Refund Policy
Last updated: October 22, 2026
Our products are 100% digital
EFLAME Detective sells digital products only: printable PDF detective games delivered by email immediately after purchase. No physical item is ever shipped. This is stated on every product page and at checkout. By placing an order, you confirm that you understand you are buying a digital product that you will download and print at home.
60-day refund window
You can request a refund within 60 days of your order date in the following cases:
- You have not downloaded your files. If none of the files in your order have been downloaded, we will refund you on request.
- You did not receive your files and we were unable to resend them to you.
- A file is damaged or does not open and we were unable to fix the issue or send you a working file.
- You were charged twice for the same order by mistake.
When we do not refund
Once your files have been downloaded, the product is considered delivered and used, and we do not offer refunds for change of mind, difficulty of the game, not having time to play, not reading the product description, or because you expected a physical product. Digital files cannot be returned once downloaded, as they can be kept, printed and shared. A pack is considered downloaded as soon as any file from it has been downloaded.
We verify delivery and download activity using the records of our delivery system (date, time and IP address of each download). We may also decline requests made after the 60-day window, repeated or abusive requests, and orders where the files were shared or redistributed in breach of our Terms of Service.
Upgrades and add-ons
Optional upgrades accepted after checkout (for example, additional cases) are separate digital products, charged only when you click to accept them. They follow exactly the same rules: they can be refunded within 60 days if not downloaded, and are not refundable once downloaded.
How to request a refund
Email us at contact@eflame.co from the address used for your order, with your order number and the reason for your request. We aim to reply within 1 to 2 business days. Approved refunds are returned to your original payment method and can take 5 to 10 business days to appear on your statement. Discount codes used on a refunded order are not reissued.
Please contact us before your bank or PayPal
Most issues (missing email, files in spam, a link that does not open, an unrecognized charge) are solved within a day by email. Please contact us first before opening a dispute or chargeback with your bank, card issuer or PayPal. If a dispute is opened for an order that was delivered and downloaded, we will contest it and share our order, delivery and download records, together with any correspondence, with the payment provider.
Your statutory rights
Nothing in this policy limits any rights you have under mandatory consumer law in your country, including in respect of faulty digital content.
Contact
HD BRANDS LLC (EFLAME), 30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: contact@eflame.co