Refund policy

RETURN & REFUND POLICY

Last updated: October 17, 2026

This policy applies to purchases from KEEPTHEFLAME.STORE, operated by KEEPTHEFLAME L.L.C. (“Keep The Flame,” “KTF,” “we,” or “us”), including apparel, candles, other physical products with intention, and digital downloads.

CONTACT US FIRST

For order issues, cancellations, returns, or refunds, email We@keeptheflame.store with your order number and a description of your request. For damaged, defective, or incorrect items, please include clear photos of the item, packaging, and shipping label when available.

PHYSICAL PRODUCTS

Many KTF products are printed or produced after an order is placed. Unless the product listing expressly offers a different return option or applicable law requires otherwise, we do not offer returns or exchanges for change of mind, an incorrectly selected size or color, or an unwanted item that matches the order.

Please review product descriptions, size charts, colors, and your shipping address before purchasing. Minor differences in screen colors or normal production variations are not necessarily defects. This does not limit claims for products that materially differ from their description.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order upon arrival and contact us promptly, preferably within 7 days of delivery. Include your order number and available photos so we can investigate.

After reviewing the issue, we will arrange an appropriate remedy, such as a replacement, repair, or refund, as applicable. A supplier’s decision does not override your rights against KTF.

The requested reporting timeframe does not limit any mandatory legal rights. Damage caused by misuse, improper care, unauthorized alterations, or normal wear is not covered by our voluntary remedies.

RETURN AUTHORIZATION AND SHIPPING

Contact us before sending anything back. If a return is authorized or legally required, we will provide the correct return address and instructions. Products may come from different fulfillment partners and may require different return destinations.

Do not send items to our business contact address or a supplier without instructions. Unauthorized shipments may delay processing.

For confirmed defects or fulfillment errors attributable to us, KTF will cover reasonable return shipping when a return is required. For other accepted returns, any customer-paid shipping costs will be disclosed before you send the item. Mandatory legal requirements take precedence.

DIGITAL MUSIC AND DOWNLOADS

Digital products are delivered electronically; no physical item is shipped.

Except where applicable law requires otherwise, we do not offer change-of-mind refunds once the purchased file has been downloaded or accessed.

If your download is missing, inaccessible, corrupted, incorrect, or materially different from its description, contact We@keeptheflame.store. We will help restore access or provide the correct working file. If we cannot resolve the issue, we will provide an appropriate refund.

This policy does not itself obtain consent to immediate digital delivery or waive a statutory withdrawal right.

CANCELLATIONS AND ORDER CHANGES

Contact us as soon as possible to request a cancellation or change. We cannot guarantee changes once production, fulfillment, or digital delivery has begun. This does not affect cancellation rights required by law.

DELIVERY PROBLEMS

If an order appears lost or significantly delayed, contact us so we can investigate. A tracking status does not automatically resolve a delivery dispute.

If an incorrect address supplied at checkout causes a return or requires reshipment, additional reasonable shipping charges may apply where permitted by law. We will explain any proposed charges before proceeding.

REFUNDS

Approved refunds will be issued to the original payment method. We aim to initiate them within 10 business days of approval, or sooner where required by law. Your financial institution may take additional time to post the funds.

Any refund of original shipping charges will follow the reason for the refund and applicable law.

YOUR LEGAL RIGHTS AND EARLIER ORDERS

Nothing in this policy excludes or limits mandatory consumer rights, including applicable cancellation, withdrawal, warranty, or remedies for faulty goods and digital content.

Where a statutory withdrawal right applies, we will honor it and provide the required instructions. Exceptions for genuinely personalized products or digital content apply only when their legal requirements have been met.

This version applies to orders placed on or after its publication. Earlier purchases remain subject to the policy and commitments applicable when those orders were placed.

Questions? Email We@keeptheflame.store.