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.

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.