At GaFlames, we are committed to providing a swift and effective dispute resolution process.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

We greatly appreciate your cooperation in the following steps to help us serve you better:

Please provide clear photos or videos of the damaged item as evidence. If photos alone cannot adequately demonstrate the damage, kindly upload a video.

GaFlames will process refunds, replacements, or returns under the following circumstances:

1. Orders Delayed:

Orders lacking tracking information or being in transit, pending, or expired 60 days after leaving the GaFlames warehouse.

  • For orders shipped to the USA, this period is 45 days.
  • For orders going to Brazil, it is 110 days due to stringent customs clearance.

Notes: Sometimes, orders may reach the nearest post office but remain pending due to issues like insufficient address, unclaimed packages, or incorrect contact information. In such cases, we recommend contacting the local post office or visiting it for resolution.

Certain conditions in Israel, such as national realities, phone numbers, and religious beliefs, often result in packages being delivered to self-pick-up cabinets, potentially causing delays. Therefore, we advise customers to contact the local post office for delivery.

In instances where local tracking numbers indicate delivery, but the end customer denies receiving the package, GaFlames will make a diligent effort to investigate. However, this process may take 1-2 months, and there is no guarantee of a positive outcome.

2. Orders not Received:

GaFlames will not initiate refunds or resends if tracking information confirms that the order was delivered.

  • In the event you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
  • Tracking information alerts (e.g., incorrect address, no such number, refused delivery) may also affect the delivery process.

Notes: Local distributors typically attempt delivery 1-3 times based on the specific situation. If the package remains unclaimed, it is returned to the local post office for storage within 3-7 days. Customers must retrieve the package themselves during this time; otherwise, the product may be returned to GaFlames’s logistics company. GaFlames assumes no responsibility if products are lost during the return process.

GaFlames cannot offer refunds or resends for undelivered orders or packages destroyed by logistics companies if the issue is not addressed promptly.

3. Products Damaged:

GaFlames offers a full refund or replacement for packages that arrive in a severely damaged condition. For packages that arrive partially damaged (e.g., thread issues, slight wrinkles, small scratches), GaFlames offers a partial refund or replacement.

Notes: Customers are required to report complaints or open a dispute within 30 days after the packages are delivered.

4. Incorrect or Missing Products:

GaFlames maintains stringent quality control procedures before dispatching products and addresses the following scenarios:

  • For incorrect products, GaFlames offers a full refund or replacement.
  • For products with issues like wrong color that do not affect product functionality, GaFlames offers a refund or resend.

GaFlames will not process refunds, replacements, or returns in the following cases:

1. Force Majeure:

GaFlames assumes no responsibility for product damage or shipping delays caused by acts of nature, including but not limited to epidemics, international events, strikes, wars, earthquakes, floods, viruses, storms, heavy snow, or customs inspections.

2. Unacceptable Disputes:

GaFlames cannot accept unreasonable disputes, including but not limited to scenarios where the buyer simply does not like the product, the product description is accurate, products have an unusual smell, the buyer ordered the wrong items, the shipping address was provided incorrectly, product differences were negotiated in advance, tracking information is deleted by logistics companies or local post offices, or packages are returned, discarded, or detained due to the consignee’s failure to comply with customs clearance processes as per foreign trade policies in specific countries.