Refund policy

Refund & Return Policy

At Ember Haven, we want you to feel confident in your purchase. If something isn’t right, we’re here to help.

Returns

We have 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:

  • Your item must be in the same condition that you received it, unused, and in its original packaging

  • You’ll need the order number, receipt, or proof of purchase

To start a return, contact us at: support@emberhavenliving.com

If your return is accepted, we’ll provide instructions on how and where to send your item.
Items sent back without first requesting a return will not be accepted.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect

  • We recommend using a trackable shipping method, as we are not responsible for lost return shipments

Damages and Issues

Please inspect your order upon arrival and contact us within 7 days of delivery if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

Include photos of the product and packaging so we can evaluate the issue and resolve it promptly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Custom or special-order products

  • Final sale or clearance items

  • Items that have been used, installed, or altered

  • Hazardous materials, flammable liquids, or gases

If you have questions about a specific item, please contact us before purchasing.

Order Cancellations

Orders may be canceled before they are processed or shipped.

Once an order has been processed or shipped, it may no longer be eligible for cancellation and will fall under our standard return policy.

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible:

  • The item must be unused, in original condition, and in its original packaging

  • Proof of purchase is required

Refunds

We will notify you once we’ve received and inspected your return and let you know if your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method

  • Please allow 5–10 business days for processing

 

If more than 15 business days have passed since your refund was approved, please contact us at: support@emberhavenliving.com

Contact Us

For any return or refund questions, reach out anytime: support@emberhavenliving.com