Refund policy

Ember Hug ships directly to you from our production and fulfilment partners. Because of this, we do not offer change-of-mind returns. We do, however, stand fully behind every order.

Faulty, damaged or incorrect items
Please inspect your order as soon as it arrives. If your item is defective, damaged, or not what you ordered, contact us at hello@emberhug.com within 14 days of delivery with your order number and a photo of the issue. We will arrange a replacement or a full refund at no cost to you.

How to start a claim
Email hello@emberhug.com with your order number and, where relevant, a short description and photo of the problem. We will reply with the next steps. Please do not send anything back before contacting us, as items returned without prior approval cannot be processed.

European Union 14 day cooling-off period
If your order is shipped into the European Union, you have the statutory right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To be eligible, the item must be unused and in its original condition and packaging, and you will need your proof of purchase. Where a return is made under this right for reasons other than a fault, the cost of return shipping is the customer's responsibility. To exercise this right, contact us at hello@emberhug.com.

Refunds
Once we have received and inspected your return or claim, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method, typically within 10 business days. It can take additional time for your bank or card provider to post the refund. If more than 15 business days have passed since your refund was approved, contact us at hello@emberhug.com.