Refund & Return Policy

Most eligible products may be returned within 14 days of delivery.

To qualify for a return, the product must be:

• Unused and in its original condition
• Free from damage, wear, food residue, smoke, grease, or other signs of use
• Returned with its original packaging, accessories, instructions, labels, and components
• Accompanied by proof of purchase or the original order number

Products returned without their original packaging or components may be refused or may qualify only for a partial refund.

Please contact Chasing the Flames before sending any product back. Returns sent without prior authorization may not be accepted.

For ordinary returns, including returns due to preference, fit, appearance, or a change of mind, the customer is responsible for return shipping costs.

Chasing the Flames will cover or reimburse reasonable return shipping costs when:

• The wrong product was sent
• The product arrived damaged
• The product is defective
• The order was incorrectly fulfilled by Chasing the Flames or one of our fulfillment partners

Original shipping charges are not refundable unless the return results from an error by Chasing the Flames or the product arrived damaged or defective.

We recommend using a trackable shipping method. Chasing the Flames is not responsible for returned packages that are lost or damaged before reaching the designated return location.

WOW GOOOOOOD custom stainless-steel products are made or prepared specifically for the customer.

Because of their custom-made nature, WOW GOOOOOOD products are final sale and cannot be returned or exchanged unless they arrive:

• Damaged
• Defective
• Incorrectly manufactured
• Materially different from the confirmed order

Minor variations that naturally occur during custom fabrication, finishing, polishing, welding, or manufacturing are not necessarily considered defects.

Customers should review all product details, measurements, options, and customization information carefully before placing an order.

Please inspect your order promptly after delivery.

Contact us within 7 days of delivery when an item is damaged, defective, incomplete, or incorrect. Include:

• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the shipping package and label when shipping damage is involved
• Any other information reasonably requested to assess the issue

Do not discard the product or packaging until the claim has been reviewed.

Depending on the circumstances, Chasing the Flames may provide:

• A replacement
• Replacement parts
• A repair
• A refund
• Another reasonable resolution

We may not require a damaged or defective product to be returned when photographs or other documentation are sufficient to resolve the claim.

The following products are not eligible for ordinary return:

• WOW GOOOOOOD custom-made products
• Personalized or specially ordered products
• Products marked Final Sale
• Gift cards
• Products that have been used
• Products exposed to food, grease, smoke, flame, heat, chemicals, or outdoor conditions
• Products returned without essential components or packaging
• Products damaged through misuse, neglect, incorrect installation, modification, or improper care
• Products subject to health, hygiene, or safety restrictions once opened

This restriction does not remove any rights that may apply when a product is damaged, defective, incorrectly supplied, or otherwise covered by applicable law.

Sale products may be returned under the standard 14-day return policy unless they are clearly marked Final Sale.

Clearance, discontinued, customized, or final-sale products cannot be returned for a change of mind.

Before returning a product, contact:

Chasing the Flames Customer Care
care@chasingtheflames.com

Please include your order number and the reason for the requested return.

When a return is approved, we will provide instructions and the appropriate return address. Products must not be returned to a supplier, manufacturer, or fulfillment warehouse unless we specifically instruct you to do so.

Approved returns should be shipped within 7 days of receiving return authorization.

Returned products are inspected after they are received.

When a return is approved, the refund will be issued to the original payment method. Please allow approximately 7 to 10 business days after approval for the refund to appear, depending on the payment provider or financial institution.

We will notify you if a returned product does not meet the return requirements.

A partial refund may be issued when a product:

• Is missing original packaging, accessories, or components
• Shows handling beyond what is reasonably necessary to inspect it
• Is returned in a condition that reduces its resale value

No deduction will be made for a product that was delivered damaged, defective, or incorrect.

Direct exchanges may not always be available because products may be supplied by different fulfillment partners.

When an exchange cannot be processed directly, the customer may be asked to return the eligible product for a refund and place a new order.

Replacement arrangements for damaged, defective, or incorrect products will be handled separately.

Contact us as soon as possible to request an order cancellation.

We will try to cancel an order before processing or fulfillment begins, but cancellation cannot be guaranteed.

Orders that have already entered fulfillment or shipped must follow the applicable return process.

Custom-made WOW GOOOOOOD orders may not be cancelled once fabrication, production, material preparation, or customization has begun.

Contact Customer Care promptly when tracking shows a package as delivered but it has not been received.

Customers may be asked to:

• Confirm the delivery address
• Check nearby entrances or delivery locations
• Check with household members or neighbours
• Contact the carrier
• Allow a brief period for delayed delivery scans to update

Chasing the Flames will work with the customer, carrier, supplier, or fulfillment partner to investigate eligible delivery claims.

We are not responsible for packages delivered to an incorrect address supplied by the customer, although we will make reasonable efforts to help resolve the issue.

Shipping estimates are provided in good faith but are not guaranteed unless expressly stated.

A delay alone does not automatically qualify an order for a refund after the product has shipped.

Customers may have additional rights when an order is not shipped within the promised timeframe or where required by applicable law.

This policy is intended to provide a fair and transparent process for returns and refunds.

Nothing in this policy limits rights or remedies that cannot legally be excluded under applicable consumer-protection laws.

Return and refund requirements may vary depending on the customer’s location.

Questions about returns, refunds, damaged products, or order problems may be directed to:

Chasing the Flames Customer Care
care@chasingtheflames.com
https://chasingtheflames.com

Please include your order number whenever possible.