Refund policy
We operate a 30-day return policy. This means that you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as when you received it, unlit, and in its original packaging. You will also need your order number/proof of purchase.
To start a return, choose 1 of these 3 situations:
- My product arrived damaged, has a defect, or is incomplete Send a message through our contact portal www.tenderflame.com/customerservice
- The order number
- A brief description of the situation
- Photo and/or video of the product, so we can clearly see what the issue is. Based on this we can offer an appropriate solution.
2. My product is missing/never arrived:
Under Dutch law and regulations, the customer is required to fill in a specific form themselves. Please follow this link to the document and email it completed to info@tenderflame.com: Https://tenderflame.filecamp.com/s/d/vXvOw17Q1Zag6C18
3. I’ve changed my mind:
You can always return within 30 days, even if you decide to send a product back. These costs are at your own expense.
Items returned to us without a return having been requested will not be accepted.
Can’t figure it out? You can always contact us at info@tenderflame.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item. We will then evaluate the problem and resolve it for you.
Exceptions/non-returnable items
Certain types of items cannot be returned; this will be indicated on the relevant item. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to get the item you want is to return the item you have and purchase the new item separately once the return has been accepted.
EU statutory right of withdrawal of 14 days
Notwithstanding the above, if goods are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As above, your item must be in the same condition as you received it, unused and in its original packaging. You will also need an order number/proof of purchase.
Refunds
Once we have received and inspected your return, you will be notified, and we will also let you know whether the return has been approved. If approved, you will be automatically refunded within ten business days via your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
Please contact us at Info@tenderflame.com if more than 15 business days have passed since we approved your return.
Refund policy
Once we have received and inspected your return, your payment will be refunded to your original payment method within 14 days.
Important points to remember:
- Please ensure that the item to be returned is carefully packaged.
- Unfortunately, items showing signs of use will not be accepted. Products must be returned unused and in their original condition.
- Please keep your proof of postage until your return has been processed.
Do you have questions about shipping or returns? Please visit: www.tenderflame.com/customerservice or contact us at info@tenderflame.com.
We are always here to help you!
