Refund policy

Refund Policy

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To start a return or process a claim, please access our return portal

Our return policy is 7 days. If 7 days have gone by since your item was delivered, unfortunately we can’t offer you a refund or exchange.

Refunds incur a 15% restocking fee and the customer is responsible for return shipping fees. You can also choose to receive a STORE CREDIT for returns instead of a refund. The amount of your Store Credit is only for the item(s) you purchased and does not include the shipping. If shipping was free with purchase, you will be responsible for shipping cost associated with returned items.

Store credit cannot be applied to future purchases until we see movement on the return tracking of the products back to us. Meaning, you can not apply the store credit before we have actually issued it to you.

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Due to the high volume of orders, once your order has been placed, we cannot make changes, add items to it, or cancel it. As soon as your order is placed, it heads to our fulfillment warehouse where we cannot adjust it. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Custom or personalized items, tumblers including lids, perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at etchandember@gmail.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items upon approval. If you need to exchange it for the same item, send us an email at etchandember@gmail.com and send your item to: 625 E 1700 N Mapleton Utah US 84664.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 625 E 1700 N Mapleton Utah US 84664

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, there will be a 15% restocking fee deducted from the return amount.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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