Policies
Winter Ember (winteremberco.com) is operated from Poland, European Union. Please read these policies before placing your order. By placing an order, you agree to these policies.
Return & Refund Policy
We accept returns for change of mind within 14 days of delivery. Return shipping is paid by the customer, and returns are sent to our address in Poland (European Union).
Returns for change of mind
- Email us at contact@winteremberco.com within 14 days of delivery with your order number before sending anything back. Returns sent without our approval, or to any other address, cannot be accepted.
- Items must be unused, undamaged and in their original packaging, with all parts included.
- Return shipping is paid by the customer. Returns are shipped to our address in Poland (Europe), which we send you by email. International shipping from the United States can cost more than domestic shipping, so please check the price before you send. We recommend a tracked service; we are not responsible for returns lost in transit.
- A 20% restocking fee is deducted from refunds for change-of-mind returns.
- Items bought on sale or with a discount code cannot be returned for change of mind.
Refunds
- We issue your refund within 5 business days after we receive and inspect the returned item. It goes back to your original payment method; your bank may take another 5–10 business days to show it.
- The refund covers the price of the returned product, minus the restocking fee for change-of-mind returns.
- Not refundable: original shipping fees, the Shipping Protection fee, the 90-Day Warranty fee and the cost of return shipping.
- Items returned used, damaged or incomplete may receive a partial refund or be refused.
Damaged, defective or wrong items
If your item arrives damaged, defective or different from what you ordered, email us within 3 days of delivery with your order number and clear photos or a short video. We will first offer a replacement; if a replacement is not available, we will refund the item. We may ask you to return the item before we do so.
Order cancellations
You can cancel your order for a full refund within 12 hours of purchase, as long as it has not shipped yet. After your order ships, this return policy applies.
Shipping Policy
Orders ship within 1–3 business days and usually arrive in 3–7 business days after shipping. During the holiday season (November–December) delivery can take up to 15 business days. In rare cases, carrier or customs delays can extend delivery to 30 business days.
- Orders are fulfilled by our partner warehouses and shipped internationally.
- You receive a tracking number by email when your order ships. Tracking can take 3–5 business days to show updates.
- Delivery dates shown at checkout and in emails are estimates, not guarantees. Carrier and customs delays are outside our control.
- If we cannot ship your order within the processing time above, we will email you with a new shipping date, and you may cancel for a full refund.
- Please check your shipping address before ordering. We are not responsible for orders sent to an incorrect address provided by the customer; reshipping is charged at cost.
- Once an order is delivered, a late delivery alone is not a reason for a refund. You can still return the item under our Return & Refund Policy.
- Lost, stolen and damaged packages: see Shipping Protection below.
90-Day Warranty
The optional 90-Day Warranty covers manufacturing defects for 90 days from delivery; it does not cover change of mind or personal dissatisfaction with a product that works as described.
What is covered
- LEDs or light sections that do not light up
- Faulty wiring, plug, power adapter or switch
- Parts that break under normal indoor use
What is not covered
- Change of mind, or not liking the look, size or quality of a product that works as described
- Normal wear, misuse, cut or pulled wires, water damage, or use not in line with the product instructions
- Lost or stolen packages (see Shipping Protection)
- Damage after delivery caused by accidents, pets or children
How to make a claim
- Email contact@winteremberco.com within the 90 days, with your order number.
- Describe the problem and attach clear photos or a short video showing the defect.
- We review your claim within 2 business days. We replace the defective item or part; if a replacement is not available, we refund the price of the defective item. We may ask you to return the defective item first.
The warranty applies only to items on an order where it was purchased, is not transferable, and its fee is non-refundable after delivery.
Shipping Protection
Optional Shipping Protection covers packages that are lost, stolen after delivery, or damaged in transit; we resolve covered claims with a free reshipment or a refund, at our choice.
How to make a claim
- Lost: email us if your order has not arrived within 30 business days of shipping. Claims must be made within 45 days of shipping.
- Stolen: email us within 3 days of the “delivered” status. Please check with neighbors, your building and the carrier first.
- Damaged in transit: email us within 3 days of delivery with photos of the package and the item.
Include your order number in every claim. We review claims within 2 business days.
Without Shipping Protection
We are not responsible for packages lost or stolen after the carrier marks them as delivered. Items that arrive damaged or defective are still handled under our Return & Refund Policy.
The Shipping Protection fee is non-refundable once your order has shipped.
Contact & Disputes
Email contact@winteremberco.com for any order question; we reply within 1–2 business days, Monday to Friday, Central European Time.
- Please contact us before opening a dispute or chargeback with your bank. Most issues are solved faster by email.
- If a dispute is opened, we will share our records with your bank, including tracking, delivery confirmation, our correspondence with you and these policies.
- We may update these policies at any time. The version published on our website when you placed your order applies to that order.