Return & Refund Policy
We want you to understand the return process before sending an item back. Please contact customer support first so we can review your request and provide the correct instructions.
How to request a return.
Contact support
Email service@embervio.com within 30 calendar days after confirmed delivery. Include your order number and reason for the request.
Wait for instructions
We will review the request and confirm eligibility, the authorized return destination, and any applicable shipping instructions.
Return and review
Follow the instructions provided. After the return is received or otherwise reviewed as appropriate, we will communicate the refund decision and next steps.
30 calendar days from delivery.
Eligible return requests must be initiated within 30 calendar days after confirmed delivery. The request window is based on delivery, not the order date or dispatch date. Contact us promptly if a parcel arrives damaged, defective, incorrect, or incomplete.
Return eligibility depends on the circumstances and applicable law. Please keep the product, included components, packaging, and proof of purchase available while the request is reviewed. We will explain any item-specific requirements before authorizing the return.
Do not send merchandise without instructions.
Contact customer support before shipping a return. We will provide the appropriate destination and instructions after reviewing the request. The business address listed in Company Details identifies the company operator; it is not automatically a warehouse, fulfillment center, or authorized return destination.
Confirm shipping arrangements first.
Return shipping arrangements and responsibility for return costs depend on the reason for the return and the circumstances of the order. Customer support will explain the applicable instructions and any known costs before you send the item. Do not assume a return shipment is authorized until you receive confirmation.
5–10 business days after approval.
Approved refunds are normally processed within 5–10 business days. Where technically available, the refund is issued to the original payment method. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.
Refund timing begins after approval, not when a return request is first submitted. We will communicate if additional information is needed to review the request.
Let us know promptly.
If an item arrives damaged, appears defective, differs from the item ordered, or is missing from the package, contact us as soon as practical. Include the order number and clear photos of the item, outer packaging, shipping label, and the issue where appropriate. Please keep the packaging until the matter is reviewed.
Questions about your request?
Email service@embervio.com or call +86 181 7055 6617. Include your order number and the email address used at checkout whenever possible. Customer service hours are 8:00 AM – 10:00 PM Daily.
Company Details
Official business details for return requests, refund questions, and customer-support correspondence.