Refund policy
Return & Refund Policy
Last updated: October 19, 2026
At EmberSole, customer satisfaction is important to us. We are committed to providing a fair and transparent shopping experience for our customers worldwide.
1. Worldwide 15-Day Return Policy
We offer a 15-day voluntary return policy for eligible purchases worldwide.
You may request a return within 15 calendar days after receiving your order.
For voluntary returns, items must be in their original condition, without excessive wear, misuse, or damage, and include all accessories provided with the product, including batteries and charging components.
Original packaging should be included whenever reasonably possible. Proof of purchase or an order number is required.
You may reasonably inspect or try on the product. These conditions do not restrict any statutory consumer rights.
2. How to Request a Return
To request a return, please email:
Include your order number and the product you would like to return.
Our customer support team will provide return instructions and the appropriate return shipping address.
Please contact us before sending a return, particularly when returning products containing rechargeable lithium batteries.
Where a statutory cancellation right applies, notification by email is sufficient to exercise that right. Prior approval is not required.
3. Return Shipping Costs
Change of Mind or Incorrect Size
If you return an item because you changed your mind, no longer want it, or ordered the wrong size, you are responsible for the direct cost of return shipping, except where applicable law requires otherwise.
Return shipping costs vary depending on your location, the selected shipping carrier, and the return destination.
Any applicable international return shipping charges, customs requirements, or additional costs will be explained where required by law.
We do not charge a separate restocking fee for eligible returns.
Damaged, Defective, or Incorrect Products
If your product arrives damaged, defective, or different from what you ordered, EmberSole will cover reasonable return shipping costs where required by applicable consumer protection laws.
Please contact our customer support team before arranging shipment so we can provide appropriate instructions.
4. Damaged or Defective Products
If you receive a defective, damaged, incomplete, or incorrect item, please contact us as soon as possible.
Email stralexandru3@gmail.com with your order number and a description of the problem. Photographs may help us assess your request.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, or refund.
Statutory rights relating to faulty or nonconforming products are not limited by our voluntary 15-day return period.
5. Exchanges
If you ordered the wrong size or would like to exchange your item, please contact us.
Exchanges are subject to product availability.
For voluntary size exchanges resulting from a customer's ordering mistake, the customer is responsible for applicable return shipping costs.
Where a size or product error is attributable to EmberSole, we will provide the remedies required by applicable law without charging return costs that we are legally required to bear.
6. Order Cancellations
You may request cancellation before your order has shipped.
To request cancellation, email stralexandru3@gmail.com with your order number as soon as possible.
If your order has already shipped, you may request a return under this policy or exercise any statutory cancellation rights available to you.
Mandatory cancellation and refund rights are not restricted by this provision.
7. Refunds
Once we receive and inspect your returned item, we will notify you of the refund status.
For approved voluntary returns, we aim to process refunds within 14 calendar days after receiving the returned item.
Refunds are issued to the original payment method unless otherwise agreed or required by law.
For voluntary returns, original delivery charges are not refunded unless our policy or applicable law requires reimbursement.
Where statutory withdrawal rights apply, standard outbound delivery charges will be refunded where legally required.
Statutory cancellation refunds will be processed within applicable legal deadlines. We may withhold reimbursement until receiving the goods or evidence of their return only where permitted by law.
Additional processing time may be required by your bank or payment provider.
8. International Returns
Our voluntary 15-day return policy applies to eligible orders shipped to countries and regions served by EmberSole.
Customers returning items internationally are responsible for the direct return shipping costs for change-of-mind returns, except where applicable law requires otherwise.
Please contact us before sending an international return to receive the correct shipping destination and instructions.
Products containing rechargeable batteries must be shipped according to applicable carrier and transport safety requirements.
9. European Union and United Kingdom Consumer Rights
Consumers in the European Union and United Kingdom generally have a statutory right to cancel qualifying online purchases within 14 days after delivery, subject to applicable exceptions.
EmberSole offers a 15-day voluntary return notification period for eligible purchases.
Where statutory withdrawal rights apply, customers generally have a further 14 days after notifying us to return the goods.
Customers are responsible for direct return shipping costs for change-of-mind cancellations where permitted by law and where this information has been provided before purchase.
Refunds, including applicable standard delivery charges, will be issued within the relevant statutory deadlines.
This policy does not limit statutory consumer guarantees or other mandatory rights.
10. Non-Returnable Items
Items showing excessive wear, intentional damage, misuse, or material alteration may be excluded from voluntary returns or subject to a justified reduction in refund value where permitted by law.
Any additional product-specific exclusions must be disclosed before purchase and comply with applicable legislation.
These restrictions do not affect statutory rights concerning defective, unsafe, or nonconforming products.
11. Contact Us
For questions about returns, exchanges, cancellations, refunds, or product issues, please contact:
EmberSole Customer Support
Email: stralexandru3@gmail.com
We aim to handle all customer requests fairly and in accordance with applicable consumer protection laws.