Refund policy

UK returns, cancellations and faulty goods

This policy applies to consumers ordering for delivery in the United Kingdom. Your statutory rights are additional to any voluntary returns offer or manufacturer's warranty.

Your right to cancel an online purchase

For most goods, you may cancel without giving a reason. Tell us within 14 days after the day you receive the goods. For an order delivered in separate parts, the period normally starts after you receive the last part. You then have 14 days from telling us to send the goods back.

Email emberandcoast@gmail.com with a clear statement that you wish to cancel and enough information to identify the order. You may use the form below, but it is optional. You do not need our permission to exercise a statutory cancellation right.

Returning goods

Contact us for the correct return address or collection arrangements; different items may have different return locations. Our business correspondence address is not a general returns warehouse. Please package goods securely. You may inspect them as you would in a shop. We may make a lawful deduction for a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

For a change-of-mind cancellation, you pay the direct return cost only where we told you this before the purchase. Where goods cannot normally be returned by post, the applicable return cost or a reasonable estimate must be disclosed before you order. We do not impose a restocking fee for exercising your statutory cancellation right.

Refunds following cancellation

We refund the price and the cost of our least expensive standard delivery option. Any additional amount paid for a more expensive delivery option is not included. We normally use the original payment method and do not charge a refund fee. Where we do not collect the goods, we may withhold the refund until we receive them or you provide evidence that you sent them back, whichever happens first. The refund is made without undue delay and within the applicable 14-day legal deadline.

Faulty, damaged or incorrectly described goods

Please tell us if goods are faulty, damaged, incorrect or not as described. We are responsible for resolving the issue under UK consumer law, including any applicable right to reject, repair, replacement or refund. We cover the reasonable return or collection costs where we are legally responsible. A supplier's policy, warranty expiry, missing original packaging or a failure to report within seven days does not remove your statutory rights. Sale and discounted goods have the same statutory protection as full-price goods.

Limited cancellation exceptions

The change-of-mind cancellation right has specific legal exceptions, such as goods made to your specifications or clearly personalised, and certain sealed goods unsuitable for return for genuine health-protection or hygiene reasons once unsealed. An exception applies only where the law allows it and the relevant product information explains it. It does not remove your rights concerning faulty or misdescribed goods.

Additional 30-day returns offer

For eligible unused goods in their original condition and packaging, you may also request a voluntary return within 30 days of delivery. Contact us for the applicable return arrangements and any disclosed exclusions. Conditions of this additional offer do not restrict the statutory rights described above.

Optional cancellation form

To: Ember & Coast, for the attention of Cameron Schofield, emberandcoast@gmail.com, 52 South Road, Beccles, NR34 9NZ, United Kingdom.

I/We give notice that I/We cancel my/our contract for the following goods:
Goods and order number:
Ordered on / received on:
Name:
Address:
Date:
Signature (only if sending this form on paper):