Refund policy
Last updated: 27 August 2026
We want you to be happy with your purchase from The Ember Society. This policy explains your rights when cancelling an online order, returning an unwanted item or reporting an item that is damaged, faulty or incorrect.
Nothing in this policy affects your statutory rights under UK consumer law.
Your Right to Cancel an Online Order
For most products purchased online, you have the legal right to change your mind and cancel your purchase.
You must tell us that you wish to cancel within 14 days of receiving your goods.
After notifying us, you then have a further 14 days to return the goods.
You can notify us by emailing info@embersociety.co.uk and providing your name, order number and details of the product you wish to return.
UK government guidance confirms these cancellation periods for distance purchases.
Our Additional 30-Day Returns Policy
In addition to your statutory cancellation rights, The Ember Society offers a 30-day returns period for eligible products.
Between day 15 and day 30 after delivery, products must be unused, unopened where applicable, in their original packaging and in a condition suitable for resale.
This additional 30-day policy does not limit your statutory rights where goods are faulty, damaged, incorrectly described or otherwise do not conform to your contract.
Returning Your Order
Please contact us before returning an item:
Email: info@embersociety.co.uk
Returns should be sent to:
The Ember Society
Chestnut House
Wilby Road
Stradbroke
Suffolk
IP21 5JP
United Kingdom
Please include your order number with your return.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
We recommend using a tracked postal service and retaining proof of postage.
Condition of Returned Products
You may inspect goods in the same way that you would reasonably inspect them in a physical shop.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or functioning and this has reduced their value, we may make an appropriate deduction from your refund as permitted by law. Government guidance confirms that customers may inspect online purchases but deductions can potentially be made where handling reduces their value.
Products That May Not Be Eligible for Change-of-Mind Returns
Certain products may be excluded from the statutory cancellation right where permitted by law, including goods made to your specifications or clearly personalised, products that deteriorate or expire rapidly, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
This may apply to certain personal-care products sold by The Ember Society where they were supplied sealed and have subsequently been opened.
These exclusions do not remove your rights where a product is faulty, damaged or incorrectly described.
Refunds Following Cancellation
Where you exercise your statutory right to cancel, we will refund the price paid for the returned products together with the cost of our least expensive standard delivery option.
If you selected a more expensive delivery service, such as express delivery, we are not required to refund the difference between that service and our standard delivery charge.
Refunds will normally be processed using the original payment method.
We may withhold the refund until we have received the goods back or you provide evidence that the goods have been returned.
Refunds will be processed in accordance with the applicable statutory timescales. Government guidance states that businesses generally have 14 days after receiving returned goods to issue the applicable refund.
Damaged, Faulty or Incorrect Products
Please contact us as soon as possible if your order arrives damaged, faulty or contains the wrong product.
Email info@embersociety.co.uk with your order number, a description of the problem and, where useful, photographs showing the issue.
Where goods are faulty, not as described or not fit for purpose, you have rights under the Consumer Rights Act 2015.
UK law provides a short-term right to reject qualifying faulty goods within 30 days and obtain a refund. Other rights, including repair or replacement, may continue beyond that period.
Where we confirm that an item is faulty, damaged or incorrect, we will cover reasonable return costs where a return is required.
Cancelling Before Dispatch
If you need to cancel an order before it has been dispatched, contact us as soon as possible at info@embersociety.co.uk.
Where cancellation is possible before dispatch, we will cancel the order and issue the appropriate refund.
Contact
The Ember Society is a trading name of Sebastian James Group Limited.
Company number: 17282031
Email: info@embersociety.co.uk
Telephone: 0330 043 9740