Refund policy

You have 30 days from the day you receive your order to request a return.

Eligibility. Items must be in the same condition you received them, with the controller and all parts included, in the original packaging. The robe must be unused, clean and unwashed.

How to start a return. Email support.emberandhush@gmail.com with your order number. We'll reply with return instructions and the return address. Items sent back without first contacting us won't be accepted.

Return shipping. Return shipping is paid by the customer, unless the item arrived damaged or defective.

Damaged or defective items. If your robe arrives damaged or the heating doesn't work, contact us within 14 days of delivery with photos or a short video. We'll send a replacement or a full refund, and you won't pay return shipping.

Refunds. Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Original shipping is free, so nothing is deducted for it.

Exchanges. Want the other colour? Email us and we'll arrange an exchange.

Questions? Email support.emberandhush@gmail.com.