Embers Return Policy
Embers is committed to customer satisfaction. We strive to produce high-quality products, but due to the nature of our handcrafted items, slight variations in materials and workmanship may occur.
Returns and Exchanges
We understand that issues may arise, and we’re here to assist you. If you believe there is a problem with your order, please contact our customer support at ps.embers@gmail.com within 10 days of receiving your item.
Embers will review each case individually to determine if a replacement or refund is warranted. Please note that we reserve the sole discretion to determine the appropriate resolution.
Return Process
- Contact Customer Support: Before returning an item, please contact our customer support at ps.embers@gmail.com with your order number.
- Return Shipping: If a replacement or refund is approved, you will be responsible for returning the product to the following address:
Embers Returns 1200 Hills Circle Pagosa Springs, CO 81147
- Include Order Number: Please include your RA number and a copy of your order confirmation with the returned item.
- Customer Responsibility: Customers are responsible for all return shipping costs.
Important Considerations:
- Custom Orders: Due to the personalized nature of custom orders, returns or exchanges may not be available.
- Damaged Items: If your item arrives damaged during shipping, please contact us immediately at ps.embers@gmail.com with photos of the damage.
- Refunds: Approved refunds will be processed within 7 business days of receiving the returned item. The refund will be issued to the original payment method used for the purchase.
- Replacements: Replacements are contingent upon stock availability. We will notify you if a replacement is not possible and a refund will be issued instead.
- Customer Provided Items: Embers is not responsible for replacing customer-provided items used in custom engraving projects.
Thank you for choosing Embers.
