Refund policy
Returns, Cancellations and Refunds Policy
At Oven and Ember, we stand behind the quality of our products. Because many items are large, specialty, or made to order, our return policies differ from typical small parcel retailers. Please review carefully before purchasing.
For any questions, contact us at info@ovenandember.com.
1. Order Cancellations
Before Your Order Ships
Orders may be canceled for a full refund as long as they have not yet shipped.
Contact us immediately by email. Once the order leaves the warehouse, it is no longer eligible for a full cancellation.
Custom and Made to Order Products
Some products are built, assembled, or finished specifically for your order.
These cannot be canceled or refunded once production has started.
Examples include:
• Made to order ovens
• Custom finishes or configurations
• Special order accessories or components
If you are unsure whether your item is custom or made to order, contact us before placing your order.
All custom and made to order sales are final.
2. Returns
Because many products ship by freight, returns involve significant handling and shipping costs.
Standard Returns
If you choose to return an eligible non custom item after it has shipped:
• You are responsible for return shipping
• A 25 percent restocking fee applies
• The item must be unused, uninstalled, and in original packaging
Original shipping charges are non refundable.
Exchanges
If you are exchanging for a different product:
• You are responsible for return shipping
• Restocking fees may be reduced at our discretion
• Replacement items ship after the original product is received and inspected
3. Delivery Inspection Requirements
Freight shipments must be inspected at the time of delivery.
By purchasing, you agree to:
• Inspect packaging before signing
• Note visible damage on the delivery receipt
• Take photos of damaged packaging and product
• Email us within 48 hours of delivery if there is any issue
Failure to report freight damage within 48 hours may void the ability to file a claim.
4. Damaged Items
If your item arrives damaged:
Email us within 48 hours with:
• Photos of the damaged area
• Photos of the packaging
• A brief description of the issue
We will file a freight or manufacturer claim and work to resolve the issue as quickly as possible.
5. Warranty
Warranties are provided by the manufacturer and vary by product.
Warranty coverage applies to defects that occur during normal use over time. Damage that occurred during shipping must be reported immediately and is not considered a warranty issue.
Refer to the individual product page for specific warranty details.
6. Promotions and Bundles
If your order included a buy one get one or bundle promotion:
• All items must be returned for a full refund
• Partial returns receive store credit or replacement only
• Return shipping and restocking fees may still apply
Refunds are issued only to the original payment method.
7. Chargebacks
If there is an issue with your order, contact us first. We are responsive and committed to resolving issues fairly.
Filing a chargeback without contacting us may delay resolution and could be treated as fraudulent activity if the claim is invalid.
Most issues can be resolved quickly through direct communication.
8. Agreement to Policy
By purchasing from Oven and Ember, you confirm that you have read and agreed to this Returns, Cancellations and Refunds Policy.
If you have questions before ordering, contact info@ovenandember.com.