Refund policy

At Ember & Rose, we want you to wake up fully restored. If your order is not quite right, we are here to help. Please read the details below to understand how our refund policy works.

30-Night Recovery Guarantee

We stand behind every pack of Ember Recovery Mouth Tape with our 30-Night Recovery Guarantee. If you have used your strips consistently for at least 30 nights and are not satisfied with the results, contact us within 30 days of delivery and we will arrange a full refund. No lengthy returns process. No awkward questions.

To claim your guarantee, please contact care@emberandrose.com with your order number and a brief description of your experience.

Eligibility

Ember Recovery Mouth Tape and Ember Breathe Nasal Strips are single-use hygiene products. Unopened packs in original, sealed packaging may be returned within 30 days of delivery for a full refund.

Opened packs are only eligible for a refund under the 30-Night Recovery Guarantee as described above. Items must be returned in original condition and packaging where applicable. Returns showing signs of misuse or incompleteness may be declined.

Registration & Inspection

To initiate a return or refund, please contact care@emberandrose.com with your order number and a valid reason for your request. Where relevant, clear supporting evidence may be required.

All requests are reviewed within 5 to 7 business days of receipt, and you will be notified of the outcome via email.

Costs & Shipping

Customers are responsible for return shipping costs unless the return is due to our error, including incorrect, defective, or damaged items. Original shipping fees are non-refundable.

Items must be returned complete and in original condition to avoid denial of a refund. Bundled items must be returned in full and cannot be returned individually.

Missing, Damaged, or Not Received

Claims for missing or damaged items must be reported within 14 days of delivery and require supporting documentation, including photos and order details. Packaging damage alone does not qualify for a replacement or refund if the product itself is intact.

If tracking shows an order as “Delivered,” responsibility transfers to the recipient. Claims submitted after 14 days from delivery are not eligible.