Return & Refund Policy

Last Updated:

Because our products are food and consumable goods, we follow strict standards for safety, hygiene, and freshness. All edible and consumable Ember & Co. products are final sale and are not eligible for return. Physical returns are not accepted under any circumstances.

This applies to all current and future edible items we offer, including but not limited to chili oils, chili flakes, chili powders, seasoning blends, spice mixes, and any bundled or multi-pack food products.

If something arrives damaged, defective, or items are missing, we’ll do our best to make it right.

1) Overview

Returns of shipped food products are not accepted, and all edible items are treated as final sale. We resolve issues through replacements or, in limited cases, refunds when there is a verified problem with your order. Eligible issues (damage, defects, missing items, or a product that differs significantly from its description) may qualify for a replacement or, in limited cases, a refund.

We do not accept returns or exchanges for reasons unrelated to damage, defect, missing items, or a significant error in the product you received.

2) When You Can Request a Refund or Replacement

You may be eligible only if:

  • Your order arrives damaged, leaking, or defective
  • Items are missing from your order
  • The product differs significantly from the description

Contact us within 7 days of delivery to request a review.

3) What We’ll Ask For

Please include:

  • Your order number
  • Which item(s) are damaged, defective, or missing
  • Clear photos of the issue and packaging (if applicable)
  • A brief description of the problem

4) How We Handle Refunds & Replacements

  • Damaged/defective items: We typically issue a replacement rather than a refund.
  • If replacement isn’t possible (e.g., out of stock), we may offer a refund.
  • Missing items: We’ll ship the missing item(s) promptly.
  • Refunds (if approved) are issued to the original payment method.
  • All requests are reviewed case-by-case at our discretion.

5) Timeline

  • Notify us within 7 days of receipt.
  • Once approved, replacements ship as soon as possible.
  • Refunds (if approved) may take 5–10 business days after approval to appear on your statement.

6) Non-Eligible Returns

  • Opened, used, or tampered food products
  • Change of mind, dislike of flavor, or heat-level dissatisfaction not involving defect or damage
  • Transit delays, misdeliveries, or lost shipments after the carrier marks the package delivered

If your package is marked delivered but cannot be located, contact the carrier first. If unresolved after 2 business days, contact us and we’ll assist with next steps.

7) Shipping & Return Costs

  • In most verified damage/defect cases, you will not need to ship items back; we may instruct disposal or request photos only.
  • We cover shipping costs for replacements in verified damage/defect cases.
  • In rare cases where a return is required, return shipping may be the customer’s responsibility depending on circumstances.

8) How to Contact Us

For returns, refunds, or issues, email support@theemberandco.com with the subject line “Return / Refund Request” and include all relevant order details.

We’re a small, handcrafted brand and aim to resolve issues quickly and fairly. Thanks for supporting Ember & Co.