Refund policy

Returns & Refunds Policy
Last updated: July 11, 2025

1. Definitions

  • “We,” “us,” “our,” and “Ember” mean Ember, Inc.

  • “You” and “Customer” mean the purchaser of any products from our store.

  • “Goods” means the physical items sold on emberstore.com.

2. No Returns or Refunds
All sales are final. Except as set forth in Section 3 below, you acknowledge and agree that you will not be entitled to cancel an order, return Goods, or receive a refund or credit for any reason, including but not limited to:

  • Change of mind

  • Incorrect sizing, style, or color preference

  • Lost or damaged in transit

3. Defective or Damaged Goods
If you receive Goods that are defective or damaged upon delivery:

  1. Notify us within 7 days of delivery at support@emberstore.com with:

    • Your order number

    • Clear photographs of the defect or damage

  2. We will, at our sole discretion, either:

    • Issue a store credit in the amount you paid for the Goods; or

    • Arrange a one-time replacement if the item is in stock.

All decisions under this Section 3 are final and at our discretion.

4. Order Cancellations

  • Pre-Fulfillment: You may cancel your order within 1 hour of placement by emailing emberredlight1@gmail.com. If your order has not yet shipped or been forwarded to our supplier, we will cancel and refund under our payment processor’s terms.

  • Post-Fulfillment: Once shipped or forwarded, orders cannot be canceled, returned, or refunded.

5. Exchanges
We do not offer exchanges. To receive a different product, please place a new order.

6. Exceptions & Limitations

  • Digital Products: No cancellations, returns, or refunds once the download link is accessed.

  • Custom or Personalized Orders: Final sale—no returns, refunds, or exchanges.

7. Changes to This Policy
We reserve the right to modify this policy at any time. Changes become effective when posted here; your continued use of our store constitutes acceptance of the updated terms.

8. Governing Law
This policy and your use of our store are governed by the laws of the State of Texas, without regard to conflict-of-law principles.

9. Contact Information
For questions about this policy, contact us: