Refund Policy

Refund Eligibility & Time Limit Standard

Our website implements a unified global refund service standard applicable to all orders completed on emberussale.com with a unified USD currency settlement standard. All customers who purchase Ember® temperature controlled mugs, travel mugs, tumblers, and baby bottle systems on our platform can apply for return and refund services within 60 days from the date of order delivery completion. To meet the refund eligibility, the returned products must retain original intact packaging, complete product accessories, and no artificial damage, scratches, or usage traces that affect secondary sales. Products with quality problems caused by non-human factors also meet the refund application conditions within the valid time limit, and we will provide corresponding refund services according to unified rules.

Refund Processing Procedure & Cycle

All valid refund applications will follow a unified processing cycle of 5-10 business days. After customers submit a complete refund application and return the products in compliance with the return standards, our professional team will complete product inspection and application verification within a short time. Once the refund application is approved, we will initiate the refund procedure to the user’s original payment account. The whole refund process including verification, review, and fund arrival is uniformly controlled within 5-10 business days, with no differentiated processing cycles for different regions and order amounts. Customers can inquire about the refund progress at any time via our official customer service email [email protected] to obtain real-time processing status feedback.

Special Refund Provisions & Service Explanations

Our website provides free global shipping for all orders, and the refund service does not generate additional shipping fees or hidden handling fees for eligible refund applications. For orders that have completed delivery and meet the 60-day return and refund conditions, we undertake standardized after-sales services without setting additional threshold restrictions. We do not support refund applications exceeding the 60-day valid time limit, or returns of products with artificial damage, missing accessories, and damaged original packaging. All refund rules are globally unified and publicly transparent, ensuring every customer enjoys fair and consistent refund service protection, and effectively safeguarding the legitimate shopping rights of global users.