Return and Refund Policy
Effective Date: August 6, 2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Outdoor Embers website located at www.outdoorembers.com (“Website”).
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
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Email: support@outdoorembers.com
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Phone: 1-866-885-4484
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Address: Outdoor Embers, 5900 Balcones Drive, Suite 100, Austin, TX 78731
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Hours: Monday–Friday, 9:00 AM–5:00 PM CST
3. Return Eligibility
Customers in the United States may cancel their purchase and return the product within 30 days of receipt, without providing a reason, subject to the conditions below.
3.1 Conditions for Return
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Unused and Undamaged: Item must be unused, undamaged, and in the same condition received.
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Original Packaging: Must be in original packaging with all labels, tags, and accessories.
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Proof of Purchase: Receipt or order confirmation is required.
4. Return Process
4.1 Initiating a Return
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Contact us at support@outdoorembers.com or call 1-866-885-4484 within 30 days of receipt.
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Provide your order number and the reason for your return.
4.2 Return Authorization
Once approved, we will send:
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A Return Merchandise Authorization (RMA) number
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Return instructions
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A prepaid shipping label (only if return is due to our error or product defect)
4.3 Preparing Your Return
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Securely pack the item in original packaging.
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Include all accessories, manuals, and free gifts.
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Affix the return label clearly to the outside of the package.
4.4 Shipping the Return
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Ship within 7 days of receiving return authorization.
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Use a trackable shipping method.
5. Return Shipping Costs
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Customer Responsibility: You pay return shipping for change-of-mind or incorrect size purchases.
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Company Responsibility: If the item is defective, damaged, or incorrect, Outdoor Embers covers return shipping.
6. Specific Return and Refund Conditions
6.1 Change of Mind
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Must be unused, undamaged, and in original packaging.
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Refunds issued to the original payment method, minus any restocking fees.
6.2 Defective or Damaged Goods
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Notify us within 48 hours of receipt.
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Provide photos or videos showing the defect or damage.
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We will send a replacement or issue a full refund.
6.3 Incorrect Product Received
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Notify us immediately.
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We will cover return shipping and send the correct product.
6.4 Product Never Arrived
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Contact us if your order does not arrive within the estimated delivery time.
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If confirmed lost by the carrier, we will refund or replace the item.
6.5 Order Cancellation
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Before shipment: Full refund.
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After shipment: Follow the return process after receipt.
7. Exceptions to the Return Policy
The following items are non-returnable:
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Custom or personalized products
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Perishable goods
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Intimate or sanitary items (unless unopened and unused)
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Gift cards
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Downloadable software
8. Refunds
8.1 Approval
Refunds are issued after we receive and inspect the returned item.
8.2 Processing
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Refunds are issued to the original payment method.
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It may take up to 14 days for the refund to appear, depending on your bank.
8.3 Partial Refunds
May apply if:
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Item is not in original condition or missing parts
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Item is returned late (after the 30-day window)
9. Exchanges
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Available for defective, damaged, or incorrect items.
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Contact support@outdoorembers.com to request an exchange.
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Outdoor Embers covers shipping for defective or incorrect products; customers cover shipping for change-of-mind exchanges.
10. Timelines
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Return Window: 30 days from receipt
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Processing Time: Refunds processed within 14 days of return approval
11. Legal Rights
This Return and Refund Policy does not affect any rights you may have under applicable law.
12. Questions and Support
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Email: support@outdoorembers.com
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Phone: 1-866-885-4484
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Address: Outdoor Embers, 5900 Balcones Drive, Suite 100, Austin, TX 78731