Refund policy
Return and Refund Policy
We want customers to be satisfied with their EverLite purchase. This Return and Refund Policy applies to products purchased directly from the Ember & Hearth online store.
Non-defective products and cooling-off rights
Ember & Hearth does not offer an unrestricted, open-ended or no-questions-asked return policy for products that are not defective.
Returns of non-defective products will be accepted where required by applicable South African consumer law.
Where a statutory cooling-off right applies to an online purchase, the customer must notify Ember & Hearth within the applicable cooling-off period after receiving the goods.
To initiate a return, please contact us at info@emberandhearth.co.za and provide your order number and the reason for the return. We will provide the appropriate return instructions.
Customers should not return a product without first contacting Ember & Hearth.
Where permitted by law, the direct cost of returning a non-defective product is for the customer’s account.
EverLite products exposed to fuel
Customers intending to return a non-defective EverLite product are strongly advised not to soak, fuel or light the EverLite stone.
If the stone has been exposed to lamp oil, paraffin or any other fuel, it must not be sent through an ordinary courier service without prior instructions from Ember & Hearth.
Please contact us first so that an appropriate and safe return method can be considered.
This safety requirement does not limit any statutory rights a customer may have.
What must be returned
Where reasonably possible, the complete EverLite product should be returned, including:
- EverLite reusable firelighter stone
- 1 litre EverLite storage bucket, lid and handle
- EverLite instruction insert
- any other components supplied as part of the original product
Products returned to us will be inspected once received.
Damaged, incorrect or defective products
Please inspect your order as soon as reasonably possible after delivery.
If you receive the wrong product, or if your EverLite arrives damaged, defective or incomplete, please contact us at info@emberandhearth.co.za and provide your order number together with photographs where appropriate.
Where goods are defective, unsafe or otherwise fail to meet the standards required by applicable South African consumer law, the customer's statutory rights remain fully applicable.
Where required by law, Ember & Hearth will bear the reasonable cost and risk associated with returning qualifying defective goods.
Depending on the circumstances and the customer's applicable statutory rights, the remedy may include a repair, replacement or refund.
Damage caused after delivery
Ember & Hearth cannot accept responsibility for damage, failure or deterioration caused by misuse, neglect, modification, improper storage, failure to follow the supplied instructions or use of the product in a manner for which it was not intended.
This does not affect a customer's rights where a genuine product defect or failure existed independently of such use.
Refunds
Once a return has been received and assessed, we will contact the customer regarding the outcome.
Where a refund is legally due, it will be processed using the original payment method where reasonably possible.
Where a statutory cooling-off right under applicable South African electronic commerce law has validly been exercised, any refund due will be processed within the period required by law.
Banks and payment providers may take additional time to reflect a processed refund in the customer's account.
Returns sent without authorisation or instructions
For safety and tracking purposes, customers are requested to contact Ember & Hearth before sending any return.
In particular, do not courier an EverLite stone that has been exposed to lamp oil, paraffin or another fuel without first contacting us.
Ember & Hearth cannot accept responsibility for products sent to an incorrect address or returned using an inappropriate or unsafe method.
Products purchased from retailers or resellers
This policy applies to purchases made directly from emberandhearth.co.za.
If EverLite was purchased from a retailer, reseller or other third party, please contact the business from which the product was purchased regarding the applicable return process.
Statutory consumer rights
Nothing in this policy is intended to exclude, restrict or waive any rights or remedies that a consumer may have under applicable South African law, including the Consumer Protection Act and Electronic Communications and Transactions Act.
Contact
For return, refund or product-related enquiries:
Email: info@emberandhearth.co.za
Telephone: +27 76 149 7725