Return Policy

At Ember, we do our best to keep our customers satisfied. However, we understand that there may be situations where you would like to return a product. This document clearly outlines our return policy.

Eligibility for Returns

  • You may only request a return after you have physically received the product.
  • Return shipping costs are the full responsibility of the customer, including international shipping fees.
  • Products must be unopened, unused, undamaged, and in their original condition with all packaging intact.
  • Opened or partially used products are not eligible for return.

Return Process

  1. Submit your return request via support@try-ember.co within 14 days of receiving the product.
  2. You will receive the return address of our fulfillment center (located in China).
  3. You are responsible for all return shipping costs, including any customs or shipping fees.
  4. We strongly recommend using a shipping method with tracking.

Refunds

Once the product has been received at the return address and its condition has been approved, the purchase amount will be refunded within 14 days via the original payment method.

Liability

  • We are not responsible for lost packages if tracking confirms delivery to the address provided by the customer.
  • If an incorrect address was provided, this is the responsibility of the customer.
  • Address errors must be reported within 24 hours of placing the order.

Contact

For questions about returns, please contact us at support@try-ember.co.