Refund policy
Policy Overview
At Ember Pool Tables, we want every customer to feel confident when investing in a high‑quality product for their home. Our returns and exchanges policy is designed to be clear, fair, and supportive. If something isn’t right, we’re here to help you resolve it quickly and respectfully. Our Customer Satisfaction Commitment ensures that if your item arrives damaged, defective, or incorrect, we will repair, replace, or resolve the issue at 100% no cost to you. For standard returns due to change of mind or wrong size selection, returns are accepted within 30 days in accordance with our return guidelines outlined below.
Return & Exchange Eligibility
To qualify for a return or exchange, items must be new, unused, in their original packaging, and include all accessories, hardware, and documentation. Because our products are large and custom‑prepared for shipment, we ask customers to review measurements and product details carefully before ordering.
Return Window
You may request a return or exchange within 30 days of delivery. After this period, returns are only accepted for defective items.
Return Shipping Responsibility
For returns due to buyer’s remorse—such as changing your mind or ordering the wrong model—the customer is responsible for return shipping costs. If the item is defective or incorrect, Ember Pool Tables covers all return shipping expenses.
How to Start a Return or Exchange (RMA Process)
To begin a return or exchange, email returns@emberpooltables.com with your order number and a brief explanation of the issue. Our team will provide an RMA number and step‑by‑step instructions. If you prefer a prepaid return label, we can provide one and deduct the label cost from your refund. Items are shipped to and returned via supplier fulfillment centers.
Damaged or Defective Items
If your order arrives damaged, please notify us promptly so we can assist.
- Freight (LTL) shipments: Damage must be reported within 48 hours of delivery.
- Small parcel shipments (UPS/FedEx): Damage must be reported within 15 days of delivery.
Photos of the damage help us expedite replacements or repairs. All defective or incorrect items are replaced or resolved at no cost to you.
Cancellations
Orders may be canceled for a full refund if the cancellation request is made before the item ships. Once the order has left the warehouse, it must follow our standard return process.
Refund Processing Time
Upon arrival at our warehouse, returned items undergo a 3 to 5 business day inspection period. Once inspected and approved, your refund will be processed within 7 business days. Please allow a total processing timeline of 10 to 12 business days from the date your return is delivered. Once approved, your refund will be sent to your original payment method. Original shipping costs are refunded.
Our Error vs. Customer‑Initiated Returns
If we ship the wrong item or the product is defective, Ember Pool Tables covers all shipping costs for returns, replacements, and reshipment. For customer‑initiated returns—such as ordering the wrong size or deciding the item no longer fits your space—return shipping is the customer’s responsibility.
Exchanges Process
Exchanges follow the same eligibility requirements as returns. Customers are responsible for all return freight fees, which follow our standard return procedures. For exchanges, replacement shipping costs will be calculated and quoted to you for approval prior to dispatching your new item. Once the original item is received and inspected, your replacement will be shipped promptly.
Return Shipping for Oversized Freight Items (LTL Shipments)
For large or heavy items that ship via LTL freight, return shipping works differently than small‑parcel returns. Because freight carriers calculate pricing based on distance, weight, and pallet size, return shipping costs are not flat‑rate.
If a return is due to buyer’s remorse (for example: wrong size, color preference, or a change of mind), the customer is responsible for the cost of return freight. We will help coordinate the return and provide a carrier‑verified freight quote before the item is picked up. This quote is based on:
- The customer’s pickup address
- The item’s weight and dimensions
- Whether the item requires palletizing
- Accessorial fees (liftgate service, residential pickup, appointment delivery, etc.)
Customers may choose to use their own freight carrier if preferred, as long as the shipment is fully insured and properly packaged.
Restocking Fees
Ember Pool Tables does not charge restocking fees for returns. However, all returned items must be:
- In new, unused condition
- In original packaging
- Free of damage or missing parts
If an item is returned with damage, missing components, or signs of use, deductions may be applied to the final refund to cover repair or replacement costs. Items are inspected upon arrival and any partial refund or diminished value calculation will be communicated in writing with photos before deductions are applied.
Final Reassurance Statement
Your peace of mind matters to us. If you ever have questions about returns, exchanges, or product condition, our team is here to support you with clarity and care. Reach out anytime at returns@emberpooltables.com, and we’ll guide you through the process with confidence.
Contact
Should you have any questions about our returns and refunds practices or this Return and Refund Policy, or if you would like to exercise any of the rights available to you, please call +1 208-214-3581 or email us at returns@emberpooltables.com or contact us at 536 S Kelly Rd, Coeur D Alene ID 83814, United States. Support hours are between Tuesday-Friday, 11 AM - 8 PM PST.
