Refund policy
At EmberCask™, we take pride in the quality and craftsmanship of every product we create. Each item is carefully inspected before shipment to ensure it meets our quality standards.
Please review our Refund & Return Policy before placing your order.
30-Day Quality Guarantee
Every purchase is backed by our 30-Day Quality Guarantee.
If your order arrives:
- Damaged during transit
- Defective due to a manufacturing issue
- Incorrect compared to your order
please contact us within 30 days of delivery, and we'll work with you to make it right.
Our Quality Guarantee is intended to protect customers against product-related issues and does not cover delivery timing or personal preference.
What Is Not Covered
Our guarantee does not apply to:
- Change of mind or buyer's remorse
- Delayed deliveries caused by shipping carriers
- Missed holiday or event delivery dates
- Natural variations in wood grain, color, texture, or handcrafted characteristics
- Incorrect shipping information entered during checkout
- Normal wear and tear after use
Because every EmberCask™ cup is handcrafted from natural wood, no two pieces are exactly alike. These unique characteristics are part of the product's authentic craftsmanship and are not considered defects.
Return Eligibility
Returns are accepted only when an item:
- Arrives damaged
- Arrives defective
- Is the wrong product
Returns for any other reason are not accepted.
Reporting Damaged or Defective Items
Please inspect your package as soon as it arrives.
To submit a claim, contact us within 48 hours of delivery at:
Your request should include:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the packaging
- Photos of the shipping label (if visible)
Claims submitted after the 48-hour inspection period may not qualify for replacement or refund.
Return Shipping
If a return is required after your claim has been approved:
- Customers are responsible for return shipping costs unless otherwise stated.
- Original shipping charges are non-refundable.
- Returns must be authorized by EmberCask™ before being sent.
Unauthorized returns may be refused.
In certain situations, we may resolve your claim without requiring the product to be returned.
Resolution Options
Once your claim has been reviewed, we will determine the most appropriate solution.
Depending on the circumstances, we may provide:
- A replacement product
- Store credit
- A refund to the original payment method
The final resolution will be determined by EmberCask™ based on the nature of the claim.
Order Cancellations
Orders may be canceled within 12 hours after purchase.
After this period, your order may have already entered production or fulfillment and can no longer be canceled.
Orders that have already shipped cannot be canceled.
Final Sale Items
The following items are considered Final Sale and are not eligible for return or refund unless they arrive damaged or defective:
- Discounted or clearance items
- Personalized or custom-made products
- Gift cards
- Products showing signs of use or misuse after delivery
Shipping Delays
Estimated delivery dates are provided for reference only.
Shipping delays caused by:
- Weather
- Customs inspections
- Carrier disruptions
- Peak holiday seasons
- Other events beyond our control
do not qualify for refunds, returns, or chargebacks.
European Union Customers
For orders delivered within the European Union, customers may have the right to cancel their purchase within 14 days of receiving the product, in accordance with applicable consumer protection laws.
To qualify:
- Items must be unused
- Returned in their original packaging
- Include proof of purchase
Unless required by law, return shipping costs remain the customer's responsibility.
Refund Processing
If a refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Processing times may vary depending on your financial institution.
Contact Us
If you have any questions regarding returns or refunds, please contact our Customer Support Team.
EmberCask™
Email: support@shopembercask.com
We aim to respond to all inquiries within 24–48 business hours.
Acceptance of This Policy
By placing an order through ShopEmberCask.com, you confirm that you have read, understood, and agreed to this Refund & Return Policy, including the terms of our 30-Day Quality Guarantee.