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Get In Touch
541 Melville Ave, Palo Alto, CA 94301,
contact@emberio.com
Ph: +1.831.705.5448
Work Inquiries
work@emberio.com
Ph: +1.831.306.6725

Refund & Return Policy

ALL RETURNS MUST BE APPROVED BY OUR SUPPORT TEAM PRIOR TO BEING SENT.

If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Out of the time, we will not be able to cancel/changing your order any more. 

Requests for returns or exchanges must be made within 10 days of receiving your order. Personalized items cannot be exchanged as we cannot stock them. 

If you need to return or exchange your order, please read the following instructions carefully:

REASONS WHY YOU WANT TO RETURN OR EXCHANGE YOUR ORDER?

1. Not Happy with Your Order

If you are not happy with your purchase, please contact us via support@emberio.com. Our customer service team will review your request and send out further instructions.

2. Damaged or Low-Quality Items

If the product is defective or does not properly function as advertised, please kindly reach out to us via support@emberio.com, including a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.

WARRANTY

This warranty only covers manufacturing defects and does not cover:
– Damage caused by accident
– Improper care
– Normal wear and tear
– Break down of colors and materials due to sun exposure
– Aftermarket modifications
Note: No returns/exchanges for products with water exposure will be accepted.

REFUND POLICY

If you feel that the product you’ve purchased does not meet your expectations, then you do have the option to request a refund. Below are the conditions under which a refund will be granted.
– If the product you purchased is completely non-functional.
– If you did not receive your product within 60 business days after the date you placed your order.
– Additional non-refundable items: Gift cards and Digital image
Note: The refund will go back to your account in 5-10 business days.

SHIPPING COSTS

You are expected to pay for your shipping costs for the returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance for extra safety.

DAMAGED / LOW-QUALITY ITEM

To proceed with the returns & refund quickly and effectively, please include a photograph demonstrating the poor quality or the damaged area of the item. Ideally, the items should be photographed on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order and to prevent repeated errors in the future. If you have other concerns and inquiries, kindly send an email to support@emberio.com.

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