Our Commitment to You: Warranty & Peace of Mind
12-Month Warranty Coverage
Every purchase comes with a promise. Select items feature a 12-month warranty, allowing you to seek a refund, replacement, or repair should anything go amiss. For added assurance, some products also offer extended warranties. Details are always listed on the item's page, so you know exactly what to expect.
Beyond the Standard: Our Extended Promise
From the day you make your purchase, the clock starts ticking on your warranty period. Should you encounter any defects within the first 12 months, we're on standby to make things right, whether that's a repair, a replacement, or a refund if neither of those two options is feasible.
Your Rights Under Australian Consumer Law
Our warranty is just one layer of your protection. It doesn't override or limit your rights under the Australian Consumer Law – you're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Warranty Claims: What You Need to Know
Time is of the essence. If you've identified a fault, get in touch within 14 days from when you received the item. Here's how to lodge a warranty claim effectively:
Email us at admin@emberhomewares.com.au with your name, email address, a detailed description of the issue, order number, item name and serial number (if applicable), and the number of boxes received.
Don't forget to include the date of purchase and, for faulty or damaged items, photo or video evidence of the problem.
We take every claim seriously and aim to resolve them within 10 business days.
What's Not Covered
While our warranty is comprehensive, there are a few exceptions:
- Change of mind or errors in ordering
- Misuse, neglect, or accidental damage.
- External causes like natural disasters
- Normal wear and tear
- Unauthorized modifications
Remember, proof of purchase is required. Keep your order confirmation receipt or order number.
