Return and Refund Policy

At Cobalt & Ember, we are committed to offering a transparent and fair return and refund process in line with consumer protection laws, especially those applicable in the United Kingdom, European Union, and the United States.

We understand that sometimes a product may not be quite right. That’s why we offer a 30-day return window, a 14-day cooling-off period, and straightforward policies on refunds and exchanges.

1. 30-Day Return Policy

We offer a 30-day return policy for eligible products. You may return products within 30 days of receiving them, provided they are:

  • Unused and in their original condition
  • In original packaging with all tags, accessories, and manuals included

Return Shipping Responsibility:

  • The customer is responsible for return shipping costs if the return is due to:
    • Change of mind
    • Ordering the wrong item, size, or color
  • Cobalt & Ember will cover return shipping costs in the following cases:
    • The item arrived damaged or defective
    • You received the wrong item
    • The item was not as described

Please contact our support team before returning any item so we can provide return instructions and a return authorization (if applicable).

2. 14-Day Cooling-Off Period (UK Customers)

Following the Consumer Contracts Regulations 2013 (UK), if you are a customer based in the United Kingdom, you have the right to cancel your order for any reason within 14 calendar days of receiving your item(s), without needing to provide a reason.

  • The cooling-off period applies to most purchases made online.
  • The cancellation period expires 14 days after the day you (or a third party indicated by you) receive the goods.
  • To exercise your right to cancel, please notify us in writing at contact@cobaltember.com within 14 days.

Important: Items must be returned in their original, unused condition, with all packaging and tags intact.

3. Refund Process

Once we receive your returned item and verify its condition, we will process your refund within 5 business days.

  • Refunds will be issued to the original payment method.
  • If you paid using a credit or debit card, it may take an additional 5 days for the funds to appear in your account, depending on your bank.

Please note: Original shipping costs (if any) are non-refundable unless the item was faulty, damaged, or sent in error.

4. Exchanges

We currently do not offer direct product exchanges. If you wish to exchange an item, please initiate a return for a refund and place a new order for the desired product.

5. Items Not Eligible for Return or Refund

The following items cannot be returned unless faulty:

  • Items that have been used, worn, or washed
  • Items returned without original packaging or tags
  • Gift cards or downloadable products (if applicable)
  • Customized or personalized items

6. How to Initiate a Return

To request a return, please contact our customer service team at:

Email: contact@cobaltember.com

Please include the following in your message:

  • Your full name
  • Order number
  • Reason for return
  • Photos (if the item is damaged or incorrect)

We will guide you through the return steps, including the correct return address and any required documentation.

7. Your UK Consumer Rights

This return policy does not affect your statutory rights under the Consumer Rights Act 2015 or any other applicable laws in the United Kingdom. If a product is faulty, not as described, or unfit for purpose, you may be entitled to a full refund, repair, or replacement.

8. Customers in the United States

US customers are also protected under applicable federal and state consumer protection laws. We are committed to ensuring our US customers receive fair treatment, especially in cases of product defects, damage during delivery, or order errors.

If you have any questions about our Return & Refund Policy, please contact our support team before placing an order.

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