Return and refund policy

Effective Date: September 30, 2026
COMPANY NAME: Sichuan Fengcan Shengrun Trading Co., Ltd.
COMPANY ADDRESS: Room 2414 (Self-numbered Unit 195), 24th Floor, Building 20, No. 1201, Section 2, Lushan Avenue, Wan’an Subdistrict, Tianfu New Area, Chengdu, China (Sichuan) Pilot Free Trade Zone, Sichuan, China 610213.
POSTAL CODE: 610213
COUNTRY/REGION: China

Emberpick® is owned and operated by Sichuan Fengcan Shengrun Trading Co., Ltd.

This policy explains how we handle returns, damaged or incorrect items, missing components, exchanges, cancellations, and refunds for purchases made through emberpick.com.

Our voluntary 30-day return policy is provided in addition to your statutory consumer rights. Where applicable law provides different or greater protections, those protections take precedence.

1. Our 30-Day Voluntary Return Policy

You may request a return within 30 calendar days after receiving your item.

For a return because you changed your mind, selected the wrong product, or no longer need the item, the product must be:

  • Unused and clean.

  • Complete and in its original condition.

  • Free from customer-caused damage or alterations.

  • Returned with its original packaging and all included accessories, components, and instructions.

Please provide your order number or other reasonable proof of purchase.

Opening the package to inspect the item does not, by itself, make it ineligible for return. However, products used for gardening, showing soil residue, wear, or customer-caused damage do not meet the conditions of our voluntary change-of-mind policy.

These conditions do not prevent a claim involving defective, damaged, incorrect, or incomplete goods, or the exercise of an applicable statutory right.

2. How to Request a Return

Before returning a product, email service@emberpick.com.

Please include:

  • Your order number or other proof of purchase.

  • The product you wish to return.

  • A brief explanation of your request.

  • Photographs of any damage, defect, incorrect item, or missing components, where available.

A reason is not required when exercising an applicable statutory right to withdraw without justification.

We will review your request and provide return instructions. For an approved return under our voluntary policy, send the item within 3 calendar days of approval. This is the deadline for dispatching the return, not for the parcel to arrive in China.

A request submitted within the 30-day period will not become late solely because we respond after that period.

Please contact us before shipping and follow the return instructions. Our approval process and 3-day dispatch condition do not replace or shorten statutory withdrawal or return rights.

3. Return Address

Returns are sent to China. Our return address is the same as our registered company address.

Recipient: Sichuan Fengcan Shengrun Trading Co., Ltd.
Address: Room 2414 (Self-numbered Unit 195), 24th Floor, Building 20, No. 1201, Section 2, Lushan Avenue, Wan’an Subdistrict, Tianfu New Area, Chengdu, China (Sichuan) Pilot Free Trade Zone, Sichuan, China 610213.
Postal Code: 610213
Country/Region: China
Phone: +1 (310) 938-3416

Please contact service@emberpick.com for instructions before dispatching your return. Do not use a different address printed on the original shipping package unless we specifically instruct you to do so.

For customer-paid returns, please consider the cost of international shipping to China before arranging shipment.

4. Return Shipping Costs and Original Delivery Charges

Reason for Return Return Shipping Costs Original Delivery Charges
Change of mind, no longer needed, or incorrect selection by the customer Paid by the customer Not refunded under our voluntary policy, unless applicable law requires otherwise
Damaged, defective, incorrect, or incomplete goods for which we are responsible Paid by Emberpick® Refunded as applicable to the affected purchase and required by law
Statutory withdrawal or another legal remedy Determined by the applicable legal rules, including Section 10 below Refunded where required by applicable law

For returns that are our responsibility, we will arrange prepaid return shipping or agree on a reasonable return method and reimbursement of the necessary cost. We will not deduct those return shipping costs from your refund.

If we offer a prepaid label for a customer-paid change-of-mind return, we will disclose its cost and obtain your agreement before deducting that cost from your refund.

Where your original order received free shipping, there is no original delivery fee to refund. We will not retrospectively charge the original outbound shipping cost simply because you return an item.

5. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery and contact us within 7 calendar days if an item arrives damaged, the wrong product was sent, or an item or essential component is missing.

Send your order number, a description of the issue, and supporting photographs where available. If photographs are unavailable or do not adequately show the problem, contact us so we can discuss another reasonable way to review it.

Please retain the affected item, accessories, and packaging while we investigate. Missing original packaging does not automatically invalidate a statutory claim.

Do not continue using a gardening tool that appears damaged or unsafe.

For confirmed issues that are our responsibility, we will cover the necessary handling and shipping costs and arrange an appropriate solution, such as:

  • Sending missing items or components.

  • Replacing or exchanging the affected product.

  • Issuing a refund.

Any proposed solution will respect the remedies available to you under applicable law. A partial refund or store credit will not replace a refund you are legally entitled to receive without your agreement.

The 7-day reporting request is intended to help us resolve issues promptly. It does not limit statutory rights or exclude defects discovered later. The 30-day voluntary return period is not a limitation on any longer legal protection.

6. Preparing and Shipping Your Return

Please pack the product securely to help prevent damage in transit. Include the accessories and components relevant to the return and information that allows us to identify your order.

For tools with blades, points, or sharp edges, use the original protective covers where available and package the item safely.

We recommend using a trackable shipping service and keeping your dispatch receipt and tracking number until the return is resolved.

If a return parcel is delayed or lost, contact us with the shipping details. Responsibility will depend on who arranged the return service, the circumstances, and applicable law. Where we provide the return service, we will assist with the carrier claim and will not automatically transfer the carrier’s responsibility to you.

7. Inspection and Refund Processing

For eligible returns, we will complete the inspection and initiate the refund within 5–10 business days after receiving the returned goods.

Business days are Monday through Friday, excluding applicable public holidays.

We will notify you of the outcome. If an item does not meet the voluntary return conditions, we will explain the specific reason and discuss the available options before making any deduction or declining the return.

Refunds are issued to the original payment method. Your bank, card issuer, or payment provider may need additional time to display the funds after we initiate the refund.

The refund amount reflects the price actually paid for the returned goods, including any applicable discount allocation, together with delivery charges or other amounts that must be refunded under this policy or applicable law.

Where a statutory refund deadline requires an earlier payment or a different starting point, that deadline takes precedence over our standard processing period. An internal inspection or approval process will not extend a mandatory refund deadline.

If we agree that a return is unnecessary, we will confirm the refund arrangement directly rather than requiring you to send the item back.

8. Conditions That May Affect a Voluntary Return

A voluntary change-of-mind return may be declined if:

  • The request is submitted outside the 30-day return period.

  • The product has been used, is unclean, or is incomplete.

  • The product has been damaged through misuse, improper assembly, unauthorized modification, or inadequate care.

  • Required packaging or included components are missing.

Necessary inspection or normal assembly solely to examine the product is not automatically treated as misuse. Actual gardening use, damage, cleanliness, and completeness will be considered when assessing eligibility.

These voluntary restrictions do not remove rights relating to a pre-existing defect, inaccurate description, incorrect goods, or another statutory remedy. We will explain any proposed reduction or refusal and apply it only where permitted.

9. Exchanges

If you would like a different product, contact us before returning the original item.

For a change-of-mind exchange, we will explain whether a direct exchange is available or whether you should return the original item and place a new order. The voluntary return conditions and customer-paid return shipping rules apply.

For damaged, defective, incorrect, or incomplete goods that are our responsibility, any replacement or exchange will be arranged without the necessary additional shipping costs being charged to you.

10. European Union and United Kingdom Withdrawal Rights

Where EU or UK distance-selling rules apply, you generally have 14 calendar days after delivery to notify us that you wish to withdraw from an eligible online purchase, without giving a reason.

Send a clear statement to service@emberpick.com or to the company address above. You do not need our approval to exercise a valid statutory withdrawal right. You then generally have 14 calendar days after notifying us to send the goods back. Our voluntary 3-day dispatch condition does not apply.

You may inspect goods as you reasonably would in a shop. A lawful deduction may apply for diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.

For withdrawal from an entire order, we will refund the goods and the standard outbound delivery charge. Any extra cost of a premium delivery option need not be refunded. You pay the direct return postage to China unless we agree otherwise or the law requires us to pay.

Reimbursement will be made without undue delay and generally within 14 calendar days of your withdrawal notice. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence of dispatch, whichever occurs first.

Any statutory exceptions apply only where relevant and legally valid. These withdrawal rules do not reduce your separate rights concerning faulty or misdescribed goods.

Optional Withdrawal Notice

You may use the following wording, but this form is not mandatory:

“To Sichuan Fengcan Shengrun Trading Co., Ltd., service@emberpick.com:

I hereby give notice that I withdraw from my contract for the following goods:

Product(s):
Order number, if available:
Date ordered / date received:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper:”

11. Order Cancellations

You may request cancellation within 48 hours of placing your order by emailing service@emberpick.com with your order number.

Orders may enter processing during that period. Cancellation is not guaranteed once an order has entered processing or has been shipped.

If cancellation of the entire order is confirmed before dispatch, we will refund the full amount paid for that order, including its shipping charge, to your original payment method.

If cancellation is no longer possible, you may request a return after delivery under this policy. This does not limit any applicable statutory withdrawal right or cancellation right arising from delayed shipment.

12. Address Errors and Returned-to-Sender Orders

Shipping addresses generally cannot be changed after an order is placed. Please review your address carefully before completing checkout and contact us immediately if you notice an error.

If a parcel is returned because of an incorrect address supplied by the customer or failure to collect it after reasonable notification, we will explain the available reshipping or refund options. Any proposed additional charge or deduction must reflect the actual circumstances, be clearly explained, and be permitted by law.

Where the return results from our error or a delivery issue for which we are responsible, we will cover the necessary costs and arrange an appropriate replacement or refund.

Customs duties, import taxes, and VAT associated with delivery are borne by Emberpick®. We will not deduct these covered charges from your refund simply because an order is returned.

13. Missing or Delayed Refunds

If you have not received a refund:

  1. Check the original payment account.

  2. Review any refund confirmation we sent.

  3. Ask your bank or payment provider about its posting time.

  4. Contact service@emberpick.com if the refund remains unresolved.

If more than 10 business days have passed since we received an eligible return and you have not received a refund update, please contact us with your order number and return tracking details.

We will help check the refund status and provide available transaction details. Please do not send your full payment-card number or account password.

14. Statutory Consumer Rights

Nothing in this policy excludes or limits consumer rights, guarantees, warranties, or remedies that cannot legally be waived.

The voluntary 30-day return period, 7-day issue-reporting request, return approval process, original-packaging conditions, and 3-day return-dispatch requirement do not override mandatory consumer protections.

Where applicable law provides a longer claim period, different return conditions, or an earlier refund deadline, those requirements apply.

15. Contact Us

For returns, refunds, cancellations, exchanges, or product issues, please contact:

Company: Sichuan Fengcan Shengrun Trading Co., Ltd.
Brand: Emberpick®
Email: service@emberpick.com
Phone: +1 (310) 938-3416
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM PDT (UTC−7)

Address: Room 2414 (Self-numbered Unit 195), 24th Floor, Building 20, No. 1201, Section 2, Lushan Avenue, Wan’an Subdistrict, Tianfu New Area, Chengdu, China (Sichuan) Pilot Free Trade Zone, Sichuan, China 610213.

Please include your order number or other reasonable proof of purchase so we can locate your order and assist you.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.