Return and Refund Policy

This Return and Refund Policy applies to purchases made from SafeFlame, operated by Linfield Pacific Pty Ltd.

Standard Products

We accept change-of-mind returns for eligible standard, non-personalised products within 30 days of delivery.

To be eligible for a change-of-mind return, the products must be unused, unopened, in their original packaging and in a condition suitable for resale. Proof of purchase is required.

Customers are responsible for the cost of returning change-of-mind items. Original shipping charges are not refundable. Please contact us before returning any products, as unauthorised returns may not be accepted.

Custom-Printed and Personalised Products

Custom-printed, personalised or specially produced products cannot be returned or refunded for change of mind once the artwork proof has been approved or production has commenced.

This exclusion does not apply where the products are faulty, damaged, incorrectly supplied or do not reasonably match the approved artwork proof.

Event Cancellations and Changes

Orders are often purchased for events held on a specific date. A cancellation, postponement or change of event date does not automatically entitle the customer to cancel or return an order.

Change-of-mind returns are also not automatically available where too many products were ordered or insufficient delivery time was allowed.

If your circumstances change before an order has been dispatched or entered custom production, please contact us as soon as possible. We will consider whether the order can be changed or cancelled, but this cannot be guaranteed.

Faulty, Damaged or Incorrect Products

Please inspect your order after delivery and contact us promptly—preferably within seven days—if any product is damaged, defective, incorrectly supplied or missing.

Please provide:

• Your name and order number
• A description of the issue
• Photographs showing the product, packaging and any damage
• The quantity affected

After assessing the issue, we may provide a replacement, repair, refund or another appropriate remedy. Where the problem is covered by the Australian Consumer Law, SafeFlame will also cover reasonable return costs where required.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. If a product has a major failure, customers may be entitled to choose a refund or replacement. For a minor problem, SafeFlame may choose to repair or replace the product within a reasonable time.

These rights apply in addition to any change-of-mind return rights offered under this policy.

Return Process

Before returning an item, contact SafeFlame to request return instructions. Please do not send products back without contacting us first.

Approved returns should be securely packaged and include the customer’s name, order number and return authorisation details.

Products returned without authorisation, or products that are used, opened, damaged after delivery or not in their original condition, may not qualify for a change-of-mind refund.

Refunds

We will notify you after receiving and inspecting an approved return.

If the refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for the payment provider or financial institution to process the refund after it has been issued.

If more than 15 business days have passed since we confirmed that a refund was issued, please contact us.

Contact Us

For returns, refunds or product concerns, contact:

SafeFlame — Linfield Pacific Pty Ltd
Email: info@safeflame.com.au
Address: PO Box 50 Lindfield NSW 2070, Australia
Business hours: Monday to Friday, 9:00 am–5:00 pm