Refund Policy

Thank you for shopping at Ember US Store. We want you to be completely satisfied with your purchase of the world's first temperature control mug. This Refund Policy outlines your rights and obligations when requesting a refund for products purchased through emberusstore.com.

60-Day Return Window
You have 60 calendar days from the date you receive your item to request a return and refund. This is a generous window designed to give you ample time to test and evaluate your Ember temperature control mug under real-world conditions. If 60 days have passed since your delivery date, we unfortunately cannot offer you a refund or exchange. The 60-day period begins on the date shown on the delivery confirmation provided by our shipping carrier.

Eligibility Criteria
To be eligible for a refund, the following conditions must be met: The item must be unused and in the same condition that you received it. The item must be in its original packaging, including all accessories, charging coasters, lids, instruction manuals, and any original protective films or stickers. The item must not show signs of physical damage, including cracks, deep scratches, water damage (other than normal beverage use on the interior ceramic coating), or damage from dropping. The item must be returned with a valid return authorization number issued by our customer service team. Items returned without a return authorization may be rejected and sent back to you at your expense.

Non-Refundable Items
Certain items are not eligible for refunds: gift cards; final sale or clearance items explicitly marked as non-returnable on the product page; items that have been modified or repaired by any party other than the manufacturer or our authorized service center; items damaged due to abuse, neglect, or improper cleaning (including submerging the handle or bottom electronic components in liquid); and items purchased from unauthorized third-party resellers not listed on emberusstore.com.

How to Request a Refund
To initiate a refund, email [email protected] within the 60-day window. Your email must include your order number, the name of the product you wish to return, and the reason for return (optional but appreciated). You will receive a return authorization and the return shipping address within 2 business days. Please write your return authorization number clearly on the outside of your package. You are responsible for the cost of return shipping unless the item arrived damaged or defective, in which case we will provide a prepaid shipping label.

Refund Processing Time
Once we receive your returned item at our designated return facility, we will inspect it within 5 business days. After inspection, your refund will be processed within 5 to 10 business days. The total timeline from our receipt of your return to the refund appearing in your account is therefore between 5 and 10 business days. Please note that your bank or credit card issuer may require additional time to post the refund to your account. If you have not seen the refund after 15 business days from our confirmation email, please contact your financial institution first, then reach out to us.

Partial Refunds
Partial refunds may be granted in the following situations: items that show obvious signs of use (such as beverage residue, scratches from spoons, or signs of dishwasher use when hand wash is recommended); items missing original packaging or accessories; items returned after 60 days but before 75 days (subject to a fifteen percent restocking fee). Any partial refund decision will be communicated to you via email before the refund is processed.

Damaged or Defective Items
If your Ember mug arrives damaged or contains a manufacturing defect, you are not required to use the 60-day return window. Instead, contact us immediately. We will offer a refund or replacement at no cost to you, including free return shipping. The refund for defective items will be processed within 5 business days of our receipt of the defective unit.

Late or Missing Refunds
If you have not received your refund after 10 business days from the date we confirmed processing, first check your bank account again. Then contact your credit card company or payment processor, as there is often a processing delay before a refund is officially posted. If you have completed these steps and still have not received your refund, please contact us at [email protected].

Currency and Payment Method
All transactions on emberusstore.com are processed in United States Dollars (USD). Refunds will be issued in USD to the original payment method used at checkout. We cannot issue refunds in other currencies or to different payment accounts.

Contact Information
For all refund-related inquiries, please email [email protected] with your order number and the word "REFUND" in the subject line.