Refund policy

RETURNS

Not fully satisfied with your purchase? You can return part of, or all of your order for any reason within 30 days.
We will happily offer an exchange, store credit or refund within 30 days.

You can contact us via email at hello@hallofflame.store to begin the returns process.

We do not charge a restocking fee, however: 

  • Original shipping charges are non-refundable
  • The customer is responsible for return shipping charges (sending back to us)
  • The customer is responsible for exchange shipping charges for change of mind (HOF back to you) 

Product must be returned in new condition, that is original condition and packaging.

Any items returned damaged in transit due to poor packaging, we are not obligated to refund the item. 

Please Note: For returns or exchanges, sadly we cannot take responsibility if your return gets lost on its way to us or for any import duties and taxes incurred. 

FAULTY ITEMS:

Each item undergoes a quality control procedure, however, all items are hand made, packed, and assembled, and therefore minor imperfections may occur.

A product shall only be categorised as 'faulty' solely if such imperfections impede its intended functionality.

Minor deviations from perfection shall not warrant classification as faulty, provided the product remains fully functional for its intended purpose.

In the case a fault passes through our checks, or an item has been damaged in transit please contact the Hall of Flame team immediately (within 72 hours of receiving your good/s) at hello@hallofflame.store and we will do our best to resolve the issue as quickly and as smoothly as possible. Resolution can be in the form of refund, exchange or replacement. In your email please include your name and delivery address as well as pictures of the faulty product/s. 

If your item is deemed faulty by the Hall of Flame team, Hall of Flame will organise shipping labels for the return of  goods. However, it is the buyers responsibility to ensure the labels are printed, stuck onto the return box, and dropped off to a local depot within the 30 days of original receipt.

Items not scanned as dispatched within this time period, the faulty claim will be voided, and the return cancelled. 

CHANGE OF MIND

In the event that you change your mind, we will gladly exchange your purchase if the following is adhered to:

  • We are notified by email at hello@hallofflame.store within 30 days of receiving your order.
  • The goods are returned in their original condition with no unreasonable scratches, cracks, bends and/or burnt wicks. Items damaged in transit due to poor protective packaging are not eligible for refund.
  • The returned goods are packaged safely to prevent any damage occurring to the goods in transit. Hall of Flame is not liable for any damage that occurs during transit from you (the customer) to the Hall of Flame office.
  • Tracking information sent to hello@hallofflame.store within the 30 day notification period.
  • All additional freight costs are the responsibility of the customer. 

If you notify us by email or Instagram direct message of your change of mind before your item has been shipped we can issue a full refund to the order value. 


ITEM RETURNED TO SENDER

Please note any/all items returned to Hall of Flame due to uncollected items at a collection depot will be automatically refunded without shipping costs.

Items can be re-sent at the expense of the customer. If you wish to organise re-delivery, please contact a team member at orders@hallofflame.store 

BROKEN IN TRANSIT

We run a business on fragile items, so you can trust we've mastered the struggles of the rough-handling courier.

Our expert packing team meticulously secures each package with recyclable brown kraft, within a heavy-duty card box, ensuring they arrive safely to you.

That being said, things happen.

So rest assured, if any items arrive damaged, we'll either replace it or refund it.

We request that you send us a photo of the damaged goods within 72hrs of the receipt, for the safe arrival guarantee to be valid.

NON-REFUNDABLE ITEMS

Free gifts, Promotional items, Gift cards and all items list in our Sale category.

  • Exceptional rules by product:

    SANDWAX
    SANDWAX must be in its original packaging, with the bucket with its safety seal still in tack. Boxes that have been opened will not be accepted and do not qualify for returns, credit, or refunds.

    BUNDLES
    Bundled items must be returned in full. Partial returns of bundled items will not be accepted.
    If part of your bundled item returns faulty, we offer refund or exchange. 


REFUND RETURN TO ORIGINAL PAYMENT METHOD:


Once the return is received, inspected and approved please allow 3 days for processing. 

If your refund is approved, the refund will be applied to the original method of payment. You will be notified of your refund, or any other communication necessary via email. 

Please allow up to 3 business days for the funds to return to your bank account.