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Refund Policy

Your Satisfaction, Our Priority: Ember Homewares Refund & Warranty Insights

At Ember Homewares, we value your contentment above all. Our refund policy is designed to elucidate how we handle returns and warranty claims, complementing the protections provided by the Australian Consumer Law. Should you need further clarification or assistance, our amiable customer support team is always on standby.

1 Informed Shopping Experience
Our commitment as an online retailer is to provide you with comprehensive information to empower your purchase decisions. We ensure that every product listing is detailed with descriptions, dimensions, and specifications, accompanied by a variety of images. It is important for you to review this information carefully to confirm the product meets your needs before purchasing.

Be mindful that the product images are taken under specific lighting conditions, and actual colours may vary slightly on different screens. We aim for precision in our representations, yet minor variations in colour, material finishes, and other subjective aspects like comfort are sometimes inevitable and should not be misconstrued as defects.

1.1 Streamlining Customer Communications: To ensure swift and efficient handling of returns or warranty issues, kindly provide the following details when reaching out to us:

  • Order number
  • Name and email address from the order
  • Reason for the return or warranty claim
  • Desired outcome: repair, replacement, store credit, or refund

For returns, please include a photo of the item in its original packaging, ensuring it's in the same condition as when received. If reporting damaged or faulty products, attach photos or a brief video depicting the problem.

2. Understanding Order Cancellations: Cancelling an order needs timely action. If you find the need to cancel, please do so promptly. Once your order is in the dispatch process, we're unable to make changes or cancel it. Review your order details thoroughly before confirmation, as our dispatch system is designed for rapid processing. Note that our warehouse may operate outside standard hours, so requests made after hours may not be processed before dispatch.

2.1 Cancellation Possibilities: An order can be cancelled before it enters the dispatch process, allowing for a full refund or store credit, inclusive of shipping costs, provided no other items are pending shipment. Note that not receiving a tracking number doesn't always mean your order can be cancelled, as it may already be in the final stages of dispatch.

2.2 Cancellation Limitations: Once an order reaches the dispatch stage, it cannot be cancelled and will be considered under our change-of-mind return policy. Orders for third-party fulfilled or made-to-order items may not be cancellable after being placed.

2.3 Address Modifications: Ensure your delivery address is accurate upon ordering, as changes cannot be made once dispatch begins. If a shipping address error is detected post-dispatch, we will attempt to coordinate a redirection with the courier, but this cannot be guaranteed. Ember Homewares is not responsible for verifying delivery details and any extra costs due to incorrect addresses will be the customer's liability.

2.4 Change of mind Policy: We understand that sometimes mistakes can happen. Please review item descriptions and dimensions carefully before purchase. Our digital platform means you have the responsibility to be well-informed about your choices. Change of mind returns or refunds aren't covered, except where explicitly mentioned in our policy. However, if you advise us before your item has been dispatched from our warehouse (usually within 1-2 days) we can facilitate a refund. Please note once item has been dispatched we can not issue a refund.

3 Returns Policy Overview: Initiate a return within seven days of receiving your order by notifying our team. We'll assess your request and provide detailed return instructions. Unauthorized returns or those sent to an unconfirmed address will be rejected.

3.1 Returns Process:  You're responsible for the return shipping cost, which includes initial shipping expenses, regardless of any promotions or discounts applied at purchase. We offer to arrange a pre-paid return with Australia Post, with the cost deducted from your refund, or you can choose your own courier service. Remember, direct returns to our distribution centres are not permitted; use a courier or postal service. A 10% restocking fee and the cost of return shipping, subtracted from your refund, are applicable. 

3.2 Evaluating Your Return: Upon receiving your return request, we'll promptly assess it to determine the most appropriate action. If we need further input from the supplier or manufacturer, we'll confirm receipt of your request and keep you updated on its status. Once we decide on a resolution, we'll provide detailed instructions to finalize the return.

3.3 Finalizing the Return Process: Returns will be processed for a refund, store credit, or alternative resolution only after the returned items are back in our warehouse and pass a quality check. Decision on refunds will processed in 5 business days. If the returned product meets our standards, we'll proceed with the agreed resolution, be it repair, replacement, or refund.

Refunds are issued to the original payment method, and processing times may vary, generally taking 3-5 business days to appear in your account. The availability of exchanges or replacements depends on our current stock levels.

Items showing misuse, improper handling, or damage from assembly or installation will not be eligible for a return.

3.5 Non-Returnable Items: Certain products are not eligible for returns, including:

  • Made-to-order items
  • Mattresses, bedding, pillows, and sofa covers
  • Products purchased for commercial or non-domestic use
  • Items that have been assembled or installed
  • Products damaged due to customer misuse or mishandling
  • Gift cards

4. Addressing Damaged, Faulty, or Missing Items: Inspect your delivery promptly upon arrival. If you find any items damaged, faulty, or incorrect, please inform us within 48 hours, providing photos or a video of the issue. We will assess the situation and, if necessary, arrange a replacement or refund, covering any related return shipping costs.

4.2 Managing Partial Deliveries: When orders are large or consist of multiple items stored at different locations, we may dispatch them in separate parcels using various couriers or consignment notes. As a result, these parcels might not arrive simultaneously. If you receive only part of your order, please refer to your delivery confirmation email for individual tracking numbers to monitor each parcel's journey. A single tracking number usually indicates that more items are still on their way. If the complete order hasn't arrived after the expected delivery timeframe, please get in touch with our customer service for assistance.

4.3 Addressing Missing Parts: If your delivery seems incomplete after all parcels have arrived, carefully check each box and package, as items can shift during transport. Cross-reference the contents with the provided assembly manual or parts list to identify any discrepancies. Should any components be missing, contact us with a detailed photo of the unpacked items and highlight the absent parts on the assembly manual. We'll endeavour to send replacement parts or offer an exchange. If replacements aren't available, we may provide a partial refund to cover the cost of sourcing the necessary parts elsewhere.

Warranty Commitment: Ember Homewares is dedicated to delivering premium products, ensuring they meet your expectations and adhere to the Australian Consumer Law.

5.1 Warranty Scope & Timeframe: Our warranty protects all purchases made via the Ember Homewares website and benefits the original buyer. Generally, our products are warranted for 12 months, though this can vary. The specific warranty period for each product is clearly mentioned in its listing.

5.2 Coverage Details: The warranty covers:

  • Manufacturing defects.
  • Faulty products.
  • Issues related to quality control.

5.3 Exclusions from Warranty Coverage: Our warranty does not cover the following:

  • Normal wear and tear.
  • Returns based on change of mind or incorrect order placement.
  • Damage from improper handling or personal transport.
  • Damage due to careless unpacking.
  • Damage from not adhering to assembly or installation instructions.
  • Damage from abnormal use, misuse, or abuse.
  • Issues arising from modifications or using the product beyond its intended purpose.
  • Damage from neglecting proper care or maintenance.
  • Using non-commercial products for commercial purposes, unless specified by the manufacturer.
  • Unsupervised use of products that require supervision.
  • Minor variations in dimensions, colour, grain, or finish, and superficial blemishes.
  • Costs for shipping, inspection, repair, or replacement due to customer negligence are not covered.

5.4 Initiating a Warranty Claim: If your product is faulty or damaged within the warranty period, you're entitled to make a claim. Contact us with your order details, a thorough description of the fault, and accompanying photos or videos of the issue. We will then provide you with the necessary guidance and instructions to proceed with your claim.

5.5 Addressing Faulty or Damaged Products: Should a product exhibit manufacturing defects or material flaws, we commit to repairing, replacing, offering a full or partial store credit, or refunding the item in alignment with Australian Consumer Law. If needed, we may request the return of the defective product for a detailed inspection. Rest assured, we will guide you through the return process and bear any related expenses where necessary.

5.6 Upholding Your Consumer Rights: Our Warranty Policy supplements the protections granted by the Australian Consumer Law, ensuring none of your statutory rights are limited or excluded. Entitlements under this law include replacements or refunds for significant product failures and compensation for any consequent losses or damages. In cases where the product doesn't meet acceptable quality standards but doesn't constitute a major failure, you are entitled to repair or replacement. We pledge to collaborate with you to resolve any warranty issues in accordance with both our policy and the Australian Consumer Law.

Please feel free to contact our customer support team for any warranty-related questions or support. We aim to provide solutions that safeguard your satisfaction and trust in Ember Homewares.

6. Exchange Policy At Ember Homewares, we do not facilitate product exchanges. Should you reconsider your purchase, we ask that you follow our returns policy to return the item and then place a new order for the desired product(s).

7. Force Majeure Ember Homewares will not be liable for any delays, suspensions, or failures resulting from events beyond our control. This includes natural disasters, government actions, transportation strikes, postal disruptions, labour disputes, wars, epidemics, pandemics, quarantine mandates, acts of terrorism, and significant accidents or equipment failures. These unforeseen events may affect our operations, but we remain committed to minimizing their impact on our service and commitments to you.

8. Customer Support Commitment If you require help or have any queries, our attentive customer service team is ready to assist you. Reach out through email or our website inquiry form for support. To ensure a timely response, please refrain from sending multiple inquiries, as our 'first-in, first-out' system could delay the processing of your request. We operate from Monday to Friday, 8:30 am to 4:30 pm AEST, and strive to respond to all inquiries within 24 hours. Your patience and understanding are greatly appreciated!