Refund policy

Return & Refund Policy

We want you to be confident in your North Ember purchase. If something isn’t right, please contact us and we’ll help.

30-Day Returns

You may request a return within 30 days of delivery.

For change-of-mind returns, the item must be unused, in its original condition, and returned with the original packaging, accessories, and included materials.

To start a return, contact North Ember through the customer support information listed on our website. Please do not send a return to the address shown on your original shipment. Approved returns will be provided with the correct return instructions and return address.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or you receive the wrong product, contact us as soon as possible with your order number and photos or video showing the issue.

If we confirm that the item is damaged, defective, or incorrect, we will work with you on an appropriate replacement or refund at no additional cost to you.

Return Shipping

For standard change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated.

If the return is due to an item being damaged, defective, or incorrectly shipped, North Ember will cover the approved return or replacement costs.

Original shipping charges, if any, are not refundable unless the return is due to an error on our part.

Refunds

Once an approved return is received and inspected, we will notify you of the refund status.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for your bank or card provider to post the funds to your account.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible.

We will do our best to accommodate your request, but once an order has entered fulfillment or shipped, we may not be able to cancel or modify it.

Returned or Undeliverable Packages

Customers are responsible for entering a complete and accurate shipping address at checkout.

If a package is returned because of an incorrect or incomplete address, refusal of delivery, or another issue outside North Ember’s control, additional shipping costs may apply before the order can be resent.

Contact

For returns, refunds, damaged items, or order issues, please contact North Ember using the customer support information listed on our website.