Refund policy
Returns, refunds & exchanges
We want you to feel confident shopping with Ember & Oak. This policy applies to candles, wax melts, snap bars and collections, including products received in Club boxes.
Our 30-day goodwill returns offer
For unused, unopened products in their original condition, tell us within 30 days of delivery that you would like to return them. After notifying us, send them back within 14 days. Please retain original packaging where reasonably possible and package your return securely.
This additional offer does not limit your statutory cancellation rights or rights concerning faulty, damaged or misdescribed goods. Sale items are included.
Your statutory right to cancel an online purchase
You can tell us you wish to cancel within 14 days from the day after you receive your goods, without giving a reason. You then have a further 14 days to return them. You may inspect goods as you would in a shop; the unused and unopened conditions of our goodwill offer do not restrict this right.
We may reduce a refund only for loss in value caused by handling beyond what is necessary to establish the goodsβ nature, characteristics and functioning. Original packaging is not a condition of your statutory cancellation right.
Return postage and delivery refunds
You pay return postage for change-of-mind returns. For cancellation of a whole order under your statutory rights, we refund the standard outbound delivery charge paid, but not any additional premium for a more expensive delivery service. Under our additional 30-day goodwill offer, we also refund the standard outbound delivery charge when the whole order is returned. For partial change-of-mind returns, the original delivery charge is not refunded unless required by law.
Faulty, damaged or incorrect products
Contact us if an item is faulty, damaged or does not match its description. We will provide an appropriate remedy in accordance with your consumer rights and cover reasonable necessary return postage for faulty, damaged or incorrect goods. Please include your order number and, where useful, photographs. An item does not have to be unused or unopened for you to exercise these rights.
How and when we refund
Refunds are made to the original payment method, without a restocking fee. We process change-of-mind refunds within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Your bank or payment provider may take additional time to display the refund.
Club subscriptions
Returns of products and cancellation of future subscription renewals are separate. Returning a Club box does not automatically cancel future renewals. To stop future monthly boxes, contact us to cancel your subscription. This does not affect any applicable statutory cancellation or refund rights.
How to arrange a return or exchange
Email hello@emberoak.co.uk with your order number, the products concerned and whether you want a refund or exchange. A reason is optional for statutory change-of-mind cancellation. We will provide the return address and practical instructions. Contacting us for instructions does not limit your right to notify cancellation by another clear statement. Please obtain proof of posting.
Exchanges are subject to availability; contact us to discuss the options. Your statutory consumer rights are not affected.