At Ember Trees, we are committed to delivering a premium experience with every order. This Refund Policy explains the conditions under which refunds may be issued and our process for addressing product concerns.
1. General Refund Policy
Due to the nature of cannabis products and regulatory requirements, all sales are final once an order has been delivered and accepted. We cannot accept returns or issue refunds on products that have been delivered unless they are defective, damaged, or significantly different from what was ordered.
2. Eligible Refund Situations
- Defective Products: Products that arrive damaged, contaminated, or otherwise unusable.
- Order Errors: If you received the wrong product or quantity due to our mistake.
- Quality Issues: Products that do not meet our quality standards as verified by independent lab testing or inspection.
3. Non-Refundable Items
- Products that have been opened, used, or tampered with after delivery.
- Orders refused at delivery without prior communication.
- Products damaged due to improper storage or handling after delivery.
- Orders placed to restricted states or addresses that fail age verification.
4. How to Request a Refund
If you believe your order qualifies for a refund, please contact our support team within 48 hours of delivery:
- Email us at support@embertrees.com with your order number and photos of the product.
- Call us at (737) 777-8311 during business hours.
- Submit a request through our Contact page.
5. Refund Process
Once your refund request is approved, we will process the refund to your original payment method within 5-7 business days. You will receive a confirmation email once the refund has been issued.
6. Order Cancellations
You may cancel an order for a full refund only if it has not yet been prepared or dispatched for delivery. Once an order is out for delivery, it cannot be canceled or refunded unless it meets the conditions outlined above.
7. Delivery Issues
If your order was not delivered due to an incorrect address, failed age verification, or refusal at delivery, we cannot issue a refund. Please ensure all delivery information is accurate at checkout.
8. Questions
If you have any questions about this Refund Policy, please contact us at support@embertrees.com.