Refund policy

Return and Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it -- unused, with original labeling, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@emberandstones.com. If your return is accepted, we'll send you return instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Made-to-Order Products

Certain products including fire features, water features, and other custom or made-to-order items are manufactured specifically to fulfill your order and are not eligible for return or exchange unless they arrive with a manufacturing defect or damage. For these products, you must inspect your delivery upon receipt and report any damage, defects, or incorrect items within 48 hours of delivery to hello@emberandstones.com. Failure to report within this window may affect your eligibility for a replacement or refund.

Damages and Defective Items

Please inspect your order upon delivery and contact us within 7 days if the item is defective, damaged, or incorrect. For made-to-order products, the reporting window is 48 hours. To process a defect claim we may request photos or video evidence of the issue, along with your proof of purchase. Upon verification, we will offer one of the following resolutions: repair of the defective item, replacement with a new item, or a refund of the purchase price.

Non-Eligible Items

The following items are not eligible for return, repair, or refund: made-to-order and custom built products; items damaged due to misuse, improper installation, or normal wear and tear; products that have been altered or modified after delivery; hazardous materials, flammable liquids, or gases; sale items; gift cards.

Exchanges

The fastest way to get what you want is to return the eligible item and once accepted, make a separate purchase for the new item.

European Union

If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused, in original packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank to post the refund. If more than 15 business days have passed since approval, contact us at hello@emberandstones.com.

Warranty

Any manufacturer warranty provided with your product is in addition to your rights under this policy and applicable consumer protection laws.