Returns & Refunds
Last updated: 29 September 2026
Our 60-day money-back guarantee
We believe in our patches, and we'd love you to give them a fair go. We recommend trying them for at least one full cycle. If ember patch still isn't right for you, email us within 60 days of receiving your first order and we'll give you a refund for the product.
- Include your order number, or the name and email you ordered with.
- Tell us briefly what didn't work for you. It genuinely helps us improve.
- We'll confirm the next steps, including whether we need any unopened patches sent back.
The guarantee covers your first paid order with us, once per customer. If your first order was the free try-set, it covers your next order instead. For change-of-mind refunds, the original shipping cost isn't refunded.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our money-back guarantee is extra to these rights, not instead of them. If you're in New Zealand, you also have rights under the Consumer Guarantees Act 1993.
Faulty, damaged or incorrect items
If your order arrives faulty, damaged or not what you ordered, please email us as soon as you can with your order number and a photo of the problem. We'll send a replacement or give you a full refund, including any shipping you paid. You won't need to pay to send anything back.
A dented box with undamaged patches inside isn't a fault. Damage caused by not following the directions for use isn't treated as a fault, but this never affects your rights under consumer law.
Changing or cancelling an order
To change or cancel an order, email us within 24 hours of placing it. If it hasn't been packed yet, we'll update it or cancel it and give you a full refund. After that, your order has usually been packed, but we'll still do our best to help.
Subscriptions
You can skip, pause or cancel your keep warm subscription at any time from your account, or by emailing us. If you've been charged for a delivery you meant to cancel and it hasn't shipped yet, contact us and we'll refund it.
How refunds are paid
Refunds go back to your original payment method within 7 business days of us approving them. Depending on your bank, it can take a few more days for the money to appear in your account.
Changes to this policy
We may update this policy from time to time. The version on this page when you place your order applies to that order.
Contact us
hello@emberpatch.com
Trading as Ember & Co
ABN 20 702 719 864