Refund and Returns Policy for EmberGlow

Effective Date: January 18, 2025

At EmberGlow, customer satisfaction is our top priority. This Refund and Returns Policy outlines the terms and conditions for returning items and requesting refunds for fireplaces purchased through our platform.

Eligibility for Returns

  • Items must be returned within 30 days of the delivery date.
  • Returned items must be in their original condition, unused, and in the original packaging.
  • Proof of purchase, such as an order confirmation or receipt, is required for all returns.

Non-Returnable Items

  • Custom or special-order fireplaces.
  • Items marked as “final sale” at the time of purchase.
  • Damaged items caused by misuse, neglect, or improper handling.

Refund Process

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 5–7 business days and issued to your original payment method.
  • Shipping costs are non-refundable unless the return is due to a defective or incorrect item.

Exchanges

  • Exchanges are available for defective or damaged items. Please contact EmberGlow within 7 days of receiving the item to initiate an exchange.

How to Initiate a Return or Refund

  1. Contact our Customer Support team at support@emberglow.com or call (212) 555-0123 to request a return authorization.
  2. Ship the item to the following address:
    EmberGlow
    1235 Madison Avenue, New York, NY 10028, USA
  3. Include your proof of purchase and a brief explanation of the issue with the item.

Late or Missing Refunds

  • If you have not received your refund after the specified timeframe:
    1. Check with your bank or credit card company, as processing times may vary.
    2. Contact our Customer Support team for further assistance.

Contact Us

For questions or concerns about our Refund and Returns Policy, please contact us:
Phone: (212) 555-0123
Email: support@emberglow.com

By purchasing from EmberGlow, you agree to the terms outlined in this Refund and Returns Policy. Thank you for choosing EmberGlow!