Refund and Returns Policy

EMBER | embersea.com.au

At EMBER, we take care to offer travel essentials that meet their descriptions and expected quality standards. This policy explains how we assist customers with returns, refunds and product concerns.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Where a product is faulty, damaged, materially different from its description or otherwise fails to meet applicable consumer guarantees, we will provide the remedy required by law.

Requesting assistance

Contact support@embersea.com.au with your order number and a description of the issue. Photographs, where practical, can help us assess your request, but are not mandatory to exercise your statutory rights.

We may request reasonable proof of purchase. Original packaging is not required for claims under Australian Consumer Law.

Returns and return shipping

Where a return is necessary, we will provide appropriate instructions.

Reasonable return shipping costs will be reimbursed where required by law. For faulty goods that are large, heavy or difficult to return, we will arrange collection or cover appropriate return transport where required.

Refund processing

Approved refunds will generally be issued to the original payment method. Processing times depend on the payment provider.

Customers will not be required to accept store credit instead of a refund to which they are legally entitled.

Other returns

Outside the remedies required by Australian Consumer Law, EMBER does not ordinarily provide returns or exchanges solely for changes of mind, personal preferences or incorrect selections.

This does not affect any statutory right to a repair, replacement, refund or other remedy.

Contact

For assistance, email support@embersea.com.au.

Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded.