Refund policy

At Ala Flame, customer satisfaction is important to us. If you receive a damaged, defective, or incorrect product, we offer a Refund & Replacement Policy subject to the terms and conditions outlined below.

Website: https://www.alaflame.com/

Eligibility Conditions

1. Unboxing Video (Mandatory)

A clear and continuous unboxing video is mandatory to request a refund or replacement.

The video must clearly show:

  • The sealed package from all sides

  • Shipping label details

  • The product being taken out of the box

Videos of tampered packages (already opened boxes, cut tape, or broken seals) will not be accepted.

2. Request Timeframe

Customers must inform us about the issue within 3 hours of delivery through Email or WhatsApp.

If the customer is unable to share the unboxing video within the first 3 hours, they must still report the issue within the 3-hour window. In such cases, the unboxing video must be shared within 24 hours of delivery.

Requests where the customer fails to inform us within 3 hours of delivery will not be considered, even if the video is shared later.

You may contact us through:

3. Product Condition

  • The product must be unused and in original condition.

  • All accessories and items received with the product must be returned.

  • Products showing signs of usage will not be eligible for refund or replacement.

4. Print Lighters Disclaimer

Printed/custom design lighters are not eligible for return or replacement.

Due to courier restrictions on flammable materials (butane gas/fuel), customers must refill the lighter on their own after receiving the product.

Return Shipping Process

Shipping Method

Customers must return products only through India Post for all approved refund or replacement requests.

Packing Video (Mandatory)

Before shipping the product back, customers must record a clear packing video showing:

  • Product condition

  • Proper packaging

  • Parcel sealing process

The packing video must be shared with our team before dispatch.

Inspection Process

Once the returned product is received, our team will inspect it thoroughly. After successful verification and inspection, the refund or replacement process will be initiated.

Delivery & Shipping Charges

1. Return or Replacement Due to Our Fault

If the return or replacement is approved due to our fault (damaged, defective, or incorrect product):

  • The product must be returned via India Post.

  • India Post courier charges paid by the customer will be reimbursed.

  • Customers must share the courier receipt clearly showing the paid amount for verification.

2. Return or Replacement Due to Customer Reasons

If the return or replacement request is raised for customer-related reasons such as:

  • Change of mind

  • Incorrect order placed

  • Preference issues

Then:

  • All courier charges will be borne by the customer.

  • Shipping charges will not be refunded.

3. Cancellation of Prepaid Orders After Shipping

If a prepaid order is cancelled after shipment dispatch:

  • Shipping and courier charges will be deducted from the total order amount.

  • The remaining amount will be refunded after the parcel is returned to us successfully.

Processing Time

Please allow 10–15 business days for the complete refund or replacement process, depending on the customer’s location and courier timelines.

We request customers to remain patient as logistics timelines may vary.

Return Address

The return address depends on the warehouse from which your order was originally shipped.

Once your refund or replacement request is approved, the correct return address will be shared via WhatsApp or Email.

⚠️ Please do not send products back without approval and the correct return address, as this may lead to delays or rejection of the request.

Warranty Disclaimer

Please note that Ala Flame products are categorized as fancy items. Therefore, we do not provide any guarantee or warranty on products.

Contact Us

For any questions or assistance regarding refunds, replacements, or returns, please contact us:

Email: alaflame01@gmail.com
WhatsApp: +91 89209 35836

Thank you for shopping with Ala Flame.