days.

Refunds

Unfortunately, we cannot accept refunds for change of mind. If the scent you have chosen is not to your liking, we will happily exchange your purchase for another scent. Exchanges will only be accepted on full-price items within 14 days of purchase. 

The original order must be returned in unused condition at the customer’s own shipping expense. If there is damage to the packaging and or product, we will not be able to accept the exchange. Please note refunds are only issued on a discretionary basis. 

Sale Items

The change of mind policy will not apply to products that are on sale or have been marked down from their original price.