We want you to love your Emberhaus pieces. If something isn’t right, we’re here to help. This policy explains how returns, refunds and exchanges work. Because our candles and home-fragrance products are scented and hand-poured, a few safety rules apply, so please read section 3 carefully.
1Our 30-day promise
You have 30 days from the date you receive your order to request a return of eligible items. To be accepted, items must be returned in the condition described below. This policy is in addition to any rights you have under applicable consumer-protection law, which are not affected.
2What can be returned
We accept returns of products that are:
- Unused, unburned and in their original packaging, with any seal or wrap intact; and
- Accompanied by proof of purchase (your order number or confirmation email).
Homeware such as the Tea Towel and Waxed Canvas Catch-All may be returned if unused, in original condition and packaging.
3What can’t be returned
The following are also non-returnable:
- Gift cards and store credit;
- Items marked “final sale” or purchased as part of a clearance;
- Free gifts and promotional items;
- Returns requested more than 30 days after delivery.
4How to start a return
Email us at emberhaus@gmail.com with your order number, the item(s) you’d like to return, and the reason. We’ll reply with confirmation and the return address and instructions. Please do not send items back before your return has been approved, unapproved returns may not be processed.
5Return shipping costs
Unless the return is because of our error or a faulty item, you are responsible for the cost of return shipping, and the original shipping charge is non-refundable. We recommend using a tracked service, as we can’t be responsible for returns that are lost in transit before they reach us.
6Refunds
Once we receive and inspect your return, we’ll email you to confirm whether it’s approved. Approved refunds are issued to your original payment method, for the price of the returned items. Please allow up to 10 business days after approval for the refund to be processed, plus additional time for your bank or card issuer to post it to your account. Original shipping costs are refunded only where the return is due to our error or a faulty item.
7Exchanges
The fastest way to get the item you want is to return your eligible item for a refund and place a new order. If you’d prefer a direct exchange, contact us and we’ll help arrange it, subject to availability.
8Damaged, defective or wrong items
If your order arrives damaged or defective, or you received the wrong item, please email emberhaus@gmail.com within 14 days of delivery with your order number and a photo of the issue. We’ll arrange a free replacement or a full refund, including any shipping you paid, and you won’t normally need to send the item back.
9Order cancellations
Need to cancel? Contact us as soon as possible. If your order hasn’t yet been dispatched, we’ll cancel it and refund you in full. Once an order has shipped, it can’t be cancelled, but you may be able to return eligible items under this policy.
10Late or missing refunds
If you haven’t received an approved refund after 10 business days, first check with your bank or card issuer, as processing times vary. If you’ve done that and still haven’t received it, contact us at emberhaus@gmail.com and we’ll look into it right away.
11Contact
We’re a small team and we read every message. For anything to do with returns, refunds or exchanges, email emberhaus@gmail.com.