How do you start a return?Updated 22 days ago
For any purchase of an Ember product made directly through Ember.com (each, a “Product”), we offer a 30-day money back guarantee (“Return Policy”), as follows.
If you are unsatisfied with any Product (excluding Personalized or Custom Ember Mugs and Ember Baby Accessories) that you have purchased from Ember.com, you may return the Product for a full refund provided you initiate your return within 30 days from the date of receipt of the Product as set forth below and then follow the return procedures set forth below.
You may also return unopened, unused Ember Baby Accessories that you have purchased from Ember.com for a full refund, provided you initiate your return within 30 days from the date of receipt of the Ember Baby Accessories as set forth below and then follow the return procedures set forth below.
Due to the custom nature of personalized Ember Mugs, these are final sale and we cannot accept returns or exchanges of any Ember Mug that has been personalized. If your custom mug arrives with an error in the design or engraving, please contact us within 7 days of delivery. We’ll make it right by offering a replacement or refund if the mistake was on our end. To report an issue, reach out to [email protected] with your order number and a photo of the item.
All returns of Products purchased on Ember.com that are eligible to be returned must be returned in accordance with the terms below. Customers outside of the United States and Canada are responsible for return shipping costs, unless prohibited by local law. If you have a Product that is not eligible for return under the Return Policy and are experiencing issues with the Product, we encourage you check whether the Product is covered by the Limited Warranty described below.
If your Product is eligible to be returned as set forth above, in order to qualify for a refund, all the following conditions must be met:
A return of a Product within the U.S. must be requested within 30 days of the date of receipt of the Product at ember.com/returns, by e-mailing[email protected], or by sending a letter to Ember’s U.S. corporate address. Letters requesting a return must be postmarked within 30 days of the date of receipt of the Product.
To return an international order, a return authorization must be requested from our customer service team within 30 days of the date of receipt of the Product. To request a return authorization, please contact Customer Service here.
You must return the Product to Ember as instructed by Ember to receive a refund. Returned Product(s) must be:
Unused and unwashed – any mug that has held liquid, been powered on, or shows signs of wear is considered used and is not eligible for return.
In its original packaging with all accessories and inserts included.
Accompanied by a valid proof of purchase, such as a packing list, receipt copy or order number.
Additional information about your return:
Once we receive your return request, we will acknowledge receipt of your request and provide instructions to you about how to return the Product.
The return eligibility period will expire 30 days from the date on which the Product is delivered.
You must return the Product in accordance with the instructions that we provide to you.
You are responsible for all costs of packaging the product for return.
The Product must be returned within 14 days of the date that we acknowledge your return request and provide return instructions to you. Returns must be postmarked, or must be accepted and dated by a commercial carrier, within this 14 day period.
For our customers in the United States and Canada, Ember will provide you with a pre-paid shipping label to return your Product.
There is a $10 USD restocking fee assessed per return.
For our customers outside of the United States and Canada, you are responsible for all costs of shipping the Product back to us, unless prohibited by local law.
You assume the risk of loss or damage to the returned Product(s) while in transit back to Ember.
All original parts and accessories must be included with your return. Returns that are incomplete may be subject to a restocking fee of 15% of the original purchase price or may not be accepted.
After receipt and acceptance of your return, the full price you actually paid for the product, including taxes and shipping, will be refunded to you using the same means of payment as you used for the initial transaction.
If you qualify for reimbursement for return of a Product, we will make reimbursement as set forth above 5 to 7 business days ( 7 to 10 business days during peak season) after the date that we receive the Product back from you in accordance with these terms or (upon our request) the date that you provide evidence (satisfactory to us) that you have returned the Product in accordance with these terms. If you cancel your order prior to shipment, we will also provide reimbursement within fourteen days after the date of cancellation.