Returns & Refund Policy

At Ember & Kindle, we want you to be completely satisfied with your purchase. While our firewood products are carefully selected and prepared, we understand that there may be rare occasions where you need to contact us about a return or refund.

Eligibility for Returns and Refunds:

  • Returns and refunds are accepted within 14 days of delivery.
  • The item must be unused, in its original condition, and returned in the same packaging in which it was received.
  • Due to the nature of our products, used or partially used firewood cannot be returned or refunded.
  • Custom or special orders are non-refundable, unless there is a manufacturing or packaging error on our part.

How to Start a Return:
To initiate a return or refund request, please contact our support team at support@emberkindle.co.uk.

Please include your order number, photos (if applicable), and a brief description of the issue to help us resolve your query quickly.

Return Shipping:

  • If the return is the result of an error or fault by Ember & Kindle, we will arrange and cover the return shipping costs.
  • If the return is due to a change of mind or customer error, the buyer will be responsible for the cost of return shipping. We recommend using a tracked delivery service to ensure the item reaches us safely.

Refunds:

  • Once the returned goods have been received and inspected, refunds will be issued to the original payment method.
  • Please allow 5–7 business days for the refund to appear in your account, depending on your payment provider.

Damaged or Incorrect Items:
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. We may request photos or additional information so our team can assess the issue and arrange a replacement or refund.

Customer Support:
If you have any questions regarding your order or need help with a return, our friendly customer support team is here to help.