Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please note that the AETHERFLAME™ Propane Torch does not include a propane tank. Due to shipping regulations, propane cylinders cannot be included with your order.

The torch is designed to work with standard 1 lb (16.4 oz) propane cylinders, which are widely available from most hardware, home improvement, and outdoor supply stores.

We clearly disclose this information on our product pages, FAQs, and other relevant product information. Refunds, cancellations, or return requests based solely on the expectation that a propane tank was included will not be accepted. By placing an order, you acknowledge that you understand the propane tank is not included with your purchase.

We encourage all customers to review the product description and FAQs carefully before completing their order.

At AETHERFLAME, we want our returns and refunds process to be clear and fair. By placing an order with us, you agree to the terms of this Returns & Refund Policy, subject to any rights you may have under applicable consumer law.

1. Returns Must Be Completed Before a Refund Is Issued

Where a return is approved, customers are required to return the item to the return address provided by our Customer Support Team before a refund will be issued.

We do not issue refunds for approved returns until the returned item has been received and, where applicable, inspected.

Please do not send an item back without first contacting us and receiving return instructions. Returns sent to an unauthorised address may not be accepted or processed.

2. Change of Mind, Personal Preference & Expectations

Unless otherwise required by applicable law, we do not provide refunds solely because a customer:

• Changes their mind after receiving the product;
• No longer wants or needs the product;
• Dislikes the product for personal or aesthetic reasons; or
• Feels that the product did not meet a personal or subjective expectation when the item received materially matches the product images, description, specifications, variant and other information displayed at the time of purchase.

Customers are responsible for reviewing the product listing, images, specifications, sizing, colours, features and other relevant information before completing their purchase.

Nothing in this section limits any non-waivable rights available to customers under applicable consumer law.

3. Damaged, Defective, Incorrect or Misdescribed Items

If you receive an item that is damaged, defective, incorrect, or materially different from what was advertised, please contact us at support@aetherflame.com within 14 days of delivery.

Please provide:

• Your order number;
• A clear description of the issue; and
• Clear photographs or video showing the item and the reported issue, where reasonably necessary to assess the claim.

We will review the request and provide the appropriate resolution in accordance with this policy and applicable consumer law.

4. Return Eligibility

Where a return is permitted, the item should be returned in substantially the same condition in which it was received, except where inspection or reasonable handling is permitted by applicable law.

Unless the item is faulty, damaged, incorrect, or otherwise covered by applicable consumer protections, returned items should include their original packaging, accessories and components where reasonably possible.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We reserve the right to reject or reduce a refund where permitted by law if an item has been materially used, damaged, altered, or returned incomplete due to the customer’s handling.

5. Return Shipping

For change-of-mind or customer-preference returns that we agree to accept, return shipping costs are the responsibility of the customer unless otherwise stated or required by applicable law.

If the return results from an error on our part, or the product is confirmed to be faulty, damaged, incorrect, or materially misdescribed, we will handle return shipping costs as required by applicable law.

Customers should retain their return postage receipt and tracking information until their return has been fully processed.

6. Refund Processing

Once an eligible return has been received and processed, the approved refund will be issued to the original payment method.

Please allow 10 business days for us to process the refund after the return has been received. Additional processing time may be required by your bank, card issuer, or payment provider.

Original shipping charges are non-refundable, except where reimbursement is required by applicable law.

7. Payment Disputes & Chargebacks

We encourage customers to contact our Customer Support Team before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the matter.

Initiating a chargeback does not replace or automatically satisfy the return requirements of this policy. Where relevant, we may provide the payment provider or financial institution with records relating to the transaction, including order information, tracking and delivery confirmation, product listing information, customer communications, and our applicable returns and refunds procedures.

This section does not prevent a customer from exercising any rights available through their bank, card issuer, payment provider, or applicable law.

8. How to Request a Return

To request a return, contact:

Email: support@aetherflame.com

Order Number: [CUSTOMER ORDER NUMBER]

Please include the reason for your return and any supporting photographs or information requested by our Customer Support Team.

If your return is approved, we will provide the appropriate return instructions and return address.

Do not return an item to the address shown on the original shipping label unless our Customer Support Team specifically instructs you to do so.

9. Consumer Rights

Nothing in this Returns & Refund Policy is intended to exclude, restrict, or override any statutory rights or remedies that cannot legally be excluded under the laws applicable to your purchase.