Refund policy

Returns & Exchanges

We want you to be completely happy with your Ember Down purchase.

7-Day Returns & Exchanges

You may return or exchange eligible items within 7 days of receiving your order.

To qualify for a return or exchange, items must be:

• Unused and in their original condition

• Returned with their original packaging where applicable

• Free from damage, marks, odours or signs of use

For bedding products, including duvet inners, pillows and linen, items must also be unused, unwashed and returned in their original packaging.

Promotional and discounted items are eligible for the same 7-day return or exchange period, provided they meet the conditions above.

Return Courier Costs

For ordinary returns or exchanges, the customer is responsible for the return courier cost.

If Ember Down supplied an incorrect item, or if an item is faulty, Ember Down will cover the reasonable return and replacement delivery costs.

Custom & Special-Size Items

Custom-made and special-size items are made specifically for the customer and are therefore final sale and cannot be returned or exchanged for a change of mind.

This does not affect your rights where an item is faulty, defective or incorrectly supplied.

Faulty or Incorrect Products

If you receive an incorrect, damaged or defective product, please contact us as soon as possible so that we can assist you.

Your statutory rights in respect of defective goods remain unaffected by this 7-day return policy.

Refunds

Once an eligible return has been received and inspected, we will notify you and process the approved refund to the original payment method.

Where the statutory online cooling-off right applies, refunds will be processed in accordance with applicable South African consumer law.

Exchanges

If you would like to exchange an eligible item for another size, colour or product, please contact us within the 7-day return period.

Any price difference between products will need to be settled before the replacement is dispatched.