Returns & refunds

Changing your mind

For most products bought online, you can tell us you want to cancel within 14 days of receiving your order. You then have a further 14 days to send the goods back to us.

To start a return, reply to your EMBR HOUSE order confirmation and include your order number and the item or items you want to return. We will send you the UK return address and return instructions.

Return condition

You may handle an item as you reasonably would in a shop to decide whether it is right for you. Please return products in their original packaging where reasonably possible.

If an item has been used, burned, damaged or handled beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value. Incense that has been burned or partly used cannot be resold and may therefore receive a reduced refund.

Return postage

For a change-of-mind return, you are responsible for the cost of sending the item back to us. We recommend using a tracked service, as the parcel remains your responsibility until it reaches us.

If the item is faulty, damaged, not as described or we have sent the wrong product, contact us before returning it. We will arrange or reimburse a reasonable return method where required.

Refunds

Once a valid return is received, we will refund the amount due to your original payment method within 14 days. For a full cancellation, this includes the cost of our standard outbound delivery option. Any extra amount paid for an upgraded delivery service is not refundable beyond the cost of standard delivery.

Your bank or card provider may take additional time to show the refund after we have processed it.

Pre-orders

You can ask us to cancel a pre-order before it is dispatched. After delivery, the normal online cancellation and return rights described above apply.

If we materially change an estimated dispatch date, we will contact you using the details supplied at checkout and you may request a cancellation and refund before dispatch.

Made-to-order prints

Our standard BURN SLOW art prints are produced to order, but they are not personalised to an individual customer. The normal cancellation and return rights in this policy therefore apply to them.

Faulty or damaged items

If something arrives damaged, faulty or not as described, reply to your order confirmation as soon as possible with your order number and a short description of the problem. Photographs may help us resolve transit damage quickly, but they do not replace your legal rights.