Effective Date: July 6, 2026

Return and Refund Policy

Our Commitment

We are an authorized dealer for every brand we carry, and we stand behind what we sell. If an item arrives damaged, defective, or incorrect, contact us promptly so we can help resolve it. Change-of-mind returns are available for eligible items under the conditions below.

Quick Summary

• Return window: 30 days from delivery for eligible items.
• Damage or defects: report within 48 hours of delivery.
• Restocking fee: 25% on eligible non-defective change-of-mind returns.
• Return shipping: Oven & Ember covers approved returns for defective, damaged, or incorrect items. The customer pays return freight for change-of-mind returns.

If Your Item Arrives Damaged, Defective, or Incorrect

Inspect freight shipments at delivery. Note visible damage on the delivery receipt before signing and take clear photos. Contact us within 48 hours with your order number, photos, and a description of the issue. We will work with you and the manufacturer or carrier on the appropriate repair, replacement, or refund process.

Change-of-Mind Returns

For an eligible new and unused item returned within 30 days of delivery:

• The item must be unused, uninstalled, unmodified, and in its original packaging with all accessories.
• A 25% restocking fee applies to approved change-of-mind returns.
• The customer is responsible for return freight.
• Contact us before shipping anything back so we can provide return instructions.

Refunds

After an approved return is received and inspected, approved refunds are issued to the original payment method within 7 business days of approval.

Cancellations

Contact us as soon as possible if you need to cancel. Typical delivery is 2–4 weeks, but manufacturer processing can begin before shipment. We will confirm whether the order can still be canceled without fees based on its current production and fulfillment status.

What We Cannot Accept

• Items returned without prior approval
• Items that have been used, installed, or modified, except where a covered defect is involved
• Custom, made-to-order, or special-order configurations unless otherwise agreed

Before You Order

Confirm overall dimensions, cutout dimensions where applicable, fuel type, clearances, electrical requirements, and selected options. If you are unsure about any configuration detail, Talk to a Specialist before ordering.

Contact

Phone: (307) 313-5444
Email: info@ovenandember.com
Customer Support: Monday–Friday, 9 AM–5 PM ET

Oven & Ember is operated by GDM Group ECOM USA, 30 N Gould St, Ste R, Sheridan, WY 82801.