Return and refund policy

Emberpick® Return & Refund Policy

At Emberpick®, we want you to shop with confidence. This Return & Refund Policy explains how returns, exchanges, damaged-item claims, replacements, and refunds are handled.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition as received;

  • The item must be unused, unworn, unwashed, and unaltered;

  • Any protective packaging, tags, labels, or seals must remain intact where applicable;

  • The item must be returned in its original packaging;

  • All included accessories, parts, manuals, or components must be returned;

  • A receipt or proof of purchase must be provided.

Items showing signs of use, wear, washing, alteration, improper assembly, misuse, or customer-caused damage may not be eligible for return unless the item arrived defective, damaged, incomplete, or incorrect.

Please review the individual product page for any product-specific return restrictions.

2. How to Start a Return

To initiate a return, please contact us at:

service@emberpick.com

Please include:

  • Your order number;

  • The name of the product you wish to return;

  • The reason for the return;

  • Clear photographs if the item is damaged, defective, incomplete, or incorrect.

If your return request is approved:

  • We will provide return instructions;

  • A return shipping label may be provided where applicable;

  • You will receive information explaining how and where to send your package;

  • You must follow the return instructions provided by our customer-service team.

Important

Items returned without first requesting a return and receiving authorization may not be accepted.

Please do not send products to an address found on the shipping package unless specifically instructed to do so by our customer-service team.

For questions regarding returns, contact us at service@emberpick.com.

3. Damages & Issues

Please inspect your order as soon as possible after delivery.

If an item arrives:

  • Damaged;

  • Defective;

  • Broken;

  • Incomplete;

  • Missing essential components;

  • Incorrect;

  • Significantly different from the item ordered;

please contact us promptly so that we can review the issue and provide an appropriate solution.

Please provide:

  • Your order number;

  • Clear photographs of the product;

  • Photographs of the external packaging;

  • A photograph of the shipping label where applicable;

  • A brief description of the problem.

Please retain the product, accessories, components, and original packaging until your claim has been reviewed.

Depending on the circumstances, Emberpick® may offer a replacement, refund, partial refund, or another appropriate resolution.

4. Exceptions and Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items that have been used, worn, washed, altered, or damaged after delivery;

  • Products missing original packaging, tags, accessories, or components;

  • Personalized or customized products;

  • Gift cards;

  • Perishable goods;

  • Products classified as hazardous materials, flammable liquids, or gases;

  • Personal-use or hygiene-sensitive products once opened where return restrictions have been clearly disclosed;

  • Complimentary gifts or promotional items;

  • Items marked as final sale;

  • Clearance items specifically identified as non-returnable.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or the return results from our error.

If you are unsure whether a product qualifies for return, please contact us before sending it back.

Nothing in this section limits any mandatory consumer rights available under applicable law.

5. Exchanges

The fastest way to receive a different product, size, color, or style is generally to:

  1. Request a return for the original item;

  2. Wait for the return request to be approved;

  3. Place a new order for the preferred replacement item.

Direct exchanges may not be available for every product, destination, or inventory situation.

Where an item arrives damaged, defective, incomplete, or incorrect, Emberpick® may provide a replacement after reviewing the claim.

Replacement products remain subject to availability.

6. International Orders and Cooling-Off Rights

Customers located outside the United States may have additional cancellation or return rights under the consumer-protection laws of their jurisdiction.

For example, customers in certain European countries may have statutory cooling-off rights for eligible online purchases.

Where such rights apply, they will operate in addition to the protections provided by this Return & Refund Policy.

Certain categories of goods may be excluded from statutory cancellation rights, including personalized products, sealed hygiene-sensitive products after opening, perishable products, or other legally excluded categories.

Nothing in this policy is intended to limit consumer rights that cannot legally be waived.

7. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved:

  • The refund will generally be issued to your original payment method;

  • Please allow up to 10 business days for us to process the refund after approval;

  • Your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.

Original shipping charges, customs duties, import taxes, return shipping fees, and other delivery-related charges are generally non-refundable unless:

  • The item arrived damaged or defective;

  • An incorrect product was sent;

  • The order was incomplete due to our error;

  • Refund of those costs is required under applicable law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

service@emberpick.com

8. Late or Missing Refunds

If an approved refund has not appeared in your account:

  1. Check your bank, card, PayPal, or payment account again.

  2. Contact your credit-card company or payment provider.

  3. Contact your bank, as processing times may vary.

  4. Contact Emberpick® if more than 15 business days have passed since the refund was approved.

We may request relevant transaction or payment information to help investigate the refund status.

9. Returned-to-Sender Orders

If an order is returned to the sender because of:

  • An incomplete or incorrect shipping address;

  • Failure to collect the package;

  • Repeated unsuccessful delivery attempts;

  • Refusal of delivery;

  • Unpaid customs duties or taxes;

  • Import restrictions;

  • Other circumstances attributable to the recipient;

we may deduct applicable costs from the eligible refund, including:

  • Original shipping costs;

  • Return shipping fees;

  • Customs charges;

  • Carrier handling fees;

  • Other reasonable delivery-related expenses.

Where available, the customer may request reshipment after paying the applicable shipping fee.

10. Return Shipping Costs

Return shipping costs are generally the responsibility of the customer unless:

  • The product arrived defective;

  • The product arrived damaged;

  • The wrong item was sent;

  • Essential parts were missing;

  • Emberpick® agrees to cover the return cost;

  • Applicable law requires us to cover the return cost.

If a prepaid return shipping label is provided, the cost of the label may be deducted from your refund unless we state otherwise.

We recommend using a trackable shipping service for customer-arranged returns.

Emberpick® is not responsible for return parcels that are lost before reaching the designated return location when the customer arranges the shipping independently.

11. Condition of Returned Items

Returned merchandise may be inspected before a refund is approved.

A refund may be reduced or refused where an item:

  • Shows signs of use beyond what is reasonably necessary to inspect it;

  • Has been worn, washed, altered, or modified;

  • Has been improperly assembled;

  • Has been damaged after delivery;

  • Is missing parts, accessories, labels, or packaging;

  • Has been returned in a condition that prevents resale.

Where permitted by applicable law, the refund amount may be adjusted to reflect loss in value caused by handling or damage attributable to the customer.

12. Wrong Size, Color, or Product Selection

Customers are responsible for reviewing product descriptions, measurements, dimensions, colors, specifications, and available options before completing an order.

If you ordered the wrong:

  • Size;

  • Color;

  • Style;

  • Quantity;

  • Product;

you may still request a return within the applicable return period, provided the item meets our return conditions.

Return shipping costs may be the customer's responsibility in these circumstances.

13. Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to assist with cancellation requests.

However, once an order has entered processing, fulfillment, or shipping, we may no longer be able to cancel it.

If cancellation is no longer possible, you may request a return after receiving the order, subject to this Return & Refund Policy.

14. Return Address

A return authorization and return instructions from Emberpick® are required before sending any product.

The return location may vary depending on:

  • The product;

  • Fulfillment location;

  • Warehouse;

  • Supplier;

  • Shipping destination.

For this reason, please do not return products to the address shown on the original package unless instructed by us.

Unauthorized returns, cash-on-delivery shipments, or parcels sent to an incorrect address may be refused and may not qualify for a refund.

15. Promotional and Gift Items

Complimentary gifts, bonus items, promotional products, and free products may not have independent cash value.

If a promotional offer required the purchase of another product, the promotional item may also need to be returned when the qualifying purchase is returned.

Where a promotional item is not returned, we may adjust the refund where permitted and where the applicable promotional terms clearly provide for such an adjustment.

16. Consumer Rights

This Return & Refund Policy is intended to provide clear procedures for purchases made from Emberpick®.

Nothing in this policy excludes, limits, or replaces any consumer rights, warranties, remedies, or protections that cannot legally be waived under applicable federal, state, or other applicable law.

Where mandatory consumer-protection law provides greater rights than this policy, those legal rights will apply.

17. Contact Us

For questions regarding a return, refund, cancellation, replacement, damaged item, or existing order, please contact:

Store Name: Emberpick®
Website: emberpick.com
Email: service@emberpick.com

Please include your order number whenever contacting us regarding an existing purchase.

At Emberpick®, we carefully curate products designed to add style, usefulness, and personality to everyday life. If something is not right with your order, our team will work to review the situation and provide an appropriate solution in accordance with this policy.