Return Policy

Here’s a law-compliant, business-favoring Return Policy draft for your Ember & Tide website. It’s tailored to give you control while remaining within UK/EU consumer law frameworks (like the Consumer Rights Act 2015 and Distance Selling Regulations), especially for pet products:

Ember & Tide – Return & Refund Policy

1. Overview
At Ember & Tide, we strive to ensure your satisfaction. By purchasing from our website, you acknowledge and agree to the terms outlined below. All returns and refunds are subject to these conditions.

2. Eligibility for Returns
Returns are accepted only for unused, unopened, and undamaged products within 14 days of delivery. Products showing signs of use, wear, or damage will not be eligible for a refund or exchange.

3. Non-Returnable Items
Certain items are non-returnable for safety and hygiene reasons, including but not limited to:

• Pet food and treats

• Grooming products once opened

• Personalized or customized items

4. Initiating a Return
To initiate a return, customers must contact us within 14 days of delivery at md@embertide.shop or via WhatsApp at +44 07551083503. Returns made without prior authorization will not be accepted.

5. Return Shipping
Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot be held responsible for lost or damaged items during return transit.

6. Refunds

• Refunds are issued only after inspection of the returned product.

• Shipping charges are non-refundable.

• Refunds will be issued to the original payment method within 14 days of product receipt and approval.

• We reserve the right to decline any refund if the product is not in its original, saleable condition.

7. Exchanges
Exchanges are not guaranteed and are subject to product availability. If a product is unavailable, a refund will be processed according to the conditions above.

8. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photographic evidence. We will provide a replacement or refund at our discretion.

9. Right to Refuse Returns
We reserve the right to refuse any return that does not comply with these conditions.

10. Changes to Policy
Ember & Tide may update this policy at any time without prior notice. The version posted on our website applies to all purchases made thereafter.

Contact Us
For questions regarding returns, contact:
Email: md@embertide.shop
WhatsApp: +44 07551083503

This version:

• Keeps the return window short (14 days)

• Makes refunds conditional on product condition

• Excludes food, grooming, and personalized items

• Requires pre-authorization

• Makes shipping non-refundable

• Gives you discretion on exchanges or damaged items

If you want, I can also draft an even stricter “store-favoring” variant that pushes more of the risk to the customer while still being legally defensible in the UK/EU. This can limit refunds almost entirely except in extreme cases.

Do you want me to create that version too?