At Blue Ember Store, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your product, we offer a straightforward refund and exchange process. This policy outlines the conditions, timelines, and procedures for returns, exchanges, and refunds on all Blue Ember products.
Our Promise to You
We stand behind the quality of every Blue Ember appliance. If your product doesn't meet your expectations, we'll make it right with a full refund, exchange, or replacement—no questions asked within our return window. Your satisfaction is our top priority.
1. Return Eligibility
Most new, unopened products purchased from Blue Ember.com are eligible for return within the following timeframes:
Standard Returns
- 30 days from delivery date: Full refund for new, unopened items in original packaging with all accessories, manuals, and tags.
- Opened or used items: May be eligible for exchange or store credit at our discretion, subject to inspection.
- Final sale items: Certain clearance, promotional, or customized items may be marked as "final sale" and are not eligible for return or exchange.
Defective or Damaged Products
If your Blue Ember appliance arrives damaged or is defective:
- Contact us within 7 days of delivery at support@Blue Ember.com
- Provide photos of the damage and your order number
- We will arrange a free replacement or full refund
- Return shipping costs are covered by Blue Ember for defective/damaged items
2. How to Initiate a Return or Exchange
Our simple 4-step process ensures a smooth return experience:
Contact Us
Email us at support@Blue Ember.com with your order number and reason for return. Include photos if the product is damaged.
Receive Instructions
Within 24-48 hours, we'll email you a prepaid return label (if applicable) and detailed return instructions.
Ship Your Item
Package the item securely in its original packaging with all accessories. Attach the return label and drop off at your local carrier.
Get Refunded or Exchanged
Once we receive and inspect your return (typically 3-5 business days), we'll process your refund or send your replacement.
3. What We Accept for Return
For a full refund, items must meet these conditions:
4. What We Cannot Accept
Unfortunately, we cannot accept returns for the following items:
- Items returned after 30 days from delivery date
- Products that have been installed, assembled, or modified
- Items missing original packaging, accessories, or manuals
- Products with signs of misuse, abuse, or improper maintenance
- Consumable parts (filters, water lines, batteries, etc.) unless defective
- Customized or personalized products (unless defective)
- Clearance items marked as "Final Sale" at time of purchase
5. Refunds & Exchanges
Refund Process
- Refunds are issued to the original payment method used for purchase
- Processing time: 5-10 business days after we receive and inspect your return
- Original shipping charges are non-refundable unless the return is due to our error
- Return shipping costs are free for defective or damaged items
- For credit card payments, refunds may appear as a separate transaction
Exchange Process
- Exchange for the same product: We'll ship your replacement immediately upon receiving your return
- Exchange for a different product: We'll process your return and issue a refund, then you can place a new order
- Price difference: If exchanging for a higher-priced item, you'll pay the difference. If exchanging for a lower-priced item, you'll receive a refund for the difference
- Exchanges are subject to product availability
6. Return Shipping
We provide free return shipping for eligible returns:
- Free return shipping: For defective, damaged, or wrong items shipped by Blue Ember
- Customer-paid shipping: For change-of-mind returns (except where required by law)
- International returns: Customers are responsible for return shipping costs and any customs fees
When returning an item, please use a trackable shipping service and retain your tracking number. We're not responsible for lost return shipments.
7. Frequently Asked Questions
- We’ll first process your return and issue a refund (once the original item is received and inspected).
- You can then place a new order for your preferred product. If the new item costs more, you’ll pay the difference. If it costs less, we’ll refund the difference. Please note that exchanges are subject to product availability.