Our Promise
Guarantee & Refund Policy
Last updated: April 2026
We stand behind every product we make. If something isn't right, we'll make it right — no runaround, no hassle.
60-Day Guarantee
Every Ash & Ember product is backed by our 60-day guarantee. We are committed to creating thoughtfully designed products that deliver exceptional quality, performance, and style — and we mean it.
If you're not fully satisfied with your purchase within 60 days of delivery, contact us and we'll arrange an exchange or full refund.
What's Covered
| Covered | Not Covered |
|---|---|
| Functional defects on arrival | Wear and tear from regular use |
| Damage on arrival | Damage due to misuse or consumer modifications |
| Product not as described | Issues outside the 60-day window |
How to Request a Return or Refund
- Contact us at hello@ashandember.us within 60 days of delivery
- Describe the issue and include your order number
- We'll respond within 24 hours with next steps
- Ship the item back using the prepaid label we provide
The Fine Print
- Return items — when possible, include original packaging, accessories, and all parts
- Free return shipping — Ash & Ember will arrange and provide free return shipping for approved returns
- Refund timeline — refunds are issued within 5–7 business days after we receive and inspect your return
- Exchanges — if you'd prefer an exchange over a refund, just let us know and we'll take care of it
Satisfaction Guarantee
Your satisfaction is our top priority. We stand behind our products and our service so that you can purchase, use, and enjoy Ash & Ember products with complete confidence.
If anything feels off — even outside of a standard return — let us know. We value you and your experience, and we will always find a solution tailored to your situation.
Questions about a return or refund?
hello@ashandember.us — we respond within 24 hours.