Refund policy

Last updated: July 11, 2026

At EmberHaus, we want you to love what you ordered. This policy explains exactly how returns, refunds, and claims work. By placing an order, you agree to the terms below.

RETURN WINDOW
Returns are accepted within 30 days of the delivery date shown on your tracking information. To be eligible, items must be unused, in original condition, and in the original packaging. Items that are used, worn, damaged after delivery, or missing parts or packaging do not qualify for a refund.

HOW TO START A RETURN
Email support@emberhaus.com with your order number and the reason for your return. Approved returns will receive a Return Authorization along with the correct return address and instructions. Returns sent back without a Return Authorization will not be accepted or refunded. Return shipping costs are the customer's responsibility unless the return is due to our error (wrong, defective, or damaged item), in which case we will provide a prepaid return label or cover the return shipping cost. Original shipping fees are non-refundable. We recommend using a tracked shipping service, as EmberHaus is not responsible for return packages lost in transit.

REFUNDS
Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 3 business days. Approved refunds are issued to the ORIGINAL payment method only and typically appear within 5 to 10 business days. We do not issue refunds to alternate cards, accounts, or payment methods under any circumstances. Items returned in a diminished condition may receive a partial refund at our discretion.

DAMAGED, DEFECTIVE, OR WRONG ITEMS
If your order arrives damaged, defective, or incorrect, contact us within 72 hours of delivery with clear photos or video of the item and its packaging. Once verified, we will send a replacement or issue a full refund at no cost to you. Claims made after 72 hours or without photo or video evidence may be declined.

LOST OR STOLEN PACKAGES
A package showing "Delivered" on carrier tracking is considered delivered. EmberHaus is not responsible for packages stolen or missing after confirmed delivery; please check with household members, neighbors, and your local carrier first, and we will gladly assist with a carrier investigation. If your package shows no tracking movement for 10 or more business days past the estimated delivery window, contact us and we will investigate, then replace the order or issue a refund for shipments confirmed lost in transit.

INCORRECT SHIPPING ADDRESS
Customers are responsible for entering a complete and accurate shipping address at checkout. Orders shipped to an address entered incorrectly by the customer are not eligible for a refund; a replacement can be arranged at the customer's expense. Address corrections can be requested within 12 hours of placing the order, or before the order is fulfilled, whichever comes first.

ORDER CANCELLATIONS
Orders may be cancelled for a full refund within 12 hours of purchase, provided the order has not yet been fulfilled. After this window, please use the standard return process once your order arrives.

FINAL SALE ITEMS
Items marked "Final Sale" cannot be returned, exchanged, or refunded, except where they arrive defective or damaged.

FRAUD AND ABUSE
We reserve the right to decline returns, refunds, or future orders in cases of excessive return activity, misrepresented claims, or suspected fraud. If you are considering a chargeback, please contact us first, we resolve legitimate issues quickly. Chargebacks we believe to be fraudulent will be disputed with complete evidence, including tracking data, delivery confirmation, and all correspondence.

Questions? Email support@emberhaus.com, we respond within 24 business hours.