Effective October 2025

Emberhaus Return
& Shipping Policy


We want your purchase to be an enjoyable and effortless experience. Each Emberhaus product is crafted with care and precision, and our team is here to support you every step of the way—from order to delivery, and beyond. If you have questions at any point, our dedicated team can be reached at concierge@emberhaus.com.






Shipping Inspection & Damage


Please inspect your order immediately upon delivery. If your shipment arrives damaged, follow the steps below so we can help resolve the issue quickly:

  1. Before signing the delivery receipt, carefully inspect all visible surfaces of the product for damage.
  2. Document the damage by taking clear photos of the affected areas.
  3. Note any visible damage in writing on the delivery receipt before signing it.
  4. Contact us within two (2) business days at concierge@emberhaus.com with your order details and photos so we can initiate a claim with the carrier.


We cannot accept responsibility for shipping damages reported beyond two (2) business days of delivery.


Returns & Exchanges


We stand behind the quality of every Emberhaus product. If for any reason you wish to return your purchase, please review the following guidelines:

  • Eligibility: Returns are accepted for unused products only. Products that have been installed, used, or modified are not eligible for return.
  • Timeline: You may return or exchange your unused product within 30 days of delivery.
  • Restocking Fee: Returns for reasons other than product defect, shipping damage, or an order error on our part are subject to an 18% restocking fee.
  • Custom Orders: Personalized or custom-color products are non-returnable unless defective or damaged upon delivery.

To initiate a return or exchange, please email concierge@emberhaus.com. Our concierge team will issue a Return Authorization Number (RA#) and guide you through the process. Returns received without prior authorization may be refused or subject to additional fees.



Order Cancellations


If you need to cancel your order, please reach out to us as soon as possible.

  • Within 24 hours: Orders may be canceled at no charge if production has not yet begun.
  • After 24 hours: Orders canceled after this period may be subject to a 5% cancellation fee.
  • In Production: Orders canceled once production has started will incur an 18% restocking fee.

Custom or personalized products cannot be canceled once production has begun.



We’re Here to Help


Our team is committed to ensuring your Emberhaus experience meets the highest expectations.
If you have any questions about your order, delivery, or return, contact us at:
concierge@emberhaus.com