Refund policy
Return and Refund Policy
Effective Date: May 11, 2026
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Ember & Force Co. website located at: emberandforgeco.com
By placing an order through our website, you agree to the terms outlined in this policy.
2. Contact Information
For questions about returns, refunds, or exchanges, please contact our Customer Service team:
Email: support@emberandforgeco.com
Phone: 224-310-2134
Address: Ember & Force Co., 250 Parkway, Suite 150, Lincolnshire, IL 60069
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM CST
3. Return Eligibility
Customers within the continental United States may request a return within 30 days of receiving their order, subject to the conditions below.
3.1 Conditions for Return
To qualify for a return:
The item must be unused, undamaged, and in the same condition in which it was received.
The item must be returned in its original packaging with all labels and tags attached.
Proof of purchase or order confirmation is required.
4. Return Process
4.1 Initiating a Return
To begin a return request:
Contact Customer Service at support@emberandforgeco.com or call 224-310-2134 within 30 days of receiving your order.
Provide your order number and the reason for the return.
Once your request is reviewed, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA).
4.2 Preparing Your Return
Please:
Securely package the item in its original packaging.
Include all accessories, manuals, and complimentary items.
Include any requested documentation or photos.
4.3 Shipping the Return
Customers are responsible for return shipping costs unless the return is due to a defective, damaged, or incorrect item.
Returned items must be shipped within 7 days after receiving return authorization.
We recommend using a trackable shipping service.
5. Return Shipping Costs
Customer Responsibility
All return shipping costs are the responsibility of the customer unless otherwise stated in this policy.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
Items returned due to change of mind:
•Must be unused, undamaged, and in original packaging.
Must be requested within 30 days of delivery.
May be subject to a restocking fee if applicable.
Refunds will be issued to the original payment method.
6.2 Defective or Damaged Goods
If your item arrives damaged or defective:
•Contact us within 48 hours of delivery.
Provide photos or videos showing the issue.
We will offer either:
•A replacement item, or
A full refund including return shipping costs.
6.3 Incorrect Product Received
If you receive the wrong item:
•Notify us immediately.
We will arrange return shipping at our expense.
We will send the correct item or issue a refund.
6.4 Product Never Arrived
If your product does not arrive within the estimated delivery timeframe:
Contact our customer support team.
We will investigate the shipment with the carrier.
If the package is confirmed lost, we will issue a replacement or full refund.
6.5 Order Cancellation
Orders may be canceled for a full refund before shipment.
If the order has already shipped, the standard return process will apply.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
•Custom or personalized products
Opened or used personal care items
Gift cards
Downloadable software or digital products
8. Refunds
8.1 Refund Conditions
Refunds are issued after the returned item has been received and inspected.
We will notify you by email regarding approval or rejection of your refund request.
8.2 Refund Processing
Approved refunds are processed to the original payment method.
Refunds may take up to 14 business days to appear in your account depending on your financial institution.
8.3 Partial Refunds
Partial refunds may be issued in situations including:
Items returned damaged or missing parts not caused by our error
Items returned outside the approved return period
9. Exchanges
We replace items only if they are:
Defective
Damaged
Incorrectly shipped
To request an exchange, contact:
support@emberandforgeco.com
Shipping Costs for Exchanges
We cover shipping costs for defective or incorrect items.
Customers are responsible for shipping costs related to change-of-mind exchanges.
10. Timelines
•Return requests must be submitted within 30 days of delivery.
Approved returns should be shipped within 7 days of receiving return authorization.
Refunds are generally processed within 14 business days after inspection.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights available under applicable law.
12. Questions and Support
For additional assistance:
Email: support@emberandforgeco.com
Phone: 224-310-2134
Website: emberandforgeco.com
Ember & Forge Co.
250 Parkway, Suite 150
Lincolnshire, IL 60069