Return & Refund Policy

At EmberGardens, we take great pride in crafting artisanal fragrances inspired by the beauty of nature. Every bottle is created with care, precision, and small-batch craftsmanship. We want every customer to feel delighted and confident with their purchase. This Return & Refund Policy outlines your rights, our responsibilities, and the process for requesting returns, replacements, or refunds for any orders placed through our store.

This policy applies to all purchases made through EmberGardens online or in-store, and it exists to ensure you receive safe, high-quality products and fair service. By shopping with us, you agree to the terms described below.

1. General Return Eligibility

Because fragrance is a personal and delicate product, we must adhere to strict quality and hygiene standards. To protect all customers, only eligible items may be returned.

We accept returns under the following conditions:

  • The item must be unused, unopened, and in its original packaging.

  • Seals, labels, and protective packaging must be intact.

  • The product may not show signs of opening, tampering, or damage caused after delivery.

  • A return request must be initiated within 30 days of the delivery date.

We cannot accept returns of:

  • Opened, sprayed, or tested fragrances

  • Items that show visible signs of use

  • Products not purchased directly from EmberGardens

  • Items damaged due to improper storage after delivery

  • Clearance or final-sale items

These restrictions ensure all customers receive fresh, safely handled products.

2. Damaged, Defective, or Incorrect Items

Although we package each order with extreme care, damages can occasionally occur during shipping. If your item arrives damaged, defective, leaking, or significantly different from what you ordered, we will happily replace it or issue a refund.

To request support:

  1. Contact us within 7 days of delivery at 214-442-1555 or through our customer support email.

  2. Include your order number, a description of the issue, and clear photos of the product and packaging.

  3. Our team will review your case within 2–3 business days and provide next steps.

If the issue is confirmed, EmberGardens will cover all return shipping costs and provide a prepaid label. A replacement or refund will be processed as soon as the returned product is received.

We reserve the right to request additional information when needed.

3. How to Request a Return

To initiate a return:

  1. Contact our customer service team.

  2. Provide your name, order number, contact information, and reason for return.

  3. Wait for a Return Authorization Approval (RAA).

  4. Ship your product using the instructions provided.

  5. Keep your tracking number for your records.

Unauthorized returns or items returned without approval may not be accepted.

4. Refund Processing

After we receive and inspect your returned item:

  • Approved refunds will be issued to your original payment method within 5–10 business days.

  • Shipping fees and taxes may be non-refundable unless the return is due to an EmberGardens error.

  • If a gift card was used, refunds will be issued as store credit.

  • Returns that fail inspection may be denied or issued partial refunds.

We will inform you of approval or denial once inspection is complete.

5. Exchanges

Customers may request an exchange for eligible items. Exchanges are only permitted for products of equal or lesser value. Additional fees may apply if exchanging for a higher-priced item.

Exchange requests must follow the same approval process as returns.

6. Non-Returnable Circumstances

We cannot approve returns or refunds for:

  • Products exposed to extreme temperatures after delivery

  • Scents that “smell different” from expectation (personal scent preferences are not product defects)

  • Allergic reactions (please review ingredients prior to purchase)

  • Purchases made through unauthorized resellers

  • Items lost due to incorrect shipping information provided by the customer

7. Lost or Stolen Packages

If your tracking information shows “Delivered” but you cannot locate your order:

  • Check with neighbors or your mailroom

  • Verify shipping information

  • Contact the carrier for assistance

EmberGardens is not responsible for lost or stolen packages after confirmed delivery, but we will do our best to assist you.

8. Contact Information

If you need help with a return or refund, please contact us:

Phone: 214-442-1555
Address: 13727 Noel Road, Suite 750, Dallas, Texas 75240

We are here to support you with care, respect, and transparency.