Return and refund policy

Last updated: 29 October 2026

At Ember, we want you to feel confident when shopping with us. You can tell us you want to cancel a purchase within 14 days after delivery. You then have a further 14 days to send the goods back. For an order delivered in separate parts, the cancellation period starts after the last item arrives. You do not need to give a reason.

Return eligibility

Please return the item with its accessories and, where possible, its original packaging, together with your order number or other proof of purchase. You may inspect and handle the product as you would in a shop. Missing original packaging does not automatically remove your cancellation rights. We may reduce a refund for loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.

Faulty, damaged, incorrect or misdescribed goods are covered separately below. Sale items have the same statutory rights as full-price items.

How to request a return

Email support@byember.co or use our support form. Please include your name and order number or proof of purchase. For a product problem, a description and photos can help us investigate; they are not a condition of exercising your legal rights.

We will provide return instructions and the appropriate return address privately. Please contact us before posting so your parcel goes to the correct location. You do not need our approval, a particular form or a reply from us to give a valid cancellation notice. Other clear statements of cancellation are also accepted. Our registered office is not a parcel-return address.

Return shipping

You pay the direct cost of return postage for a change-of-mind return. We cover reasonable return costs where goods are faulty, damaged on arrival, incorrect or otherwise do not conform to the contract. Contact us so we can arrange the appropriate return method. Keep proof of postage; we recommend a tracked service.

Damaged, faulty or incorrect items

Please check your order when it arrives and contact support@byember.co promptly if there is a problem. Your statutory rights are not limited to the 14-day change-of-mind period. In the UK, faulty or misdescribed goods normally carry a 30-day short-term right to reject, with repair, replacement or other remedies available afterwards as the law requires. Customers elsewhere retain all applicable mandatory consumer rights.

Depending on the issue and your legal rights, the remedy may be a replacement, repair, partial refund or full refund. We will not require you to accept store credit in place of a refund you are legally entitled to receive.

Order cancellations

Contact us as soon as possible if you want to cancel or change an order. We will try to stop dispatch, but cannot guarantee changes once processing has begun. If your order has already shipped, your cancellation and return rights still apply.

Refunds

We refund the original payment method, without a refund fee. For a change-of-mind cancellation, we will refund you within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If no goods were supplied, we will refund within 14 days of your cancellation notice. Any refund for faulty goods will follow the applicable statutory time limit.

We refund the standard outbound delivery charge if you paid one; additional charges for an upgraded delivery service are not refundable beyond the standard amount. Standard delivery is currently free. Your bank or payment provider may take additional processing time. Contact support if you have not received a refund when expected.

Exceptions and exchanges

Damage caused by misuse or ordinary wear is not a product fault. This does not remove any separate rights you may have. We do not apply a blanket exclusion to opened, sale or discounted goods. We do not currently offer direct exchanges for change-of-mind returns; you can return an eligible item and place a new order. Replacements for faulty or incorrect goods are handled according to your legal rights.

Contact us

Ember is a trading name of NEXA SYSTEMS UK LTD, company number 17175439, registered in England and Wales. For returns, cancellations or refunds, email support@byember.co. Nothing in this policy restricts your statutory rights.