Refund Policy

At Ember Malls, we are committed to ensuring your complete satisfaction with every purchase of our patented temperature controlled mugs, travel mugs, tumblers, and baby bottle systems. Our Refund Policy is designed to be transparent, straightforward, and customer-friendly, providing you with peace of mind when shopping on embermalls.com.

1. Eligibility for Refunds

All products purchased from embermalls.com are eligible for a full refund, provided the following conditions are met:
  • The request for a refund is submitted within 60 days from the date of delivery of your order.
  • The product is returned in its original condition, including all original packaging, accessories, and tags. Products that are damaged, used, modified, or missing parts may be ineligible for a full refund, at our discretion.
  • The product is not a custom or personalized item (if applicable; custom items may have separate return and refund terms, which will be clearly stated at the time of purchase).
This refund policy applies to all orders, regardless of order value, and includes our entire product line: patented temperature controlled mugs, travel mugs, tumblers, and baby bottle systems.

2. Free Return Shipping

We offer free return shipping on all eligible refund requests. You will not be charged any additional fees for returning products to us. Once your refund request is approved, we will provide you with a pre-paid return shipping label via email, which you can use to send the product back to our warehouse at no cost to you.

3. Refund Process

To initiate a refund, please follow these simple steps:
  1. Contact our customer support team at press@embermalls.com, providing your order number, product details, and reason for the refund request. Please include clear photos of the product and its packaging if the item is damaged or defective.
  2. Our team will review your request within 1-2 business days. If approved, we will send you a pre-paid return shipping label and detailed instructions for returning the product.
  3. Ship the product back to us using the provided label. Please ensure the product is securely packaged to prevent damage during transit.
  4. Once we receive and inspect the returned product (typically 3-5 business days after you ship it), we will process your refund. Refunds are issued to the original payment method used for the purchase.

4. Refund Timeline

After we inspect and approve your returned product, we will process your refund within 5-10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or payment processor, but typically ranges from 1-3 business days after processing. We will send you an email confirmation once the refund has been processed.

5. Order Cancellations

If you wish to cancel an order before it is shipped, please contact us at press@embermalls.com as soon as possible. Orders that have not yet been processed (within 1-3 business days of placement) can be canceled for a full refund, with no fees applied. If your order has already been shipped, you will need to follow the return and refund process outlined above once you receive the product.

6. Damaged or Defective Products

If you receive a product that is damaged during shipping or defective (e.g., malfunctioning temperature control feature), please contact us immediately at press@embermalls.com. We will arrange for a free replacement or a full refund, at your preference. You may be asked to provide photos of the damage or defect to assist with our review. We will cover all return shipping costs for damaged or defective products, and expedite the refund or replacement process to minimize any inconvenience.

7. Non-Refundable Items (If Applicable)

At this time, all our products (patented temperature controlled mugs, travel mugs, tumblers, and baby bottle systems) are eligible for refunds within the 60-day period, provided they meet the eligibility criteria. We do not currently offer non-refundable items, except for custom or personalized products (if available), which will have clear refund terms at the time of purchase.

8. Currency and Refund Amount

All transactions on embermalls.com are processed in USD (United States Dollars). Refunds will be issued in the same currency as the original purchase, with no currency conversion fees applied. The refund amount will be equal to the total amount paid for the product, including any applicable taxes (if applicable), minus no additional fees—we do not charge restocking fees for eligible returns.

9. Contact Us

If you have any questions, concerns, or need assistance with a refund request, please contact our customer support team at press@embermalls.com. Our team is dedicated to helping you resolve any issues promptly and ensuring a smooth refund experience.
By making a purchase on embermalls.com, you agree to the terms and conditions outlined in this Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page. We recommend reviewing this policy periodically to stay informed about our refund practices.