Refund policy

Lumina by EmberWorks - Return & Refund Policy

Effective Date: March 5, 2026

EmberWorks is committed to delivering reliable, high-quality products. The following policy outlines how refunds, returns, and exchanges are handled.

 

Return Eligibility 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must meet the following criteria:

  • The product is unused and 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. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. 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.

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.
  4. 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

  • Customers are responsible for return shipping costs, unless the item is defective or incorrect. 
  • 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 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 before shipment by contacting support@ember-works.com. Once an order has shipped, it must follow the standard return process outlined above.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refund processing typically takes 5-10 business days depending on the payment provider. Shipping fees from the original order are non-refundable.