Ember Peak Works values ​​every customer’s shopping experience. If the wooden furniture you purchased has quality issues, we will assist you with a return or refund request in accordance with this policy and applicable laws.
1. Return and Refund Period
If the item you received has quality issues, you may contact us to request a return or refund within 30 days of the delivery date.
To help us verify the issue, please provide your order number, a description of the problem, and clear photos or videos when submitting your request.
Return or refund requests are subject to verification and will be processed in accordance with this policy and applicable laws.
2. Eligibility for Requests
You may submit a return or refund request in the following situations:
The item has manufacturing defects or other confirmed quality issues.
The item was damaged during shipping.
The item received differs substantially from the item ordered.
Other circumstances requiring a return, refund, or related remedy under applicable laws.
Normal wood grain, natural color variations, and other natural characteristics that do not affect the item’s normal use are generally not considered quality defects, unless otherwise stipulated by applicable laws.
3. Application Process
Please follow these steps to submit a request:
Contact us: Send us an email.
Provide order information: Please include the order number, delivery date, and product name.
Describe the issue: Provide a description of the problem and attach relevant photos or videos for verification.
Wait for the outcome: After verifying your request, we will inform you of the applicable return, refund, or other solution, as well as the next steps.
Please wait to ship the item back until you have received our return instructions to avoid issues with the return address or shipping arrangements.
4. Refund Processing
For requests verified as eligible for a refund, we will process the refund in accordance with applicable laws and the resolution agreed upon by both parties.
Refunds are typically issued to the original payment method. The actual time it takes for funds to appear in your account may vary depending on the processing speed of the payment service provider, issuing bank, or financial institution. If a refund has been approved but has not yet been received, please first contact your payment service provider or bank; if you still have questions, please feel free to contact us.
5. Return Shipping Costs
If an item is confirmed to have quality issues or damage incurred during shipping, we will cover or arrange for reasonable return shipping costs, subject to the specific circumstances and applicable laws.
If the reason for the return does not fall under the quality issues defined in this policy, the acceptance of the return and any associated costs will be determined in accordance with applicable laws and the policies we have clearly communicated in advance.
6. Item Inspection and Processing
To assist in verifying quality issues, please retain the item, packaging materials, order confirmation information, and relevant photos whenever possible.
We may need to conduct a reasonable verification based on the nature of the issue, the extent of the damage, and relevant evidence. For items eligible for a refund, we will provide an appropriate resolution in accordance with the law.
Unreasonable inspection requirements or procedures shall not be used to impede consumers’ rights to refunds, returns, or other remedies to which they are entitled by law.
7. Exceptions to General Return Policy
We may decline return requests that are not based on quality issues but rather on personal preference or a change of mind, unless explicitly permitted by other policies on our website or required by applicable law.
This clause does not limit any non-waivable rights consumers may have under applicable law.
8. Contact Us
If you have any questions regarding returns, refunds, or product quality, please contact us via the following method:
Contact Email: decor@emberpeakworks.store
Thank you for choosing us. We are committed to providing you with a fair and transparent after-sales process.
