Refund policy

Order Cancellations
Prior to fulfilling your order, you are welcome to request a cancellation at any time. A small 5% restocking/cancellation fee will apply to cover our costs associated with transaction fees through Shopify.

Refunds
We have a 30-day return policy. To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. To start a return, you can contact us at info@emberprototypes.com with your order number/confirmation. You will be responsible for return shipping charges. We will notify you once we’ve received and inspected your return. If your return is accepted, we will issue a refund. Items sent back to us without first requesting a return will not be accepted. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us. A small 5% restocking/cancellation fee will apply to cover our costs associated with transaction fees through Shopify. Customized products are NOT eligible for refunds.

Warranty
We offer a 30-day warranty. If any item is defective, or unexpectedly damaged within this time period, we will replace the defective unit. Proof of damage and a detailed explanation of the issue is required for us to process and approve your claim. Damage caused by inappropriate use or handling will not be covered. To start a warranty claim, you can contact us at info@emberprototypes.com with your order number/confirmation. Customized products are NOT eligible for warranty.