Refund policy

At Ember House, we take pride in creating handcrafted collectible lighters. If you're not completely satisfied with your purchase, we're here to help.

Return Window

You may request a return within 30 days of receiving your order. To start a return, please contact us first at:
Email: service@emberhouse.com
Returns sent without prior authorization will not be accepted.

Return Eligibility

To be eligible for a return:

The item must be unused and in its original condition.
The item must include its original packaging.
Proof of purchase or your order number is required.

Non-Returnable Items

The following items cannot be returned:

Custom-made or personalized products
Clearance or final sale items
Products marked as Non-Returnable
Items showing signs of use or damage caused by the customer

Damaged or Incorrect Items

If you receive:

A damaged product
A defective product
The wrong item

Please contact us within 48 hours of delivery.

Include:

Your order number
Photos of the product
Photos of the packaging

If the issue is confirmed, we will offer a replacement or full refund at no additional cost.

Return Shipping

If the return is due to our mistake (incorrect item, manufacturing defect, or shipping damage), we will cover the return shipping costs.
If the return is due to personal reasons (such as changing your mind or ordering the wrong item), the customer is responsible for the return shipping costs.
We recommend using a shipping service with tracking information, as Ember House is not responsible for lost return shipments.

Refunds

Once your returned item has been received and inspected, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 3–5 business days.

Please note:

Original shipping fees are non-refundable.
Processing times may vary depending on your payment provider.

Order Cancellation

Orders may be canceled before they are shipped.
Once an order has been shipped, it cannot be canceled.
For custom-made products, production may begin shortly after your order is placed. If production has already started, cancellation may not be possible.

Missing Packages

If your package has not arrived within the estimated delivery time, please contact us. If your tracking shows "Delivered" but you have not received the package, please contact us within 7 days.