Refund policy

REFUND POLICY

We want you to love what you ordered. If something isn't right, here's how we'll handle it.

DAMAGED OR INCORRECT ITEMS
We take great care to ensure every package arrives undamaged, and we'll do our best to resolve any situation where it doesn't. If your order arrives damaged, defective, or incorrect:

1. Contact us at support@embersandrain.com within 3 days of delivery.
2. Include your order number, a short description of the problem, and clear, unedited photos of the item, the packaging, and the shipping label. We may ask for additional photos or a short video.
3. We'll review your request within 2 business days. If approved, we'll email you a prepaid return label. We cover the return shipping.
4. Send the item back to us in its original packaging. Once we receive and inspect it, we'll refund your original payment method in full, or send a replacement if you'd prefer and it's available.

Please keep all original packaging until your claim is resolved. Claims submitted after 3 days of delivery, without photos, or with altered or edited images can't be approved.

CHANGE OF MIND
Because every order is built and packed to order, we're unable to accept returns or exchanges for change of mind.

CANCELLATIONS
Orders can be cancelled within 24 hours of purchase, as long as they haven't shipped. Contact us as soon as possible at support@embersandrain.com. After 24 hours, orders can't be cancelled.

LOST ORDERS
If your order is lost in transit, contact us and we'll reship it or issue a full refund.

REFUND TIMING
Approved refunds are issued to your original payment method within 5 business days of us receiving your returned item. Your bank or card issuer may take an additional 5-10 business days to post it.

NON-REFUNDABLE
Original shipping costs are non-refundable unless the item arrived damaged or incorrect.

CONTACT
Embers and Rain · embersandrain.com · [business address, if required]