Returns

1. Request a Return:
Contact us via our email address info@emberempress.com. In the email, please provide a detailed description of the reason for the return and attach photos supporting your request. Confirm your return request by including your order number, purchase date, and delivery address.

2. Print and Sign Return Form:
After reviewing your request, we will send a return form to your email address within 5 business days. Print the return form on plain white A4 paper. Sign the form using a blue or black pen. Signatures in other colors will not be accepted. Your signature must be clear and legible. Unsigned forms will not be accepted.

3. Validate the Return Form:
Prepare an envelope with sufficient postage to send the form back to us. Place the signed return form in the envelope and seal it. Send the envelope to the address provided in the email with the return form. We cannot validate return forms sent to the wrong address.

4. Wait for Validation:
Our returns department will review your return form and validate your return request. This process may take up to 10 business days. We will notify you via email once the validation is complete. If we need further information, we will contact you.

5. Return the Product:
Once your return form is validated, we will send you a confirmation with detailed instructions on how to return the product. You must use the specific shipping method and label provided by us. Ensure that the product is well packaged and protected during transit. Use the original packaging if possible. We are not responsible for products that are damaged during return shipping.

6. Wait for Refund:
Once we have received and approved your return, we will begin processing the refund to the same payment method you used for your order. The refund process may take up to 5 business days from the time we receive and approve the product. You will receive an email once the refund has been processed. Please note: We reserve the right to deny returns that do not follow these instructions or that violate our return policy.