Refund policy
Returns & Refunds Policy
Ember Lumbar
At Ember Lumbar, your comfort and satisfaction are important to us. We want you to feel confident when shopping with us, and we’re committed to providing a fair and straightforward returns process.
1. Change-of-Mind Returns
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your item.
To exercise this right, please contact our customer support team within this period.
Once you have notified us of your cancellation, you have a further 14 days to return the product.
Items should be returned with their original accessories and packaging where reasonably possible. You may inspect the product as you would in a shop, but handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction from your refund for any loss in value.
2. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.
Where appropriate, we may request photographs or additional information to help resolve the issue.
Depending on your statutory rights and the circumstances, we will arrange an appropriate remedy, which may include a repair, replacement or refund.
Your statutory consumer rights are not affected by this policy.
3. How to Request a Return
To request a return, please contact our customer support team with:
- Your order number
- Your full name
- The reason for your return
- Photographs, where relevant
We will review your request and provide the appropriate return instructions.
Please do not send items back without contacting us first, as the correct return destination may vary.
Customer Support: Support@emberlumbar.com
4. Return Shipping Costs
For change-of-mind returns, customers are responsible for the direct cost of return postage unless we agree otherwise.
For faulty, damaged or incorrectly supplied products, Ember Lumbar will cover reasonable return postage costs where required by applicable consumer law.
We will provide return instructions before you send your item.
5. Refunds
Where you exercise your statutory cancellation right, we will refund the price paid for the returned item and any applicable standard outbound delivery charge.
We will issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. We may withhold the refund until one of these conditions is met.
Refunds will be made to your original payment method unless you expressly agree otherwise.
Your payment provider may take additional time to process the funds.
For faulty goods, refunds and other remedies will be handled in accordance with your statutory rights.
6. Order Cancellations
If you wish to cancel an order before dispatch, please contact us as soon as possible.
We will attempt to stop the shipment where possible.
If the order has already been dispatched, you can still exercise your applicable statutory cancellation rights.
7. Contact Us
For returns, refunds or questions about your order, please contact:
Ember Lumbar Customer Support
Email: Support@emberlumbar.com
We aim to respond to customer enquiries within two working days.
This policy does not limit or exclude any rights you have under applicable UK consumer protection legislation