EmberGlowHaven

Refund Policy

Thank you for ordering from EmberGlowHaven. We're committed to ensuring you're completely satisfied with your purchase. If you need to return an item, we're here to help. This policy outlines how we handle refunds to ensure a transparent process for our customers.

Cancellation Policy

If you've placed an order and wish to cancel it, please contact us at +44 20 7925 0918 immediately. Orders that haven't yet been prepared can be cancelled without penalty. However, if your order is already in preparation or has been dispatched, we may not be able to cancel it.

Wrong or Incomplete Orders

If you receive an order that is incorrect or incomplete, please contact us within 24 hours of receipt so we can make it right. We will offer a full refund or replacement of the missing or incorrect items.

Quality Issues

Your satisfaction is our priority. If you're dissatisfied with the quality of the food or beverage items you received, reach out to us within 2 hours of delivery with a photo and description of the issue. We will assess the situation and offer a refund or a complimentary replacement.

Damaged Goods

If any item arrives damaged, please contact us immediately so we can address the situation. Depending on the case, we may provide a refund or offer a replacement item.

Refund Process

To request a refund, please call our customer support team at +44 20 7925 0918 or use the contact form on our website at emberglowhaven.site. Provide us with your order number and the specific issue. Refunds are processed within 7 business days after we confirm the item is eligible for return. Refunds will be issued to the original payment method or, if necessary, via a store credit.

Non-Refundable Items

Please note that any customized orders or items sold as ‘final sale’ cannot be returned or refunded. Gift cards are also non-refundable.

Refund Timing

Once we've confirmed that your refund has been processed, it may take 5-10 business days for the funds to appear on your original payment method. The precise timing will depend on your financial institution.

Contact Information

If you have questions or concerns regarding our Refund Policy, please reach out to us:

Last Updated: April 1, 2023