Refund policy
At Seven + Ember, we want you to shop with confidence. If there's an issue with your order, we're here to help.
Returns and Refund Policy
We offer a 14-day return policy for any items that may be damaged or faulty, which means you have 14 days from the date you receive your order to request a return.
Due to the nature of our handcrafted products, we cannot accept returns or exchanges for change of mind.
To be eligible for a return, your item must be:
- Unused and in its original condition
- Returned in its original packaging
- Accompanied by proof of purchase or your order confirmation
To request a return, please contact us at help@sevenandember.com.au or log in to your customer account to submit your request.
When contacting us, please include:
- Your order number
- A brief description of the issue
- Clear photos of the item
Once your return request has been approved, we'll provide instructions on how to return your item. Please do not send products back without first contacting us, as unauthorised returns cannot be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, or you've received the wrong product, contact us immediately at help@sevenandember.com.au so we can assess the issue and arrange an appropriate solution.
Please include photographs of the product and packaging where possible.
Non-Returnable Items
For hygiene, safety, and customisation reasons, we cannot accept returns on:
- Personal care products
- Custom or personalised products
- Special order items
- Gift cards
- Sale or clearance items
- Hazardous materials
We also do not accept returns for change of mind, unless required under Australian Consumer Law.
If you're unsure whether your purchase is eligible, please contact our team before returning your item.
Exchanges
If you'd like to exchange an item, the quickest option is to:
- Request a return for the original item (if eligible).
- Place a new order for your preferred product.
If you require assistance, please contact our customer care team.
European Union Customers
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification.
Returned items must be unused, in their original packaging, and accompanied by proof of purchase.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since your refund was approved and you have not received your payment, please contact us at help@sevenandember.com.au.
Need Assistance?
If you have any questions about returns, refunds, or exchanges, our customer service team is here to help.
Email: help@sevenandember.com.au
