Politique de remboursement
AEMBR
Return & Refund Policy
Last Updated: March 2026
✦ Did You Purchase Checkout+ Protection?
- YES — You get free returns, exchanges on used items, and coverage for damaged, lost, or stolen packages. No fees.
- NO — You are responsible for return shipping. A 3% processing fee applies to refunds. Claims must be filed through our portal.
1. Order Changes & Cancellations
Once an order is placed, it usually cannot be changed, canceled, or combined with another order. Discount codes cannot be added after checkout.
If your order has not shipped yet, you may ask to cancel:
- Refund to your original payment: A 3% fee applies.
- Store credit or AEMBR gift card: No fee.
Orders that have already shipped cannot be canceled.
2. Return & Exchange Options
Your return options depend on whether you purchased Checkout+ Protection at checkout.
| ✅ With Checkout+ | ❌ Without Checkout+ | |
|---|---|---|
| Return window | 30 days from delivery | 14 days from delivery |
| Exchange window | 30 days from delivery | 30 days from delivery |
| Return shipping | FREE (prepaid label provided) | Buyer pays return shipping |
| Refund processing fee | None | 3% fee deducted from refund |
| Returns on used items | Allowed | Not allowed — items must be unused |
| Damaged in shipping | Covered — file through portal | Must file claim; buyer is responsible |
| Lost or stolen package | Covered — file through portal | Must file claim; not guaranteed |
Shipping costs are non-refundable in all cases.
3. With Checkout+ Protection
What Checkout+ Covers
- Free return shipping — a prepaid label is provided.
- Returns and exchanges on used items (within 30 days).
- Packages damaged during shipping.
- Lost or stolen packages.
- No processing fees on refunds.
How to Start a Return (With Checkout+)
- Go to the returns portal from your order confirmation email or our website.
- Choose: refund, exchange, or store credit.
- Print your FREE prepaid label and drop it at the carrier.
- Exchanges ship once your return is scanned as in transit.
Refund & Exchange Timeframes (With Checkout+)
| Option | Window | Notes |
|---|---|---|
| Refund to original payment | 30 days from delivery | Processed within 7 business days after inspection. No fee. |
| Exchange | 30 days from delivery | Advanced and instant exchange options available. |
| Store credit | 30 days from delivery | Issued as an AEMBR credit code. |
4. Without Checkout+ Protection
Important — No Checkout+ on Your Order
- You are responsible for return shipping costs.
- A 3% processing fee is deducted from any refund to your original payment.
- Items must be unused, unopened, and undamaged to be eligible.
- For damaged, lost, or stolen items, you must file a claim through our portal — outcomes are not guaranteed.
How to Start a Return (Without Checkout+)
- Go to the returns portal from your order confirmation email or our website.
- Choose: refund, exchange, or store credit.
- Ship items back at your own cost — use a trackable shipping method.
- Refund will be processed within 7 business days after we receive and inspect the item.
Refund & Exchange Timeframes (Without Checkout+)
| Option | Window | Notes |
|---|---|---|
| Refund to original payment | 14 days from delivery | 3% processing fee deducted. Processed within 7 business days. |
| Exchange | 30 days from delivery | Advanced and instant exchange options available. |
| Store credit | 30 days from delivery | Issued as an AEMBR credit code. No fee. |
5. Item Condition & Eligibility
To be eligible for a return or exchange, items must meet these conditions:
- Unused, unopened, unlit and undamaged (unless you have Checkout+ Protection).
- In original packaging with all included free gifts.
- If a free gift is not returned, its value will be deducted from your refund or credit.
- Returns missing outer boxes, pouches, or packaging may be denied or partially refunded.
Items We Cannot Accept Back
- Final sale or clearance items.
- Opened laundry products.
- Used or damaged items (unless you have Checkout+ Protection).
6. Scent Swap Guarantee
Not feeling a scent in your space? We have you covered.
- Valid within 7 days of delivery.
- Items must be unused, unopened, and undamaged.
- Laundry products must be new and unopened (tip: order laundry samples first!).
- Without Checkout+: buyer pays return shipping.
- With Checkout+: return shipping is free.
7. Damaged, Missing, or Defective Items
Something wrong with your order? Here is what to do:
- Report within 48 hours of delivery — email help@aembr.co.
- Include photos of the product, the packaging, and the shipping label.
- Without photos, we cannot process your claim.
- After emailing, file your claim through the claims portal.
Checkout+ vs. No Checkout+ for Damaged/Lost Items
- With Checkout+: Damaged, lost, and stolen packages are fully covered. File through the portal.
- Without Checkout+: You must file a claim. Coverage is not guaranteed.
8. Holiday & Sale Orders
All Sale Orders Are Final
- No returns, exchanges, edits, or cancellations on sale orders.
- Sale pricing applies only during the promotional period.
- Processing time: 4–8 business days before shipment.
- Only one discount code per order. Many codes will not apply during sales.
- Aembassador discounts: valid on full-price items only.
If an item sells out: We will reach out to arrange a scent swap. If we do not hear back, we will refund that item and ship the rest. If a wick type is unavailable, we will substitute the next available wick for the same scent.
9. Chargebacks
Filing a chargeback has serious consequences for your account:
- Account will be terminated.
- All loyalty points and memberships will be forfeited.
- Future orders may be restricted.
- A 3% merchant fee is kept on any canceled orders related to a chargeback.
10. Return Address
AEMBR Returns
9144 Spring Branch Dr, Unit 103
Houston, TX 77080
11. Questions? We are Here.
Email us anytime at help@aembr.co — we are happy to help.
AEMBR reserves the right to deny returns that fail inspection or fall outside the return windows stated in this policy.
