Refund policy

Return & Refund Policy

At Emberwall, we want you to be fully satisfied with your purchase. If for any reason you're not happy, we offer a simple, hassle-free returns process.

Order cancellations

You may cancel your order free of charge at any time before it has been processed. Once your order has been processed, it can no longer be cancelled and must instead follow the return process below. To cancel your order in time, please contact our customer service team as soon as possible after placing it.

Easy returns within 30 days

You have 30 days from the date you receive your order to return your items. Items must be unused, in their original condition, and returned with their original packaging, tags, and accessories. Our support team will guide you through the whole process.

Restocking fee: £0 — we do not charge any restocking fee on returns.

Return policy overview

Cancellation window: Free of charge, any time before your order has been processed.
Return window: You have 30 days from the date you receive your order to return your items.
Item condition: Items must be unused, in their original condition, and returned with their original packaging, tags, and accessories.
Easy returns: Our support team will guide you through the whole process.
Restocking fee: £0 — we do not charge any restocking fee on returns.

Return shipping costs

For faulty or incorrect items: No cost to you. This applies when the item received is incorrect, damaged in transit, or otherwise faulty. Contact our support team and we will refund your return shipping cost.
For change of mind: You are responsible for the actual cost of return shipping. This applies when you've ordered the wrong item, it doesn't fit your space, or you simply no longer want it. Original shipping costs are non-refundable.

How to return an item

Contact us: Email support@emberwall.co.uk with your order number and the reason for your return.
Pack your item: Carefully repack the item in its original packaging, including all accessories, tags, and documentation.
Send it back: Ship your return following the instructions in your return authorisation email. You can use the courier or shipping method recommended in that email.

Faulty items

If you receive a faulty product, we will repair, replace, or refund it at no cost to you, depending on the issue and product availability. Please contact us and return the item within 30 days.

Refund process

Inspection: Once we receive your return, we'll inspect the item to make sure it meets our return criteria.
Refund timeline: Once approved, your refund will be processed. It typically takes 5 to 10 business days for the refund to appear on your original payment method, depending on your bank or payment provider.

Exchanges

If you'd like to exchange your item for a different size, colour, or another product, contact us at support@emberwall.co.uk and we'll help you arrange a quick exchange.

Non-returnable items

For hygiene and safety reasons, certain items cannot be returned. These products will be clearly marked as non-returnable on their product pages.

Questions?

Contact our customer service team at support@emberwall.co.uk.

Contact information