Our Commitment to You

At emberk.co, we stand behind the quality of our products. We want you to love what you order, and if for any reason you're not completely satisfied, we're here to help. This policy outlines your rights and the process for returns and refunds, in compliance with consumer protection laws.

1. 30-Day Satisfaction Guarantee

You have 30 days from the date you receive your order to request a refund. This applies to both first-time and returning customers.

Try It Risk-Free

We understand you want to try our products before committing. That's why we offer the following policy for first-time orders:

• One (1) bag of each flavour may be opened and sampled

• Opened bags do not need to be returned

• If you're not satisfied, you'll receive a full refund for those opened trial bags—no questions asked

What Can Be Returned

2. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

1. Contact Us: Reach out to our Customer Care team within 30 days of receiving your order. You can contact us at:

Email: hey@emberk.co

Website: https://emberk.co/pages/contact

1. Receive Return Instructions: Our team will provide you with detailed return shipping instructions and a return authorization number.

2. Ship Your Return: Package your items securely and ship them back using the instructions provided. We recommend using a trackable shipping method.

3. Refund Processing: Once we receive your return at our warehouse, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method.

3. Refund Details

Full Refunds

You are entitled to a full refund of the product purchase price when:

• You return unopened products within 30 days of delivery

• You are a first-time customer returning opened trial bags (one per flavour)

• Your order arrived damaged, defective, or incorrect 

4. Subscription Orders

If you have subscribed to recurring orders:

• Cancellation: You may cancel your subscription at any time through your account dashboard or by contacting customer support. Cancellations must be made before your next billing date to avoid being charged.

• First subscription order: Your first subscription order is covered by our full 30-day satisfaction guarantee, including the trial allowance of one opened bag per flavour (no return required).

• Second order onward: For subsequent subscription orders, we accept returns of unopened bags only within 30 days of delivery. Return shipping costs will be deducted from your refund amount.

• Flexibility: You can skip, pause, or modify your subscription at any time through your account. We recommend adjusting your delivery schedule if you have excess product to avoid the need for returns.

5. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or contains incorrect items:

1. Contact us immediately at hey@emberk.co

2. Include photos of the damaged or incorrect item(s) and your order number

3. We will send a replacement at no additional cost or provide a full refund, including any shipping charges

6. Non-Returnable Items

The following items cannot be returned for a refund:

• Products returned/shipped after 30 days from delivery date

• Opened products beyond the trial allowance (one bag per flavour for first-time orders)

• Gift cards or promotional items

• Items returned without prior authorization