Refund policy

Policy version and scope

These terms apply to eligible non-prescription eyewear ordered directly from EMBER ROVE for delivery in the United States or United Kingdom on or after 4 October 2026 at 10:00 UTC (18:00 China Standard Time). Earlier orders retain the terms provided when they were purchased. Nothing in this policy limits applicable statutory rights.

The Australia and Canada terms added below apply to eligible non-prescription eyewear ordered directly from EMBER ROVE for delivery to those countries on or after 7 October 2026 at 10:00 UTC (18:00 China Standard Time). Earlier orders retain the terms disclosed at purchase. Existing U.S. and U.K. terms and their original effective date remain unchanged. Statutory rights take priority.

Your 30 day return window

You may request a return or exchange within 30 calendar days after receiving the item. Under our voluntary policy, items must be undamaged and in their original condition, with the accessories supplied with them. Reasonable indoor try-on is welcome. Please return the original packaging where available; opening packaging alone does not remove applicable statutory rights.

Email support@emberrove.com with your order number, item and preferred outcome. For voluntary returns, send the item within 14 calendar days after making your request. We will provide the return destination and any applicable label. Please contact us before posting an item so it reaches the correct warehouse. Exercising a U.K. statutory cancellation does not require our approval.

Returns for a refund in the United States

For an eligible return because you have changed your mind, we offer a prepaid return label. If you use our label, a $6.95 return-label charge is deducted from your refund for each return parcel containing items from the same order. The charge is per parcel, not per item. You may instead use your own paid postage to the destination we provide, in which case we do not deduct the label charge. We do not charge a separate restocking fee.

Your refund is the amount paid for the returned goods after discounts, together with applicable sales tax attributable to those goods, less any applicable return-label charge. Original shipping to you and its related tax are not refunded for a voluntary return, except where required by law. We do not deduct the label charge for a return caused by a defect, damage on arrival or our error. For a parcel containing both faulty goods and voluntary refund returns, we do not deduct a label charge if that parcel must be returned for the faulty-goods remedy.

Your first exchange in the United States

Each eligible originally purchased item may be exchanged once within the original 30 day request window with free standard return and replacement shipping. Exchanges are arranged after receipt and inspection, subject to stock. If the replacement costs more or less, we explain the price difference and obtain your agreement before processing any payment or refund.

If a parcel contains both a voluntary refund return and a first exchange, the $6.95 label charge applies once to that parcel, not to each item, unless the faulty-goods exception above applies. If we cannot complete your first exchange because the replacement is unavailable, you may receive an eligible refund without a return-label charge for that exchange return.

You may request a voluntary refund for an exchanged item during the time remaining in the original 30 day window, subject to ordinary return conditions and postage rules. An exchange does not restart that window or create another free exchange. This limit does not restrict remedies for faulty goods or statutory rights.

Returns and exchanges in the United Kingdom

For a voluntary return or exchange of non-faulty goods, you pay the direct cost of postage to our U.K. return warehouse. We do not add a restocking or processing fee. Returns go to the U.K. warehouse even if your order originally shipped from China.

Each eligible originally purchased item may be exchanged once within the original 30 day request window. You pay return postage, and we cover standard shipping of the first exchange to you. Exchanges are processed after receipt and inspection, subject to stock. We obtain your agreement to any product price difference before proceeding. If a replacement is unavailable, we offer an eligible refund. Exchanged items may be returned during the remainder of the original voluntary window. An exchange does not restart that window or give you another free exchange. Statutory rights remain separate.

U.K. statutory cancellation and refunds

You may cancel an eligible online purchase without giving a reason by telling us within 14 days after receiving the goods. You then have 14 days after notifying us to send them back. For goods from one order delivered separately, the cancellation period starts when the last item is received. An email or any other clear statement is sufficient; the optional form below is not mandatory. Sale goods have the same statutory rights.

For cancellation of a whole order, we refund the goods, applicable tax and the standard original delivery charge. Any extra charge for premium delivery is not refunded. You pay the direct return postage for non-faulty goods as disclosed above. We do not charge a cancellation, restocking or processing fee. Where permitted by law, we may reduce the refund for loss in value caused by handling beyond what is necessary to examine the goods as you would in a shop. Reasonable examination and try-on do not automatically disqualify a return.

We refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Refunds use the original payment method, without a refund fee. Your payment provider may need additional time to post the payment. Partial cancellations are handled according to applicable law; please identify the items you wish to cancel.

For a voluntary non-faulty return requested during days 15 to 30 after receipt, original delivery to you is not refunded unless required by law. Our voluntary conditions do not reduce statutory cancellation or faulty-goods rights.

Returns and exchanges in Australia and Canada

Our additional voluntary policy allows you to request a return or one exchange per originally purchased eligible item within 30 calendar days after receipt. Send a voluntary return within 14 calendar days after your request. Items must be undamaged, in their original condition and include the supplied accessories; reasonable indoor try-on is welcome.

For a non-faulty return or exchange, you arrange and pay the direct postage to our local return warehouse in your original delivery country: Australia orders return within Australia, and Canada orders return within Canada, including orders originally shipped from China. Contact us before posting for the local warehouse address, recipient details and return instructions. Please keep proof of posting, preferably with tracking. No separate restocking or processing fee applies, and the U.S. $6.95 prepaid-label option does not apply to these returns.

For a voluntary refund, we refund the amount paid for the returned goods after discounts and applicable item tax collected by us. Original delivery charges and their related tax are not refunded unless required by law or the return results from our error. We do not reclaim a free-shipping promotion solely because a return reduces your order value.

You pay the return postage for your first eligible exchange; we cover Standard shipping of the replacement to an eligible address in the original delivery country. We confirm availability, any product price difference and any separately payable import charges before proceeding. We obtain your agreement before collecting an additional payment. If the replacement is unavailable, we offer an eligible refund. An exchange does not restart the original 30-day window or create another free exchange. Eligible voluntary refunds are processed within seven business days after warehouse receipt, using the original payment method; your payment provider may need additional time.

Australian consumer guarantees

Australian Consumer Law rights are additional to our voluntary returns and warranty terms. For a major failure, you may choose a refund or replacement, and may be entitled to compensation for reasonably foreseeable loss. For a minor problem, we provide a free remedy within a reasonable time; further remedies may apply if we cannot resolve it in that time. A statutory claim is not limited to 30 days or to the stated voluntary warranty period, and does not require original packaging or an unused item. Final Sale exclusions do not remove these rights.

We cover necessary return and replacement postage for confirmed faulty, arrival-damaged or incorrectly supplied goods, including reimbursement of reasonable return postage you have already paid. Keep postage receipts. Contact us so we can arrange the appropriate remedy; no paid replacement fee applies to a statutory or qualifying quality remedy.

Canadian consumer rights and import-charge refunds

Our voluntary conditions do not limit rights under applicable provincial or territorial law, including rights relating to defective or misdescribed goods, required online-purchase disclosures and late or non-delivery. Any applicable statutory cancellation or refund deadline takes priority over our voluntary process. The U.K. 14-day statutory cancellation rule is specific to the U.K. and is not stated as a general Canadian rule.

For confirmed defects, arrival damage or our error, we cover necessary return and replacement postage and provide the remedy required by applicable law. For import duties or taxes paid directly to a customs authority or carrier, a refund is handled through that authority or carrier rather than as a tax refund from us. A return to our local Canadian warehouse does not by itself guarantee a refund of import charges. Keep your customs assessment, payment receipt, return-postage record and our refund confirmation, and contact the collecting authority or carrier about eligibility and required documents. Carrier brokerage or handling fees may have separate rules. We provide available order and refund documents on request; we cannot guarantee approval by a third party. This does not limit compensation or refunds we must provide under applicable law.

Refund processing

For eligible voluntary returns, we complete inspection and process the refund within seven business days after the goods reach our warehouse. Refunds go to the original payment method. Your payment provider may need additional time to show the credit. The U.K. statutory refund deadline above takes priority where it applies. Refunds reflect the amount actually paid and applicable item tax; we do not retrospectively recover a free-shipping promotion solely because an eligible return reduces your order value.

Damaged faulty or incorrect goods

If goods arrive damaged, are faulty or do not match your order, contact support@emberrove.com with your order information and a description. Photos, if available, help us resolve the issue. We arrange the remedy appropriate to the circumstances and your applicable rights, including repair, replacement or refund. We cover necessary return and replacement postage for a confirmed defect, delivery damage or our error, and refund applicable original delivery charges where required. No $6.95 label charge or paid replacement fee applies to those remedies. Please report issues promptly; this request is not a separate deadline that removes statutory rights.

Exclusions from voluntary returns

Items clearly identified before checkout as Mystery, Outlet or Final Sale are excluded from our additional voluntary returns and exchanges. Ordinary discounts do not by themselves make goods Final Sale. These exclusions do not limit U.K. statutory cancellation, Australian consumer guarantees, applicable Canadian statutory rights, or rights concerning faulty, damaged or incorrectly supplied goods. Purchases from another retailer should be returned through that retailer under its process.

Return destinations and contact

U.S. return address: 820 E Francis St, Ontario, CA 91761, United States.

Australia return address: 42-46 Pound Road West, Dandenong South VIC 3175, Australia. Canada return address: 1055 Flagship Way, Unit A, Pickering ON L1X 0P2, Canada. Email support@emberrove.com before posting to receive recipient details and return instructions for the local warehouse. For non-faulty returns, you pay local return postage.

U.K. return address: Super Smart Service 368, Nanscawen Rd, Lichfield WS13 8LQ, United Kingdom.

Contact us for instructions before sending goods. EMBER ROVE is operated by Emberway Global LLC. Registered address: 16192 Coastal Hwy, Lewes, DE 19958, United States. Customer mailing address: 820 E Francis St, Ontario, CA 91761, United States. Email: support@emberrove.com. Phone: +1 626 654 8119.

Optional U.K. cancellation form

To Emberway Global LLC, 820 E Francis St, Ontario, CA 91761, United States; support@emberrove.com:

I or we hereby give notice that I or we cancel the contract of sale for the following goods:

• Goods and order number:
• Ordered on or received on:
• Consumer name:
• Consumer address:
• Signature of consumer, only if this form is sent on paper:
• Date:

Delete the wording that does not apply. You may use any clear cancellation statement instead of this form. This mailing address is for notices; please use the return destination above for goods.