EmberTouch Return & Refund Policy

We want you to be completely satisfied with your purchase from EmberTouch ("Company," "we," or "our"). If for any reason you are not happy with your order, we’re here to help.

This Return & Refund Policy applies to purchases made on our website www.ember-touch.com (the “Website ”).

Please read this policy carefully before initiating a return.

1. General Return Period

• You have 30 days from the date of delivery to decide whether to keep your purchase.
• If you wish to return an item, you must submit a return request within this 30-day window.
• After submitting your return request, you have an additional 14 days to ship the item(s) back to us.

2. Eligibility for Return

To be eligible for a return, your item must:

• Be in new, unused, and undamaged condition.
• Be returned in its original packaging , including all accessories, manuals, and components.
• Show no signs of wear, misuse, or attempted repair.

3. How to Initiate a Return

Please contact our Customer Support team at: [email protected] to initiate your return or exchange request.

4. Return/Exchange Shipping Costs

For returns or exchanges due to product quality issues:
Once your request is approved, you will receive a prepaid return shipping label via email. You may use this label to send your item back at no additional cost.

❗ Important: If you choose not to use our prepaid return label, you will be responsible for all return shipping costs, and we cannot guarantee a full refund.

For returns or exchanges that are not due to a defect, damage, or our error (i.e., "change of mind" or non-quality-related returns):
The customer is responsible for the cost of return shipping.

For packages you return at your own expense, we strongly recommend using a trackable and reliable shipping method when returning your product, as we are not responsible for lost or damaged return packages during transit.

Please note:

• The original outbound shipping fee is non-refundable, regardless of the reason for return.
• Once we receive and inspect the returned item(s), we will issue a full refund for the amount you paid for the returned product(s), but shipping charges (both original and return) will not be included in the refund unless the return is due to our fault.

5. Where to Send Returns

Ship returns to:

To initiate a return, contact EmberTouch Customer Support first. We will provide you with the correct return warehouse address and instructions.

Do not ship returns to any other address. Include a copy of your order number inside the package.

Do not send back any return products without first contacting our customer service. We reserve the right to refuse such unauthorized returns and will not be responsible for any loss or damage incurred.

6. Exchanges

• You may request an exchange within 14 days of receiving your order.
• Exchanges are only available for the same product, subject to availability.
• The process for requesting an exchange is the same as for a return (see Section 3).
• The cost of requesting an exchange is the same as that of a return (see Section 4).
• Once we receive your returned item, we will ship out the replacement item.

7. Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described , please contact us immediately.

• At delivery: If the damage is visible, you may refuse the package.
• After delivery: Contact us at [email protected] within 48 hours of receiving the item. Please include photos of the damage and your order number.
• We will work with you to resolve the issue promptly. Depending on the situation, we may offer a replacement, repair, or full refund .

8. Bundles and Promotional Gifts

• From time to time, we offer product bundles or include free gifts with purchase.
• To receive a full refund on a bundle, all items in the set must be returned together.
• If you keep the gift but return the main product, we may deduct the gift’s retail value from your refund.
• Similarly, if you keep any item from a bundle, the refund will be adjusted accordingly.

9. Refunds

Once we receive your returned item and confirm it meets the eligibility criteria, we will process your refund.

• Refunds will be issued to the original payment method used for the purchase.
• You can expect to receive your refund within 14 days of our receipt of the returned item.
• The timing of the refund appearing in your account may also depend on your bank or credit card issuer.
• Note: We reserve the right to delay or deny a refund if we do not receive the returned item or if it does not meet the return conditions.

10. Cancellations

• You may cancel your order before it has been processed or shipped.
• If you cancel after payment, we will issue a full refund as soon as the cancellation is confirmed.
• Once an order has been processed or shipped, it cannot be canceled and must be handled as a return.

11. Additional Information (Non-Contiguous U.S. & International)

Our standard return policy applies only to orders shipped within the contiguous United States (the "Lower 48").

If you are returning an item from Alaska, Hawaii, U.S. Territories (e.g., Puerto Rico, Guam), APO/FPO addresses, or any international location , please note the following:

• Prior Authorization Required: You must contact our Customer Support team at [email protected] before shipping your return. We will provide you with specific return instructions and determine if we can accept the return.
• Additional Shipping Costs: Returns from outside the contiguous U.S. are not eligible for our prepaid return label. You will be responsible for all return shipping costs , which may be significantly higher than domestic rates.
• Customs and Duties: For international returns, you are responsible for any customs forms, import duties, taxes, or brokerage fees incurred when shipping the item back to us. We cannot accept returns that are held or rejected by customs due to unpaid fees.
• Risk of Loss: We strongly recommend using a trackable and fully insured international shipping service . We are not responsible for packages lost or damaged in transit when you choose not to use adequate insurance.
• Refund Processing: The refund process will only begin once we have received and inspected the returned item at our warehouse. Please allow additional time for international shipping and customs clearance.

By initiating a return from outside the contiguous United States, you acknowledge and agree to bear all costs and risks associated with the return shipment.

If you have any questions about returns, exchanges, or refunds, please don’t hesitate to contact our Customer Support team:

Email: [email protected]

We’re here to ensure you have a positive experience with EmberTouch.