Refund policy

We want you to love your Ember experience. Every order is backed by our 30-Day Happiness Guarantee: if you are not satisfied within 30 days of delivery, we will make it right with a replacement or a refund.

Our 30-Day Happiness Guarantee

If your masks arrive damaged or defective, or simply do not meet your expectations, contact us within 30 days of delivery and we will offer a replacement or a full refund of the product price. For a standard happiness-guarantee claim, you do not need to ship anything back.

Hygiene and single-use products

Because Ember steam eye masks are single-use personal-care products, we are unable to accept returns of opened boxes for resale, for health and safety reasons. This does not affect your rights under our Happiness Guarantee above or your legal rights in relation to faulty or misdescribed goods.

Damaged, defective, or incorrect items

If you receive a damaged, defective, or incorrect item, please email us within 30 days at sleepbyember@gmail.com with your order number and a photo of the issue. We will arrange a replacement or refund at no cost to you.

How to start a return or claim

Email sleepbyember@gmail.com with your order number and the reason for your request. We typically respond within 1 to 2 business days and will guide you through the next steps.

Refunds

Approved refunds are issued to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank or card issuer. Original shipping charges, if any, are non-refundable except where an item was damaged, defective, or incorrect.