Refunds are reviewed with the product, packaging, and order record in mind.
This Refund Policy applies to purchases made through EmberNest. Before sending anything back, please contact us first so we can review your order and provide the correct return instructions when applicable.
01 / Return window
Contact us promptly if your order needs review.
If you need to request a return, refund, or damaged item review, contact EmberNest support as soon as possible after delivery. Return eligibility depends on the item condition, order details, packaging status, timing, and the reason for the request.
- Include your order number, full name, email address, product name, and a short explanation of the issue.
- Do not send a product back before receiving return instructions from EmberNest support.
- Items sent back without prior approval may not be accepted or may delay review.
02 / Item condition
Returned items should be complete, clean, and carefully packed.
To be considered for return review, products generally need to be unused, uninstalled, unaltered, complete with included accessories, and returned in protective packaging.
- Keep original packaging, inserts, manuals, accessories, and protective materials until your product has been inspected.
- Items that are installed, modified, damaged after delivery, missing parts, or not packed securely may not qualify for a refund.
- Fireplace-related products should not be cleaned with harsh chemicals, disassembled, or altered before support review.
Packaging is important for damaged item review, safe return shipping, and proof of delivery condition.
03 / Damaged, incorrect, or missing items
Document the issue before discarding anything.
If your item arrives damaged, incorrect, incomplete, or appears to have a delivery issue, contact us before using, installing, repairing, or disposing of the product or packaging.
- Send clear photos of the product, packaging, shipping label, damaged area, missing part area, and any visible carton damage.
- Keep all packaging and materials until the review is complete.
- If the product seems unsafe, unstable, unusually warm, or visibly damaged, stop use and contact support immediately.
04 / Refund process
Refund reviews follow a clear support sequence.
Once your request is received, EmberNest support will review the order details and may ask for additional information. If a return is approved, we will provide instructions for the next step.
Send your order number, product name, issue summary, and photos when relevant.
Support checks eligibility, product condition, timing, and required documentation.
If approved, follow the provided return instructions and pack the item securely.
Approved refunds are issued after the return or case review is completed.
Refund timing may vary depending on payment provider processing, bank processing, carrier movement, and the time needed to inspect or review the returned item.
05 / Non-returnable or limited-return items
Some items may not qualify for refund review.
Certain situations may limit or prevent a refund depending on product condition, safety concerns, installation status, missing parts, or customer handling after delivery.
- Items that have been installed, used, modified, damaged after delivery, or returned incomplete.
- Products missing original accessories, manuals, protective inserts, or required packaging materials.
- Orders with incorrect shipping details provided at checkout, unless otherwise required by applicable law.
- Returns sent without approval, tracking, or required support documentation.
For fireplace-related products, do not continue using an item that appears damaged or unusual. Stop use and contact support with photos and order details.
06 / Contact information
Refund questions can be sent directly to EmberNest.
For refund requests, return review, delivery damage, incorrect items, or order support, contact us using the details below.
- Email: info@embernest.homes
- Phone: 9703849084
- Mailing address: 10555 W JEWELL AVE APT 24-304, LAKEWOOD, CO 80232
