Refund policy

Returns and Exchange Policy

At Ember Adventure Gear, we are committed to providing high-quality products and excellent customer service. All goods purchased from us are covered by guarantees that cannot be excluded under Australian Consumer Law.

Your Rights Under Australian Consumer Law:

  1. Major Failure: You are entitled to a replacement or refund if the item has a major failure. A major failure occurs when the product:

    • Has a problem that would have stopped someone from buying it if they knew about it.
    • Is unsafe.
    • Is significantly different from what was described or shown.
    • Doesn’t do what it’s supposed to do.

  2. Minor Failure: If the item has a minor failure, you are entitled to have the product repaired or replaced. We may choose to either repair or replace the product, depending on the nature of the issue.

  3. Other Compensation: You may also be entitled to compensation for any reasonably foreseeable loss or damage that results from the issue with the product.

Damages / Loss During Transport:

  • Ember Adventure Gear carefully packs all orders to ensure they leave our facility in perfect condition. Once your parcel has been dispatched, it is in the care of the courier. Ember cannot be held responsible for any damage, loss, or theft that occurs during transit.

    Please note: delivery times and parcel handling are managed by the courier, and any delays or incidents during shipping are beyond our control.

Returns Process:

  • If there is a problem with an item you purchased, you can return it to us for assessment. Please provide proof of purchase (such as your receipt, online tax invoice, or credit card/bank statement) to facilitate the process.
  • Upon assessment, if the problem is found to be a major failure, we will offer a full refund or replacement.
  • If the problem is determined to be minor, we may offer a repair or replacement.

Refunds:

  • Any approved refunds will be processed using the same method of payment as the original purchase. Refunds will be issued promptly after the product has been assessed and found to meet the criteria for a major failure.

Consumer Guarantees:

Please note that your rights under Australian Consumer Law are not affected by our store policy. For more information, you can refer to the Australian Competition and Consumer Commission (ACCC) website or contact us directly.

 

Change of Mind Returns
We get it sometimes things just don’t work out. If you change your mind, you’ve got 7 days from receiving your order to send it back, unused and in original condition. We’ll sort you out with a refund.

Return shipping is at the customers cost for change of mind returns

The product must be in perfect - re-sellable condition to gain a refund. Which will be refunded once the item has been returned and inspected.

 

The Ember Ironbound Guarantee
The Ember Ironbound Guarantee is a 2-year workmanship guarantee on all Ember-designed and Ember-branded products. If a product fails due to a workmanship fault, we’ll make it right.

If an Ember-branded product has a workmanship fault within two years of purchase, we will, at our discretion:

  • Replace the product or issue a refund

In these cases, return freight is covered both ways.

Workmanship faults include issues related to construction, stitching, seams, materials, or assembly.

 What's not covered by the Ironbound Guarantee?

The Ironbound Guarantee does not cover:

  • Normal wear and tear

  • Damage caused by misuse, neglect, or accidental damage

  • Modifications or repairs made by a third party

  • Products from other brands (these are covered by the manufacturer’s warranty)

If you’re unsure whether an issue is covered, please get in touch — we’re always happy to talk it through.

How to make a warranty claim?

To make a claim under the Ironbound Guarantee, please contact us with:

  • Your order number or proof of purchase

  • A brief description of the issue

  • Clear photos of the fault

If the issue is confirmed as a workmanship fault, we’ll organise the next steps and cover return freight.

Minimum Warranty
We Provide a minimum 12 month warranty on all products sold by Ember Adventure Gear PTY LTD.