Refund policy

Return & Refund Policy

At Desert Ember Co., we take pride in creating quality products and want you to be happy with your purchase.

Standard Products

Returns of unused, non-customized products are accepted within 14 days of delivery. Items must be returned in their original condition and packaging.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.

Once the returned item has been received and inspected, approved refunds will be issued to the original payment method.

Custom & Personalized Products

Because custom and personalized products are created specifically for you, all custom and personalized sales are final and cannot be returned or exchanged.

If your custom item arrives damaged, defective, or does not match the approved order specifications, please contact us so we can make it right.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include your order number and photographs of the item and packaging.

Depending on the circumstances, Desert Ember Co. may provide a replacement, repair, or refund.

Return Condition

Returned items must be unused and in their original condition. Items that have been used, altered, damaged after delivery, or returned without appropriate packaging may not qualify for a refund.

Cancellations

Orders may be canceled before production or fulfillment has begun. Custom or personalized orders cannot be canceled once design approval or production has started.

Contact Us

For return, refund, or order concerns, please contact Desert Ember Co. through the contact information provided with your order or on our website.

Desert Ember Co. reserves the right to evaluate returns and refunds on a case-by-case basis consistent with this policy.