| Defective Merchandise |
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We define defective merchandise as goods that are:
damaged, incomplete, or otherwise unusable for their intended purposes upon receipt by the customer
rendered "unexpectedly" unusable through standard use.
Defective merchandise is handled on a case-by-case basis, but here are some guidelines to reporting and returning defective merchandise:
- suspected defective merchandise should not be used and be reported to us immediately
- if merchandise is unused, Flamma Aeterna, L.L.C. will issue a replacement at no cost to the customer
- if merchandise is used, Flamma Aeterna, L.L.C. must inspect the merchandise to make a root-cause determination of the failure or defectiveness.
Flamma Aeterna, L.L.C. may request that the defective item be returned at no cost to the customer so that we may determined the cause of the defect.
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| Shipping Errors |
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While shipping errors are rare, they can happen.
If you have received an incorrect product (e.g., a product substitution), please contact us immediately. Flamma Aeterna, L.L.C. will not accept returns of used merchandise, but will credit customer for the difference in retail price (or wholesale price, if applicable). If merchandise is unused, Flamma Aeterna, L.L.C. will send the correct item as soon as possible at no cost to the customer, and may arrange for return shipping.
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| General Returns |
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General returns and exchanges can be performed, but a 15%
restocking fee usually applies for non-defective merchandise. Shipping refunds are not given on general
returns.
If you are
unsatisfied with merchandise you have purchased from us, contact us promptly. We
will do our best to see your experience with us through to a satisfactory
conclusion.
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| eBay Auctions |
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Flamma Aeterna, L.L.C. is a manufacturer of quality products, and rarely deals with unsatisfied customers. That being said, Flamma Aeterna, L.L.C. will refund, in full, the bid price for this item, provided (1) that the customer pays for return shipping, (2) that the item is returned in new condition, and (3) that the item is returned within 30 days. Contact us immediately if you believe your product is defective.
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