Return and Refund Policy

Effective Date: July 6, 2026

Our Commitment

We are an authorized dealer for every brand we carry, and we stand behind what we sell. If an item arrives damaged, defective, or incorrect, we fix it fast and at no cost to you. If you simply change your mind, you can still return most items within 30 days under the conditions below.

Quick Summary

  • Return window: 30 days from delivery for most items.
  • Damage or defects: Must be reported within 48 hours of delivery.
  • Restocking fee: 25% on non-defective returns (change-of-mind). No fee on defective, damaged, or incorrect items, or on exchanges.
  • Return shipping: Free for defective, damaged, or incorrect items. Customer pays return freight on change-of-mind returns.

If Your Item Arrives Damaged, Defective, or Incorrect

This is always free to you. Inspect your shipment at delivery, note any visible damage on the delivery receipt, and contact us within 48 hours with:

  • Your order number
  • Clear photos of the damage or issue
  • A short description of the problem

Once approved, we send a prepaid return label or ship replacement parts or a replacement unit, whichever gets you sorted fastest. You choose refund or replacement.

Change-of-Mind Returns

If you would like to return a new, unused item within 30 days of delivery:

  • The item must be unused, uninstalled, and in its original packaging with all accessories.
  • A 25% restocking fee applies. This reflects the manufacturer's restocking cost on factory-direct freight items and is deducted from your refund.
  • You are responsible for return freight. Because these items ship by freight, return shipping is significant, so contact us first and we will help you arrange it properly.

Exchanges for the same item do not incur a restocking fee.

Refunds

Once we receive and inspect your return, we confirm your refund or replacement. Approved refunds are issued to your original payment method within 7 business days of approval.

Cancellations

You can cancel any order for a full refund before it ships. Because most items have a 2 to 4 week lead time, there is usually room to cancel. Once an item has shipped, follow the return process above.

What We Cannot Accept

  • Items reported damaged or defective more than 48 hours after delivery
  • Items that have been used, installed, or modified (unless defective on arrival)
  • Custom or made-to-order configurations
  • Items returned without prior approval

Your Legal Rights

This policy does not limit your rights under applicable US consumer protection law, or the manufacturer's warranty that comes with your product. See our Warranty page for coverage details.

Contact

Phone: 1-307-313-5444
Email: info@ovenandember.com
Hours: Monday to Friday, 9 AM to 5 PM EST

Oven and Ember is operated by GDM Group ECOM USA, 30 N Gould St, Ste R, Sheridan, WY 82801.