Refund policy
Returns & Refund Policy
Last updated: June 2026
At The Ember Trail, we want you to love what you've ordered. If something isn't right, we're here to make it right.
Your Right to Cancel (UK & EU Customers)
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items, without giving a reason. To exercise this right, contact us at support@embertrail.life within 14 days of delivery.
Items must be returned unused, in their original condition and packaging, within 14 days of notifying us of your cancellation.
Our Returns Window
Outside of your statutory rights, we accept return requests within 30 days of delivery for most items, provided they are:
- Unused and in original condition
- In original packaging with all tags and accessories included
- Accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned unless they arrive faulty or damaged:
- Personalised or custom-made items (including print-on-demand products)
- Perishable goods or items with hygiene seals that have been broken
- Digital products or downloadable content
- Items marked as final sale
Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at hello@embertrail.life with:
- Your order number
- A clear description of the issue
- Photos of the item and packaging
We will offer a replacement or full refund at no cost to you, including return postage where applicable.
How to Return an Item
- Email support@embertrail.life with your order number and reason for return
- We'll respond within 2 business days with return instructions
- Pack the item securely and send it using a tracked service
- Return shipping costs are the customer's responsibility unless the item is faulty or incorrect
Please do not send items back without contacting us first — unrequested returns cannot be processed.
Refunds
Once your return is received and inspected, we'll notify you by email. If approved, your refund will be processed to your original payment method within 10 business days.
Please note that original shipping costs are non-refundable unless the return is due to our error.
If you haven't received your refund after 10 business days, please check with your bank before contacting us — processing times vary by provider.
Exchanges
We don't offer direct exchanges. If you'd like a different item, please return your original order for a refund and place a new order.
Contact Us
For all returns and refund queries:
📧 support@embertrail.life 🏢 The Ember Trail (trading name of JWLH Enterprises Limited)
We aim to respond to all enquiries within 2 business days.
For information about delivery timeframes, carriers, and split shipments, please refer to our [Shipping Policy].