↩️ Refund & Returns Policy

Last updated: July 11, 2026
Store Service Note

This store version reviews return and refund requests through a practical support process: first confirm the order, then confirm the reported issue, then decide whether a replacement, refund, or other reasonable resolution applies.

ember accepts refund or return requests only when an item arrives damaged, defective, incorrect, or materially not as described. Requests must be submitted within 30 days of delivery. We do not accept no-reason returns, buyer’s remorse returns, change-of-mind returns, or returns caused by selecting the wrong item after checkout.
Eligible Return Reasons

The item arrived damaged in transit.
The item is defective or cannot be used as intended.
The item received is different from the item ordered.
The item is materially not as described on the product page.

Non-Returnable Situations

Change of mind, no-reason returns, or personal preference after delivery.
Opened, used, altered, emptied, contaminated, or damaged items unless the issue is the reported defect.
Products returned without prior approval or without the required evidence.
Items affected by incorrect shipping information supplied by the customer.

How to Request a Return

Contact us within 30 days of delivery before sending anything back. Include the order number, the email used at checkout, a clear description of the issue, photos or video of the product and packaging, and any carrier damage evidence. We may request additional information before approving a return or refund.
Return Authorization

Items must not be returned until we provide return instructions. Unauthorized returns may be refused, delayed, or returned to sender. If a return is approved, the item should be packed securely and shipped according to our instructions.
Inspection and Refund Decision

After an approved returned item is received, we inspect it to confirm the reported issue. If approved, a refund, replacement, or other reasonable resolution may be issued. If the item does not match the approved reason or appears used, altered, incomplete, or unrelated to the order, the request may be denied.
Refund Timing

In case of damaged/defective items, once your return is received and inspected, we will send you an email to notify you that we have received your returned item/s. We will also notify you of the approval or rejection of your refund.
If you are approved, we will process your refund and automatically add the credit limit to your credit card or original payment method within 7 days.
Exchanges

We do not guarantee dw.irect exchanges. If a replacement is appropriate and available, we may offer one for damaged, defective, incorrect, or not-as-described items. If replacement inventory is unavailable, an approved refund may be issued instead.
Contact for Policy Questions

Questions about this policy or an order can be sent to ember through the contact details below. Please include your order number when the question relates to a purchase.

Email: [email protected]
Mailing address: 4607 Lakeview Canyon Rd., #409 Westlake Village, CA 91361