Returns
RETURNS
Before processing a return, we would love the opportunity to resolve any issues you are experiencing. If you decide to proceed with a return, please be aware that you will be responsible for arranging the return delivery.
- Return request is submitted within 10 business days of the carrier-confirmed delivery date.
- For all items except the Serum Bar, which has a try for 30 days return policy, all Items must be unopened, unused, and in their original packaging or with the original tamper seal to receive a refund
- Items are not final sale.
- Items were not received as part of an exchange.
- Items were purchased directly from emberwellness.ca and emberwellness.com (not from third-party retailers).
Unopened and unused products in their original packaging: Returns are accepted within 10 business days of the carrier-confirmed delivery date. A full refund, less original shipping fees, will be issued to your original payment method.
Opened or used products: We are happy to offer store credit toward a future purchase, provided the return request is submitted within 10 business days of delivery.
Items purchased as part of a bundled set: Are final sale and are not eligible for return or exchange. Because our sets are packaged and priced as a discounted set, we are unable to accept returns or process exchanges on individual items within a bundle under any circumstance — regardless of whether the item has been opened or used. The only exception to this policy is if an item within the set arrives damaged or defective, in which case our standard damaged item process applies and Ember Wellness will work to make it right.
Ember Wellness Corp. reserves the right to refuse returns or exchanges that do not meet our policy criteria. Original shipping fees are non-refundable. Returns sent without prior authorization cannot be processed.If you have purchased an Ember Wellness product from a third party retailer, you must contact that retailer to process a return.
HOW TO SUBMIT A RETURN
1. Email hello@emberwellness.com with subject “Return Request: [ORDER NUMBER]” and the following information:
- The product(s) you wish to return
- Reason for return
- Photo showing the item and intact packaging (if applicable)
2. Our team will review your request and issue a Return Authorization Number and instructions on where to ship your return to. Returns received without a valid RA# will not be accepted or processed.3. Ship the return package with your preferred carrier and provide hello@emberwellness.com with the tracking number, under the same “Return Request” email thread.Note: Customers are responsible for arranging delivery for their return; Ember Wellness Corp. will not provide a return label. For your protection, we recommend using a trackable and insured shipping service, as Ember Wellness is not responsible for items lost or damaged in return transit. If the item is not received, we are unable to process your return.4. Once your package is delivered to our warehouse, please allow 2-5 business days for inspection and processing.5. After approval, your bank/payment provider typically posts the refund within 3–10 business days. We will email you a confirmation once issued.