Returns & Refunds

Last updated: 29 May 2026

Our 30-Day Money-Back Guarantee

We stand behind everything we sell. If you are not completely satisfied with your Emberhaus purchase for any reason, you have 30 days from the date of delivery to request a return or refund.

No questions asked. No lengthy processes. We want every customer to be happy.

Eligible Returns

You are eligible to request a return or refund if:

The product arrived damaged or faulty
You received the wrong item
The product is not as described on our website
You are simply not satisfied with your purchase

How to Request a Return

1. Email us at hello@emberhaus.com.au with:

Your order number
A brief description of the issue
Photos or video of the item (if damaged or incorrect)

2. Our team will respond within 24–48 hours with instructions.

3. You will be offered one of two options (your choice):

Your Two Refund Options

Option A — Full Refund (Return Required)

Return the item to us and receive a 100% refund to your original payment method.

Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

Option B — 50% Refund, Keep the Item

Prefer not to ship the item back? We will issue you a 50% refund and you keep the product.

This option is available for all returns, including change of mind.

Refund Processing

Once your return is approved, your refund will be processed within 5–7 business days to your original payment method (credit card, PayPal, etc.).

Bank processing times may vary and are outside our control.

Non-Returnable Items

The following are not eligible for return or refund:

Items returned more than 30 days after delivery (unless faulty)
Items that have been used, damaged, or altered by the customer after delivery

Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a replacement or refund. If it has a minor failure, we will repair or replace it.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at accc.gov.au.