Returns, Refunds and Transit Damage

This policy applies to orders Ember Lotus accepts through a written quotation/invoice. A different term applies only if it is clearly agreed before payment and is lawful. Nothing here limits mandatory buyer rights where the goods are delivered.

1. Incorrect, defective or damaged goods

Email [email protected] within 7 days after delivery if the item/quantity is incorrect, the item has a material workmanship defect against the confirmed description, or it arrived damaged in transit. Include the order reference, photos of the complete item and issue, packaging and shipping label. Keep transit packaging for carrier investigation.

2. Review and resolution

After review, Ember Lotus will propose an appropriate remedy: repair, replacement, missing-part shipment, partial/full refund or another solution agreed by both parties. Approved refunds are returned to the original payment method, subject to bank/payment-provider processing time. Ember Lotus covers reasonable return shipping for a confirmed seller error or damage; other cases follow applicable law and the written order terms.

3. Change of mind and made-to-order goods

For wholesale, personalized or made-to-order goods that enter production after buyer approval of a sample/specification, cancellation or change-of-mind returns are not automatically accepted. Any incurred production charges, cancellation cut-off and refund eligibility must be stated in the quotation/order document before payment. This does not remove a buyer right that applicable law makes mandatory.

4. Natural handmade variation

Small differences in colour, grain, shape or visible hand-finishing can occur between handmade pieces. A natural variation disclosed before purchase is not automatically a defect. A material difference from the confirmed sample, material or dimensions will be reviewed under section 1.

5. Request procedure

Do not ship a return before receiving written instructions. After reviewing the request, Ember Lotus will confirm the return address, shipping method and responsibility for cost. Contact [email protected].