Return & Refund Policy

Updated: July 27, 2026

 

EmberWorks is committed to delivering reliable, high-quality products and digital services. This policy outlines how refunds, returns, exchanges, cancellations, and subscription terms are managed across physical products and the Lumina Link app subscription tiers.

 

Return Eligibility 

We offer a 30-day return window for physical products purchased through our website. You may request a return within 30 days of receiving your Lumina Tag or any other physical item sold by EmberWorks.

To qualify for a return, the item must meet the following conditions:

  • The product is in its original condition.
  • The product is returned in its original packaging with all included accessories.
  • Proof of purchase is provided (order number or receipt).

Returns that do not meet these conditions may not be accepted. EmberWorks reserves the right to refuse returns that do not comply with this policy.

If your return is accepted, we provide a return shipping label and instructions for return shipment. For standard returns, the cost of return shipping is deducted from your refund unless otherwise stated. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at support@ember-works.com. 

 

Damages and Issues 

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Customers must notify us within 7 days of delivery if a product arrives damaged, defective, or incorrect.

Damaged, defective, and incorrect products upon arrival are handled separately from standard returns and are not subject to the product requirement above.

To initiate a resolution:

  1. Email support@ember-works.com with your order number.
  2. Include photos of the product and packaging showing the issue.
  3. Include a description of the issue. 

Our support team will review the request and provide instructions for replacement, repair, or refund.

Approved claims may be resolved with:

  • A replacement product, or
  • A full refund to the original payment method.

 

Exceptions / Non-Returnable Items

The following items are not eligible for return or refund:

  • Products showing signs of use, damage, or modification.
  • Digital products or downloadable software.
  • Final sale or clearance items.
  • Products damaged due to misuse, improper installation, or unauthorized repair.
  • Gift cards or vouchers.

 

Return Shipping

For standard returns, customers are responsible for return shipping costs, which will be deducted from the refund if a return label is provided by EmberWorks. For defective, damaged, or incorrect items, return shipping will be covered by EmberWorks.

We recommend using a trackable shipping service. EmberWorks is not responsible for lost return shipments.

 

Return Process

To initiate a return:

  1. Contact support@ember-works.com with your order number and reason for return.
  2. We will review the request and, if approved, provide return authorization and instructions.
  3. Ship the product back using the provided instructions.

Unauthorized returns will not be accepted.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Order Cancellations 

Orders may be cancelled by contacting support@ember-works.com for a full refund if the cancellation request is received before the order has been processed or shipped. Once an order has been processed or shipped, it cannot be cancelled, and you must follow the standard return process outlined above.

We reserve the right to cancel any order due to product availability, pricing errors, payment issues, or suspected fraud. If we cancel an order, a full refund will be issued to the original payment method.

 

Refunds

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method. 

Refund processing typically takes 5-10 business days after approval, depending on the payment provider. Original shipping charges are non-refundable.

 

Subscription Billing

Subscriptions are billed in advance on a recurring basis (monthly, quarterly, or annually, depending on plan selection). By subscribing, you authorize EmberWorks to charge your selected payment method on a recurring basis until cancellation. 

Prices, features, and tiers may be updated from time to time. Any changes will be communicated in advance where required. 

 

Free Trials 

If a free trial is offered:

  • Billing begins automatically at the end of the trial period unless cancelled beforehand
  • Users are responsible for cancelling before trial expiration to avoid charges

 

Subscription Cancellations

You may cancel your subscription at any time through your account settings or by contacting support.

Cancellation terms:

  • Access continues until the end of the current billing period
  • No prorated refunds are provided for unused time within a billing cycle
  • Future renewals will be stopped upon cancellation

Subscription Refund Policy

Subscription fees are generally non-refundable except in the following cases:

  • Duplicate charges due to technical error
  • Billing errors attributable to EmberWorks
  • Mandatory refunds required under applicable consumer protection laws

All refund requests are reviewed on a case-by-case basis.

Downgrades and Plan Changes

  • Plan upgrades take effect immediately, with prorated charges where applicable
  • Downgrades take effect at the next billing cycle
  • No retroactive credits are issued for downgrades

Subscription Suspension or Termination by EmberWorks

EmberWorks reserves the right to suspend or terminate subscription access in cases of:

  • Suspected fraud or abuse
  • Violation of terms of use
  • Payment failure or chargebacks
  • Security or system integrity concerns