RETURNS & DAMAGED ITEMS POLICY
All products sold by Ember Drift are made to order and manufactured specifically for you once your order has been placed. As a result, we do not offer refunds, returns, or exchanges for any orders.
Please note that orders cannot be amended or cancelled more than 24 hours after they have been placed. If you believe you have made an error with your order, please contact us as soon as possible at studio@emberdrift.co.uk.
While rare, products may occasionally be damaged during transit. If your order arrives damaged, please email detailed photographs of both the damaged item(s) and the packaging to studio@emberdrift.co.uk.
Upon review, Ember Drift may, at its sole discretion, repair or replace any product that is determined to have sustained material damage during shipping.
To request a damage review, the following conditions apply:
1. Photographs must clearly show the damaged areas and be submitted in JPEG or PNG format.
2. Damage claims must be submitted within 72 hours of the delivery date recorded by the shipping carrier.
3. Photographs must be taken immediately upon receipt of the item(s), before they are hung, installed, or otherwise used.
4. If a replacement or repair is approved, fulfilment will be subject to manufacturing capacity, inventory availability, and shipping schedules at the time. Where applicable, customers may be responsible for return shipping costs.
5. By submitting a damage claim, you acknowledge and agree to the terms outlined above.