Return and Refund

At Emberdecoration, we aim to provide a smooth and transparent process for returns and refunds. This policy explains how product returns work, the conditions for eligibility, and the steps to follow. Our approach respects Hong Kong regulations, including the Personal Data (Privacy) Ordinance (PDPO) , ensuring that your information is handled responsibly throughout the process.

Return Eligibility

Products purchased from Emberdecoration can be returned within 30 days from the date of order placement . To qualify for a return, items must be in their original condition, unused, and in the original packaging. Returns are accepted only for products purchased directly through our website. Products damaged after delivery due to improper handling by the customer may not be eligible for return.

If an item arrives with a manufacturing defect or damage during shipping, please contact us immediately so that we can address the situation promptly. Photos of the item may be requested to verify the issue.

How to Initiate a Return

To start a return, please contact our customer support team at:
Email: contact@emberdecoration.com

Include your order number, product details, and the reason for the return. Our team will provide instructions for securely returning the product. Items should be packaged cautiously to avoid additional damage during transit. Shipping costs for returns are the responsibility of the customer unless the return is due to a product error on our part.

Refund Process

Once your returned item is received and inspected, we will notify you about the status of your refund. Approved refunds will be processed using Bank Transfers, within 7-10 working days, from approval. Please note that it may take several business days for the refund to appear in your account, depending on the payment provider.

Partial refunds may be issued if the product shows signs of use beyond what is necessary to assess its condition or if certain components are missing from the original packaging.

Exchanges

Currently, Emberdecoration does not offer direct product exchanges. If you wish to obtain a different item, please return the original product following the steps outlined above and place a new order.

Data Handling

During the return and refund process, any personal data you provide, such as contact information and order details, will be used solely for processing your request. Emberdecoration follows the PDPO to ensure your information is managed securely and not shared with unauthorized parties.

Contact Information

For questions about returns, refunds, or the process in general, please reach out to us at:
Email: contact@emberdecoration.com

We encourage customers to review this policy before making a purchase so that the return process is clear and straightforward. By shopping with Emberdecoration, you agree to the terms outlined in this policy, and we are committed to handling each request in a transparent and respectful manner.