Refund policy
At PHLAME, your satisfaction is our priority. This page summarises your rights regarding withdrawal, returns and refunds. Full details can be found in our terms and conditions of sale.
Right of withdrawal
You have 30 days from receipt of your order to withdraw from your purchase, without having to give any reason. That is more than the 14 days required by law. Let us know your decision by writing to societe@phlame.live, then send the item(s) back within the following 14 days.
Return conditions
Items must be returned complete, in their original packaging, together with your order number.
In accordance with the law (Article L221-28 of the French Consumer Code), the right of withdrawal does not apply to:
- made-to-measure gift boxes, which are personalised products;
- sprays, diffusers, essential oils and refills whose bottle has been opened, which cannot be taken back for reasons of hygiene and health protection.
A candle whose wick has been lit can still be returned, but the refund may be reduced in proportion to any loss in value observed (Article L221-23).
These exclusions never apply to an item that is defective, damaged or does not conform to your order.
How to make a return
Before sending anything back, contact us at societe@phlame.live, stating your order number and the item(s) concerned. We will explain the procedure and give you the return address. Return costs are your responsibility, except in the event of an error on PHLAME’s part or a defective product.
Refunds
We will refund all sums paid, including the original delivery costs (up to the cost of the cheapest standard delivery option), no later than 14 days after being informed of your withdrawal. We may wait until we have received the item, or proof that it has been sent back. The refund is made to the payment method used for the order, and you will receive a confirmation email as soon as it has been processed.
Damaged or defective item, or order error
If you receive an item that is broken, defective or does not match your order, please contact us as soon as possible, ideally within 48 hours, at societe@phlame.live, with a photo. We will cover a replacement or a full refund, including return costs. You are also protected by the legal guarantee of conformity for two years.
International delivery
Delivery to the European Union: €22.
Any questions?
Our team replies within 11 hours on average on working days, from our workshop in Cholet. Write to us at societe@phlame.live.
