Refund and Return Policy

Cancellations & Refunds: At Embers Direct we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom and Made-To-Order orders, see below). 

If you have questions, please send an email to info@embersdirect.com or call us at 888-418-2001

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 888-418-2001, the chat in the bottom right, or email info@embersdirect.com any time. 

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. 

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us. 

All sales are final for Custom made and Made-to-order products.

Refunds and Returns.

You have 60 days to initiate a return request with us from the date you receive your order. After this period, we may not be able to process your return. Please ensure that the returned items are in new, re-sellable condition. In your email, provide the following information:

• Your name
• Order number
• Product details
• Reason for return
• Any relevant photographs

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.

Order delays have proven to be unavoidable and outside of Embers Direct control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Embers Direct, you are acknowledging the following of the Exchange Agreement:

• I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Embers Direct within 24 hours of the product being delivered.
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
• I understand that products need to be returned unopened and unused.  An additional restocking fee may occur.
• I understand that if my order has left the warehouse, I am unable to receive a full refund. 
• I understand that the product must be returned in its original packaging and in new, re-sellable condition. Returns are not accepted for damaged or unsellable products.
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%. 

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to info@embersdirect.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. If you refuse a product (with the Carrier) due to damage, the freight claim will be automatically initiated by the carrier, and the product will be returned to us. Please alert our customer service team immediately so we can coordinate a replacement shipment or issue a credit.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Embers Direct default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page. 

Products that have been installed or burned cannot be returned through our return process. This is due to liability issues, and we are not responsible for items once they have been installed and/or burned. If you believe an item is defective, we will assist you with the warranty process.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact Embers Direct.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Contact info@embersdirect.com for any questions.

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