Refund policy

Effective Date: 2026-02-14

1. Overview

At Ember Elite, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through emberelite.com.

Summary

  • Region: United States
  • Return window: 30 days total, but damage must be reported within 48 hours of delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
  • Restocking fee: 25% of the product price for approved returns

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM MST

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage or issue was reported within 48 hours of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

Approved returns include a prepaid shipping label. Please use the provided label and ship the item within 7 days after approval.

Restocking Fee: All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. Exchanges for the same item will not incur a restocking fee.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 business days after approval
  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours of delivery
  • Items damaged due to misuse or neglect
  • Personalized, custom-made, or perishable goods
  • Intimate or sanitary products such as underwear, swimwear, or personal care items (unless sealed and unused)
  • Gift cards and downloadable digital items

9. Cancellations

  • Orders may be canceled before shipment for a full refund
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Brand by Brand Returns & Refunds

1. Waterdrop Return & Refund Policy

We want you to have a rewarding experience while exploring and purchasing our products. If you are not entirely satisfied with your purchase, we are here to help.

1. Order Cancellations

If you need to cancel an order, please contact our customer service team immediately.

  • Within 24 Hours of Purchase: If the package has not shipped, there are no cancellation fees. If it has already left our facility, we will provide a prepaid return label, and your refund will be processed once the package is returned to us.

  • After 24 Hours of Purchase: If the package has already been shipped (according to our internal fulfillment system status), the customer is responsible for the return shipping fees. Items must be returned undamaged, unused, and in their original packaging.

2. 30-Day Risk-Free Return Policy

You are eligible to return any item within 30 days of receipt.

  • Quality-Related Returns: If the return is due to a product defect or quality issue, we will cover 100% of the return postage expenses.

  • Non-Quality Returns: For preference-based returns, there is no restocking fee, but customers are responsible for the return shipping costs.

  • Condition: All returned items must be disassembled and repackaged exactly as they were originally received. This policy is only valid for orders within the continental United States.

3. Returns After 30 Days

We still accept returns after the 30-day window has passed, subject to the following:

  • A 10% restocking fee will be applied to the refund.

  • The customer is responsible for return shipping costs (the actual cost of shipping will be deducted from your final refund).

  • Items must be disassembled and in their original packaging.

  • Note: This does not apply to quality/warranty issues, which are covered under our Warranty Policy.

4. Warranty & Defective Products

We stand behind the quality of our craftsmanship.

  • Standard Coverage: Most of our systems include a 1-year limited warranty (eligible X Series models include a 2-year limited warranty). Lifetime technical support is available for eligible models.

  • Damaged on Arrival: If you receive a damaged item, please email support@emberelite.com within 30 days with your order details and a photo of the damage. We will send a free replacement or issue a full refund.

  • Warranty Defects: For products that become defective during the warranty period due to manufacturing/quality flaws (not customer misuse or accidental breakage), we will provide free repair services, a free return, or a brand-new replacement.

5. Product Exchange Policy

  • Defective/Damaged Items: Contact us within 30 days of receipt with photos of the issue for a 100% free exchange.

  • Standard Exchanges (Non-Quality): The product must be unused, within 30 days of purchase, and in its original packaging. The customer is responsible for all return and re-shipping costs.

  • Note: Exchanges are only applicable to orders placed directly on our official website.

How to Return an Item (Step-by-Step)

  • Step 1: Contact Us First

    Email support@emberelite.com. Do not ship items back without authorization. We will respond with explicit return instructions within 24 hours.

  • Step 2: Prepare Your Package

    Ensure the package contains the original purchase receipt and your order number written clearly inside. Pack the item securely in its original packaging. (Items returned in a condition other than "like new" due to poor packing will incur a 10% fee to cover parts/repairs).

  • Step 3: Share Your Tracking Number

    Send your return tracking number to our customer service team. Once received and inspected at our warehouse, your refund will be processed within 5 business days. (Please note it may take an additional 4–7 business days for the credit to appear on your bank statement).

Important Return Address Note:

All authorized returns must be sent to:

Ecolife Technologies, Inc., 1951 S Lynx Pl, Ontario, CA 91761]

We strongly recommend using a trackable and insured shipping service. We are not responsible for packages lost or damaged in transit back to us.

Third-Party Purchases

Please note that orders made via third-party platforms, including Amazon, are subject to those respective platform policies and are not eligible for returns directly through our website.

30-Day Price Match Guarantee

We value your experience. If an item you purchased on our website drops in price within 30 days of your purchase date, we will gladly refund you the difference. Contact support@emberelite.com to submit a request. This applies exclusively to items sold directly on our official website.

2. FOTILE Return & Refund Policy

We want you to love your purchase. If you are unsatisfied, items purchased directly from emberelite.com are eligible for return within 14 days of receipt, subject to the terms below.

Return Conditions & Restocking Fees

  • Condition: All returned products must be in brand-new, unused, uninstalled, and original condition.

  • Exclusions: Used, installed, refurbished, or modified products are not eligible for return. Delivery and installation charges are strictly non-refundable.

  • Third-Party Purchases: This policy applies exclusively to purchases made directly on our official store. If you purchased your product through another retailer, dealer, or marketplace, please contact them directly.

Restocking fees apply to all approved returns to cover processing and return logistics. The fee is determined by the item type:

Product Type Example Items Restocking Fee
Parcel Items Range Hoods 15% of the purchase price
Freight Items Built-In Ovens 20% of the purchase price
Bundled Orders Range Hood + Oven Combo 20% of the total bundle price

How to Initiate a Return (Step-by-Step)

  1. Request Authorization: Email customer support at support@emberelite.com with your order number or product serial number within 14 days of delivery.

  2. Ship the Item: Once proof of purchase is confirmed, a prepaid return shipping label will be emailed to you. Pack the product securely in its original packaging.

  3. Receive Your Refund: After our warehouse receives, inspects, and approves the returned item, your refund (minus the applicable restocking fee) will be issued within 7–10 business days.

Passed the 14-Day Return Window?

If your return window has closed but you are experiencing issues with your product, please email us at support@emberelite.com to inquire about warranty options or repair services. Additional fees may apply.

Parts & Accessories Returns

  • Return requests for standalone parts and accessories must be made within 14 days of receipt by email at support@emberelite.com.

  • Certain parts returns may require proof of destruction of the item rather than a physical return, alongside a 15% processing fee.

  • Approved refunds will be issued within 7–10 business days of processing. Original shipping charges for parts and accessories are non-refundable.

Damaged, Defective, or Missing Items

Please inspect your packages closely upon arrival. Do not install a damaged product.

  • Delivery & Shipping Damage: Report any visible damage within 14 calendar days of delivery by emailing support@emberelite.com.

    • If possible, please write "Package Damaged" when signing for the delivery. If a shipment arrives severely damaged, refuse the delivery entirely and contact us immediately.

  • Missing or Damaged Parts: You have a 48-hour window from the time of delivery to file a claim for missing components or hidden damage.

  • Resolutions: Ember Elite and FOTILE will issue replacement parts, coordinate an exchange for a brand-new unit (at no extra delivery or service fee), or arrange a professional repair.

Price Match Policy

We are committed to providing the best value for our customers. We offer a 14-Day Price Guarantee Period on products purchased directly through emberelite.com.

We will gladly match identical, in-stock products (same model number) advertised online by authorized U.S. retailers, provided the pricing is genuine and verifiable.

How to Request a Price Match

You can request a price match either before making a purchase or up to 14 days after receiving your order.

  • Option 1: Live Chat (Pre-Purchase)

    Click the live chat icon on our website and share the direct URL of the lower-priced item. Once verified, our team will issue a one-time discount code valid for 48 hours.

  • Option 2: Email

    Email our support team at support@emberelite.com with your order details and the competitor's URL for verification.

Policy Exclusions

Our Price Match Guarantee does not cover:

  • Retailers not listed on our Authorized Dealer Page, or third-party/marketplace sellers (e.g., eBay, unauthorized Amazon storefronts).

  • Exclusive or closed-group pricing (e.g., paid loyalty/membership programs, non-warehouse member discounts, government exchange programs).

  • Financed offers, bundle deals, subscription services, free items, pricing errors, clearance, open-box, refurbished, pre-owned items, or limited-quantity/out-of-stock items.

  • Flash sales or promotional events (e.g., Deal of the Day, Lightning Deals, Black Friday/Cyber Monday limited promos).

Note: Ember Elite reserves the right to refuse a price match if there are reasonable grounds to suspect the pricing is not genuine or cannot be verified.

3. Kismile Return & Refund Policy

1. Return Window

We accept return requests within 30 calendar days from the date you receive your order.

  • Nothing in this policy limits your rights under applicable state laws regarding statutory return periods, which shall control in the event of a conflict.

2. Pre-Authorization Required

All returns must be formally authorized by our customer support team before shipping items back. Unauthorised returns will not be accepted or refunded.

How to start a return: Email support@emberelite.com with your:

  • Order number

  • Reason for the return

  • Photos or videos (required if the item is damaged, defective, or experiencing a functional issue)

We will review your request and respond within 1–2 business days with an Return Merchandise Authorization (RMA) and specific instructions.

3. Return Eligibility & Conditions

To qualify for a full refund, your return must meet the following criteria:

  • The product must be in its original condition, packed securely with all original accessories and manuals.

  • The item must not show signs of misuse, unauthorized modifications, or physical damage.

  • For large appliances, the product must be safely uninstalled prior to packaging.

  • Products returned with missing parts or damage caused by improper installation/misuse are subject to partial refunds or denial.

4. Non-Returnable Situations

We cannot accept returns or issue refunds for:

  • Standard wear and tear from normal product use.

  • Damage caused by neglect, misuse, or installation that deviates from the provided manual.

  • Return requests submitted after the 30-day window has closed (unless dictated otherwise by local state laws).

5. Damaged or Defective Items

If your item arrives defective, damaged, or is missing components, please notify us within 30 days of delivery. Based on the issue, our technical team will verify the claim via your provided photos/videos and offer an appropriate solution, including:

  • A brand-new replacement unit

  • Specific replacement parts

  • A full refund

6. Return Shipping Costs

  • Pre-Approved Defects/Errors: If the return is due to a manufacturing defect, shipping damage, or a fulfillment mistake on our part, Kismile will cover 100% of the return shipping costs.

  • Customer Preference Returns: For standard returns (buyer's remorse, changed mind), the customer is responsible for the return shipping expenses.

  • Transit Risk: When returning an item under preference, you assume responsibility for any damage or loss incurred during transit back to us. We highly recommend using a trackable and insured shipping service, as we cannot issue refunds for items damaged by the carrier during a return.

7. Refund Processing Time

Once your return arrives at our facility and passes physical inspection, we will notify you of your approval status. Approved refunds are processed back to your original payment method within 5–10 business days. (Please note that your bank or credit card company may require additional processing time to post the funds to your account balance).

4. 360 Cookware Return & Exchange Policy

We take great pride in the quality of our cookware and want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy guidelines below.

60-Day Return Eligibility

We accept returns on all unused cookware within 60 days of the original purchase date.

  • Condition: Cookware must be returned in the exact same condition and packaging it was originally delivered in.

  • Restocking Fee: A 5% restocking fee will be applied to the final refund if the product is not returned in its original, undamaged packaging.

  • Return Shipping: The customer is responsible for all return shipping costs.

Important Packing Notice: Please ensure your return is packed securely. We cannot issue refunds or credits for cookware that arrives damaged due to poor shipping protection during transit back to our facility.

Product Exchanges

If you choose to exchange an item for a product of lesser value, Ember Elite will happily refund you the difference to your original payment method once the exchange is processed.

How to Initiate a Return (Pre-Authorization Required)

Before shipping any items back, you must speak with a customer service representative.

  • Contact Us: Please email support@emberelite.com to receive formal authorization and return instructions.

  • Note: Unsolicited or unauthorized shipments sent to our warehouse will be strictly refused and returned to the sender.

Final Sale Exclusions

Returns, exchanges, and refunds are not permitted on the following items:

  • Factory Seconds

  • Overstock Sale Items

  • Friends & Family Event purchases

  • Any promotional sales where the applied discount is greater than 30%

Contact Us

For return authorization or questions regarding your shipment, please contact our support team at:

  • Email: support@emberelite.com

11. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

12. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from Ember Elite, you agree to this Return and Refund Policy.

Ember Elite
support@emberelite.com
1-801-820-0208
4043 Riverdale Rd. #1034 Ogden, UT 84405 United States