Refund policy
Returns
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be defective or damaged, and returned unused, in the same condition that you received it. It must also be in the original packaging. We are not able to provide refunds for change of mind.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Due to the sensitive nature of compostable packaging, its shelf life is naturally shorter than traditional packaging. Returned stock must have adhered to the First in First Out (FIFO) process.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refund value is limited to the value of the product purchased only. Consequential claims are not accepted. Please take care when dealing with product you are not 100% satisfied with, and return all bags you are requesting refund for.
Due to the sensitive nature of compostable packaging, its shelf life is naturally shorter than traditional packaging. Refunds are not available if stock owned by customer has not followed the First in First Out (FIFO) process.
Consequential Loss, Indirect Loss and Limitation of Liability
To the maximum extent permitted by law, Ember Sustainable Packaging accepts no liability for any consequential, indirect, incidental, special, punitive, exemplary, or downstream loss, cost, damage, claim, or expense arising from the purchase, use, storage, handling, transport, sealing, filling, resale, non-use, delay, failure, or alleged unsuitability of any packaging product supplied.
This includes, but is not limited to, loss of product, loss of packed goods, loss of stock, loss of sales, loss of revenue, loss of profit, loss of business opportunity, production delays, downtime, repacking costs, labour costs, freight costs, courier costs, storage costs, disposal costs, recall costs, customer refunds, customer claims, third-party claims, damage to reputation, loss of goodwill, or any costs associated with replacing, reworking, recovering, or remaking finished goods.
Customers are responsible for confirming that any packaging product is suitable for their intended product, machinery, sealing equipment, packing process, storage conditions, transport method, handling environment, shelf-life requirement, regulatory requirements, and end-use application before use, resale, or commercial rollout.
Any approved refund, credit, replacement, or remedy will be limited strictly to the value of the packaging product supplied by Ember Sustainable Packaging and accepted by us as faulty in accordance with this policy. Ember Sustainable Packaging will not be liable for any amount greater than the original purchase price paid for the affected packaging product.
Nothing in this policy is intended to exclude, restrict, or modify any rights that cannot lawfully be excluded under applicable law.
Aged Stock and Storage Conditions
Due to the nature of compostable packaging, we are unable to accept returns, refunds, credits, or replacements for aged stock where the product has been held for an extended period after purchase.
Packaging performance can be affected by age, temperature, humidity, sunlight, handling, compression, and storage conditions. Once goods have been delivered and stored by the customer, we are unable to verify how the product has been stored or managed over time.
For this reason, any issue relating to product performance must be raised promptly after delivery and within our stated return period.
Customer Testing and Product Suitability
Customers are responsible for testing packaging for their own product, equipment, sealing method, storage conditions, transport method, and shelf-life requirements before committing to larger quantities.
Compostable packaging materials may not perform in the same way as conventional plastic packaging and may have different strength, sealing, barrier, storage, and handling characteristics.
We do not accept returns, refunds, or credits where packaging is later found to be unsuitable for a customer’s specific use, process, machinery, storage method, or shelf-life requirement, unless the issue was reported within the return period and confirmed by us as a product fault.
Over-Ordering and Unused Stock
We are unable to accept returns or provide refunds or credits for stock that has been over-ordered, is no longer required, has been replaced by another packaging format, or has remained unused beyond the appropriate usage period.
Customers should order quantities that are suitable for their expected usage timeframe, particularly when ordering compostable packaging.
Repeat Orders
Where a customer places repeat orders for the same or similar product after receiving and using earlier stock, this may be treated as confirmation that the product was accepted as suitable at the time of ordering.
Any concerns with product performance should be raised before placing further orders for the same item.
Inspection Requirement
All return, refund, credit, or replacement requests are subject to inspection. Customers may be required to return a representative sample of the product, unused stock, packaging, batch details, order information, and photographs before any claim can be assessed.
We are unable to assess claims where the product has been used, discarded, altered, repacked, stored for an extended period, or is otherwise unavailable for inspection.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at .
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged, and have been proven to follow FIFO. We require proof of this in the form of a photo, and returned defective or damaged items. If you need to exchange your purchase for the same item, send us an email at and send your defective or damaged item to: Ember Asset Management, Online Warehouse, 12 Travers Road, Te Kauwhata, New Zealand.
Shipping
To return your product, you should mail your product to: Ember Asset Management, Online Warehouse, 12 Travers Road, Te Kauwhata, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.