Terms & Conditions

Last updated: 29 September 2026

1. About these terms

These terms apply when you visit emberpatch.com or buy from us. ember patch is operated by Ember & Co Pty Ltd (ABN 20 702 719 864), based in Melbourne, Victoria. In these terms, "we", "us" and "our" mean Ember & Co Pty Ltd, and "you" means the person using our website or placing an order.

By placing an order you agree to these terms, together with our Shipping Information, Returns & Refunds Policy and Privacy Policy.

2. Your consumer rights

Nothing in these terms excludes, restricts or changes any right you have under the Australian Consumer Law or any other law that can't be excluded. If you're in New Zealand, nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

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.

3. Our products and how to use them

ember patch is a single-use, air-activated patch that gives gentle warmth for comfort. Please read and follow the directions and warnings on the packaging and on our product pages before use, including:

• do a patch test before first use, and remove the patch straight away if it feels too hot or your skin becomes irritated
• don't apply it to broken, damaged or irritated skin
• don't wear it while you're sleeping
• if you're pregnant, or managing diabetes or circulation issues, check with your doctor first
• keep out of reach of children and pets, and use each patch once only

ember patch is not a substitute for medical advice. If you have severe, ongoing or unusual pain, please see a doctor.

We try to show our products accurately, but colours and packaging on screen may look slightly different in person.

4. Prices and payment

Prices are in Australian dollars and include GST where it applies. If you shop from New Zealand, you may see prices converted to New Zealand dollars. The final amount, including any shipping cost, is always shown at checkout before you pay.

Payments are processed securely by our payment providers. We don't see or store your full card details.

If a product is listed at an obviously wrong price because of an error, we'll contact you before sending your order. You can then choose to go ahead at the correct price or cancel for a full refund.

5. Orders

When you place an order, we'll email you a confirmation. If we can't fulfil an order, for example because an item is out of stock or we can't verify the delivery address, we'll let you know and give you a full refund of anything you've paid.

If you need to change or cancel an order, email us within 24 hours of placing it. After that your order has usually been packed, but we'll still do our best to help.

6. Offers and the free try-set

From time to time we run offers, such as our free three-patch try-set where you pay only for shipping. Each offer is available while stocks last and may be limited in number (for example, to the first 300 orders) and to one per customer. The details shown with each offer form part of these terms. If an offer is clearly being misused, for example through multiple accounts, we may cancel those orders and refund anything you've paid.

7. keep warm subscriptions

If you choose a keep warm subscription, you agree to be charged automatically for each delivery, at the price and frequency shown when you sign up, until you cancel. Payment is taken from the payment method you used at checkout (or one you update in your account) on each billing date.

• You can skip a delivery, change how often you receive it, pause or cancel at any time from your account, or by emailing us. There is no minimum term and no cancellation fee.
• To stop the next charge, please cancel or skip before your next billing date. 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.
• If we change the price of your subscription, we'll email you at least 14 days before the new price applies, so you can cancel before then if you'd like.

8. Shipping and delivery

We currently deliver to Australia and New Zealand. Delivery timeframes are estimates, and our Shipping Information page explains them. We arrange delivery with our courier partners, and if a parcel is lost or damaged before it reaches you, we'll sort it out with the courier and send a replacement or give you a refund.

Please make sure your delivery address is correct. If a parcel can't be delivered because the address you gave us was wrong or incomplete, we may need to charge the cost of sending it again.

9. Returns and refunds

Our Returns & Refunds Policy explains our 60-day money-back guarantee on your first order and what to do if something arrives faulty, damaged or wrong. It sits alongside, and doesn't replace, your rights under consumer law.

10. Reviews and content you share

If you send us a review, photo, video or other content, you confirm it's your own honest experience and that you have the right to share it. You allow us to use it, free of charge, on our website, social media and marketing, with your first name or username, unless you ask us not to. We only publish genuine reviews and won't change them in a way that changes their meaning. We may choose not to publish content that is offensive, unlawful or not about our products.

If we've given you a free product or payment in exchange for content, that will be made clear wherever the content appears.

11. Our website and intellectual property

All content on this website, including our name, logo, photos, text and designs, belongs to us or is used with permission. You're welcome to view and share our pages for personal use, but please don't copy, sell or reuse our content for commercial purposes without our written permission.

Please use our website lawfully. Don't try to interfere with it, access it in ways it isn't designed for, or use it to send spam or harmful code.

Our website may link to other websites, such as payment, delivery or social media services. We aren't responsible for the content or practices of those websites.

12. Our liability

Subject to your rights under consumer law (see section 2), we aren't liable for any loss that wasn't reasonably foreseeable when you placed your order, or for loss caused by using our products other than as directed.

If you buy our products for resale or business use, then to the extent the law allows, our liability for a failure to comply with a consumer guarantee is limited to replacing the goods or refunding what you paid for them.

13. Privacy

Our Privacy Policy explains how we collect, use and protect your personal information.

14. Changes to these terms

We may update these terms from time to time, for example when our products, offers or the law change. The version on this page when you place an order applies to that order. If a change affects an active subscription, we'll email you before it applies, and you can cancel without any fee.

15. Governing law

These terms are governed by the laws of Victoria, Australia. If you're a consumer in New Zealand, you also keep the protections of New Zealand consumer law.

16. Contact us

If you have a question about these terms or your order, please email us. We aim to reply within one business day.

hello@emberpatch.com
Trading as Ember & Co
ABN 20 702 719 864