Refund & Return Policy

At East Ember Inc, your satisfaction matters to us. We strive to provide a pleasant shopping experience and reliable after-sales support. This Refund & Return Policy explains how we handle returns, refunds, replacements, and other product-related concerns.

Business Information

Company Name: East Ember Inc
Address: 110 16th Street, Suite 1460, Denver, CO 80202, United States
Email: info@eastembertoys.com
Phone: +1 (775) 972-4558

Policy Coverage

This Policy applies to orders placed through our official website and delivered within the United States.

Our store offers a carefully selected collection of children's wooden toys, educational playsets, and creative learning products.

30-Day Return Period

We accept eligible return requests within 30 calendar days of delivery.

To request a return, please contact our customer support team within this period.

Requests received after 30 days may not qualify for our standard discretionary return service.

This timeframe does not affect any additional rights available under applicable consumer protection laws.

Return Eligibility

To qualify for a standard return, items should generally meet the following conditions:

• Unused and in their original condition

• Complete with all included components and accessories

• Free from damage caused by misuse or improper handling

• Returned with original packaging when reasonably available

An order number or other proof of purchase may be requested.

Products showing substantial wear, missing essential parts, unauthorized alterations, or customer-caused damage may not qualify for a full discretionary refund.

These requirements do not restrict legal remedies for defective, damaged, incorrect, or misdescribed products.

Wooden Toy Product Returns

Wooden toys naturally vary in grain patterns, texture, and color. Minor differences are normal characteristics of natural materials and may not constitute defects.

However, broken parts, unsafe edges, structural damage, or missing essential components are not considered ordinary material variations.

When returning toys with multiple pieces or detachable accessories, please package all components securely.

Each return request will be reviewed based on the product's condition and the circumstances involved.

Personalized and Final Sale Items

Customized or personalized products may be excluded from discretionary returns unless they arrive defective, damaged, or materially different from what was ordered.

Items clearly identified as Final Sale or Non-returnable before purchase may also be excluded from standard returns where legally permitted.

Any product-specific restrictions will be communicated before checkout.

These limitations do not remove statutory rights concerning faulty, unsafe, or incorrectly supplied merchandise.

How to Request a Return

Please contact our support team before returning any product.

Email: info@eastembertoys.com
Phone: +1 (775) 972-4558

When submitting your request, please include:

• Your full name

• Order number

• Product requiring return

• Reason for the request

• Relevant photos, if applicable

Our team will review your information and provide return instructions.

Important: Please do not send items directly to our business address unless instructed to do so.

Return locations may differ depending on the product or fulfillment arrangement. We will provide the appropriate return address after reviewing your request.

Sending products to an unauthorized location may delay processing.

Return Shipping Costs

For returns based on personal preference, a change of mind, or an incorrect product selection by the customer, return shipping costs are generally the customer's responsibility.

If the return results from a defective, damaged, or incorrectly supplied product, we will arrange an appropriate solution.

This may include a prepaid return label or reimbursement of reasonable return shipping expenses.

Original shipping charges are generally non-refundable for discretionary returns, unless applicable law requires otherwise.

Where refunds arise from fulfillment errors or failure to ship as required, applicable shipping charges will be refunded in accordance with legal requirements.

Any additional return shipping arrangements will be explained before proceeding.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or incorrect, please contact us promptly, preferably within 7 calendar days of delivery.

To help us resolve the issue, please provide:

• Your order number

• A description of the problem

• Photos of the affected product, when available

• Packaging photos, if relevant

We will review the details and determine an appropriate resolution.

Depending on the circumstances, we may offer a replacement, missing component shipment, partial refund, full refund, or another suitable remedy.

Please retain the product and packaging when reasonably possible until the issue has been reviewed.

The suggested 7-day reporting period helps us address delivery-related concerns efficiently. It does not eliminate applicable legal rights after that period.

Missing Parts or Accessories

Some of our toys and playsets contain multiple wooden pieces, movable parts, or small accessories.

If your order arrives with missing components, please contact us with your order information and a description of the missing items.

Where appropriate, we may arrange replacement parts, a replacement product, or a refund.

For safety reasons, products with missing or damaged components should not be used if their condition could create a hazard.

Refund Processing

Once we receive and inspect an eligible return, we will notify you of the refund decision.

Approved refunds will be initiated promptly and issued to the original payment method.

After processing, funds may take approximately 7–14 business days to appear in your account, depending on your bank or payment provider.

Refunds subject to legally required processing deadlines will be handled within those applicable timeframes.

If your refund has not appeared after the expected period, please contact our support team.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to process cancellation requests before shipment.

Once an order has been dispatched, cancellation may no longer be available. Eligible items may instead be returned under this Policy.

If we cannot fulfill or ship an order within the promised timeframe, we will provide the required notice and applicable cancellation or refund options in accordance with consumer protection laws.

Exchanges

We currently do not provide direct exchanges for changes in personal preference, style, or product selection.

If you prefer a different item, you may request a return for the original eligible product and place a new order.

For damaged, defective, or incorrect products, a replacement may be arranged where appropriate.

Gift Orders

For items purchased as gifts, approved refunds are generally returned to the original payment method.

Refunds are normally issued to the original purchaser rather than the gift recipient.

Gift recipients are welcome to contact our customer support team for help with product issues or other concerns.

Product Care and Safety

Our wooden toys and educational play products should be used in accordance with their intended purpose and accompanying instructions.

Some products contain small parts, movable elements, or detachable accessories that require age-appropriate use and supervision.

Please review the recommended age range, safety warnings, and care information before use.

Damage caused by misuse, improper care, unauthorized modifications, or ordinary wear may not qualify for discretionary refunds.

These conditions do not limit legally required remedies for manufacturing defects or product safety concerns.

Lost or Undelivered Orders

If your order has not arrived within the expected delivery period, please contact us for assistance.

We will review the available tracking information and work with the shipping carrier when necessary.

If an order is confirmed lost, undelivered, or otherwise not fulfilled as required, we will provide an appropriate refund or replacement in accordance with applicable law.

For more information about delivery services and tracking, please refer to our Shipping Policy.

Policy Updates

East Ember Inc may revise this Policy periodically to reflect changes in our return procedures, fulfillment operations, or applicable legal requirements.

The latest version will be available on our website.

Policy changes will not retroactively remove or reduce non-waivable rights relating to purchases made before the updated Policy takes effect.

Contact Us

If you have questions about returns, refunds, replacements, or product concerns, please reach out to our customer support team.

East Ember Inc
Address: 110 16th Street, Suite 1460, Denver, CO 80202, United States
Phone: +1 (775) 972-4558
Email: info@eastembertoys.com