Returns & Exchanges Policy

At Emberwynn House, we stand behind the quality of the premium products we source. We understand that investing in high-ticket items for your home or business is a significant decision, and we are committed to making the post-purchase experience as transparent and supportive as possible. Our goal is to ensure you feel confident and secure from the moment you click "order" to the moment your item arrives.

Policy Overview

We want you to be entirely satisfied with your purchase. If a product does not meet your expectations, we offer a straightforward return and exchange process. This policy is designed to protect your investment while ensuring we can continue to provide high-caliber service and domestic logistics support.

Return Window

We offer a return period of 30 days from the date of delivery. This gives you ample time to inspect your items and ensure they fit perfectly within your space. To remain eligible for a refund, the return process must be initiated within this 30-day window.

Return & Exchange Eligibility

To maintain the integrity of our inventory, returned items must be in new, unused condition. The product must be returned in its original packaging with all manuals, hardware, and accessories included. Items that show signs of wear, assembly, or alteration cannot be accepted for return.

Return Shipping & Restocking Fees

• Customer Remorse: If you decide the item is not right for you, the customer is responsible for the return shipping costs. We provide prepaid return labels for your convenience, and the actual cost of the return shipping will be deducted from your final refund.

• Restocking Fee: To cover the specialized handling, inspection, and repackaging required for premium furniture, a 10% restocking fee will be deducted from the refund amount for all "change of mind" returns.

• Store Error or Defect: If we ship the wrong item or if the product arrives defective, Emberwynn House covers 100% of the return shipping costs, and no restocking fee will be applied.

How to Start a Return (RMA Process)

To ensure your return is tracked and processed efficiently, we use a Return Merchandise Authorization (RMA) system. Please email our support team at sales@emberwynnhouse.com with your order number and the reason for the return. Once approved, we will send you an RMA number and detailed shipping instructions. Please do not ship items back to the manufacturer without an RMA, as this may delay your refund.

Damaged or Defective Items

We take great care in packaging, but high-ticket items can occasionally face challenges during transit.

• Freight (LTL) Shipments: Please inspect large items immediately upon delivery. Any damage must be noted on the carrier's Delivery Receipt (BOL) and reported to us within 48 hours.

• Small Parcel (UPS/FedEx): For smaller items, please report any damage or defects within 15 days of delivery. In these cases, we will provide a replacement or a full refund at no additional cost to you.

Cancellations

You may cancel your order for a full refund at any time before the item has shipped. If the item has already left the warehouse, the standard return policy (including shipping costs and restocking fees) will apply.

Exchanges Process

If you would like to exchange an item for a different model or color, the customer is responsible for the return shipping of the original item, the 10% restocking fee, and the reshipment costs for the new item. We will ship your replacement once the original item has been received and inspected.

Refund Processing Time

Once your return is received at our facility and inspected (typically within 3–5 business days), we will process your refund. You can expect the funds to be credited back to your original payment method within 7 business days.

Contact Information

Emberwynn House 2830 S Hulen, Suite 173, Fort Worth, TX 76109
Email: sales@emberwynnhouse.com
Phone: (682) 587-9115