Returns & Refund Policy

We want you to feel confident and comfortable when shopping with Ember Duo.
If something is not right, we’re here to help.

1. 30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return:

  • The item must be unused

  • In its original packaging

  • In resellable condition

Products that show signs of wear, damage, or use are not eligible for a full refund.

2. How to Start a Return

Email us at:
📧 support@emberduo.com

Include:

  • Your order number

  • The reason for return

  • Photos (if applicable)

Our team will provide instructions within 24–48 hours.

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refund is processed to your original payment method

  • Processing time: 3–10 business days (varies by bank/payment provider)

Shipping fees are non-refundable.

4. Exchanges

If you received a defective or faulty item, we are happy to replace it at no additional cost.
Contact us within 7 days of delivery with photos of the issue.

We do not offer direct item-for-item exchanges outside of defective cases — simply return your product and place a new order.

5. Defective, Damaged, or Incorrect Items

If your product arrives:

  • damaged

  • defective

  • or you received the wrong item

Contact us immediately with photos.
We will replace it free of charge.

We must be notified within 7 days of delivery.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases of:

  • defective products

  • incorrect items

  • items damaged during delivery

In these cases, we cover the return cost.

7. Non-Returnable Items

For hygiene and safety reasons, the following are non-returnable:

  • Products that have been used

  • Products that show signs of wear

  • Items returned without original packaging

  • Gift cards (digital/physical)

8. Lost or Stolen Packages

We are not responsible for packages lost due to incorrect address input or unclaimed parcels.

If your order is lost by the carrier, we will assist you in filing a claim and provide replacement options.

9. Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank account again

  2. Contact your credit card company

  3. Contact your bank (processing times may vary)

  4. If you still need help → email us

📧 support@emberduo.com

10. Contact Us

For any return or refund inquiries, reach us at:
📧 support@emberduo.com

We usually respond within 24–48 hours.