Refunds & Returns Policy

At Flake Infused, customer satisfaction is important to us. We strive to ensure every order arrives safely, securely, and exactly as expected. Please review our Refunds & Returns Policy carefully before placing an order.

Order Cancellations

Orders may only be cancelled before they have been processed or dispatched. Once an order has been shipped, cancellations are no longer possible.

To request a cancellation, please contact our support team immediately after placing your order.

Returns Eligibility

Due to the nature of our products and for hygiene, safety, and quality assurance reasons, we generally do not accept returns on opened or used items.

Returns may only be accepted if:

• The item arrived damaged

• The wrong product was received

• The order arrived incomplete

• The item remains sealed and unused in its original packaging

All return requests must be submitted within 48 hours of delivery.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of receiving your package with:

• Your order number

• Clear photos of the package and product

• A brief explanation of the issue

Once reviewed, we may offer:

• A replacement shipment

• Store credit

• A partial or full refund where appropriate

Non-Returnable Items

The following items are not eligible for return or refund:

• Opened or used products

• Products damaged through misuse

• Clearance or discounted items

• Orders seized, delayed, or destroyed by customs authorities

• Orders with incorrect shipping details provided by the customer

Refund Processing

Approved refunds are processed back to the original payment method whenever possible.

Please allow:

• 3–7 business days for refund processing

• Additional time depending on your bank or payment provider

Shipping costs are generally non-refundable unless the issue was caused by our error.

Lost or Delayed Packages

While we work with reliable shipping partners, delays may occasionally occur.

Packages are considered lost after:

• 10 working days for UK deliveries

• 25 working days for international deliveries

If a shipment is confirmed lost, we may issue a replacement or store credit after investigation with the courier.

Refused or Returned Parcels

If a package is returned due to:

• Incorrect address information

• Failed delivery attempts

• Refused delivery by the customer

Additional shipping charges may apply before reshipment can be arranged.

Customs & International Orders

International customers are responsible for understanding their local import regulations before placing an order.

Flake Infused is not responsible for:

• Customs delays

• Import taxes or duties

• Seized packages due to local regulations

Chargebacks & Payment Disputes

Customers are encouraged to contact our support team before initiating any payment dispute or chargeback. Fraudulent chargebacks may result in refusal of future service.

Contact Us

If you have any questions regarding returns, refunds, or delivery issues, please contact our customer support team with your order details and we will do our best to assist you promptly.