Refunds & Returns Policy
At Eden Embers, we take pride in creating high-quality digital products, personalized storybooks, and made-to-order physical products. Please read our Refunds & Returns Policy carefully before making a purchase.
Digital Products
Due to the nature of digital products, all sales are final.
Once a digital product has been purchased and delivered, we are unable to offer refunds, exchanges, or cancellations. This includes, but is not limited to:
- Printable products
- Digital planners
- Journals
- Activity books
- Templates
- Digital downloads
- Personalized digital products
- Any other downloadable content
If you experience a technical issue accessing your purchase, please contact us and we will be happy to assist you.
Personalized Storybooks
All personalized children’s storybooks are created specifically for each customer and cannot be resold.
For this reason, we do not offer refunds, returns, or exchanges on personalized storybooks, unless required by applicable consumer protection laws.
Please ensure that all names, spellings, dates, and personalization details are correct before placing your order.
Made-to-Order Physical Products
All physical products are made to order specifically for each customer.
Because these items are produced especially for you, we do not accept returns or offer refunds simply because you have changed your mind, ordered the wrong item, selected the incorrect size, colour, or design, or no longer require the product.
Please review your order carefully before completing your purchase.
Damaged or Defective Products
If your physical product arrives damaged or defective, please contact us within 2 days of receiving your order.
To assess your claim, we may request:
- Clear photographs of the damage.
- A description of the issue.
- The return of the product to us for inspection.
Refunds or replacements will only be considered once the returned product has been inspected and the damage or defect has been confirmed.
If your claim is approved, your refund will be processed using your original payment method.
Please note that refund processing may take up to 30 days from the date your approved return is received.
Orders Not Delivered
If your physical order has not been delivered within 30 business days from the date it was dispatched (excluding delays caused by incorrect delivery information, failed delivery attempts, or circumstances beyond our control), you may contact us for assistance.
Where appropriate, we may investigate the shipment and, if the order is confirmed as lost, offer a refund or replacement at our discretion.
Returns
As most Eden Embers products are digital, personalized, or made to order, we do not accept returns except where a physical product is being returned for inspection as part of an approved damaged or defective product claim.
Unauthorized returns may not be accepted.
Cancellations
Orders for digital products begin processing immediately after purchase and cannot be cancelled.
Orders for personalized or made-to-order physical products also begin production shortly after your order is placed and therefore cannot be cancelled once production has started.
Contact Us
If you have any questions about this Refunds & Returns Policy or need assistance with your order, please contact us through the contact information provided on our website. We are committed to providing excellent customer service and will do our best to resolve any genuine concerns promptly.
Thank you for supporting Eden Embers.