Refund policy
Last updated: September 9th, 2026
At Emberena, every piece is personalized and made to order using the names, dates, words, photographs, and other details provided by the customer. Please review this policy carefully before placing your order.
PERSONALIZED AND MADE-TO-ORDER ITEMS
Because our products are created specifically for each customer, personalized and made-to-order items are final sale and cannot be returned or exchanged due to a change of mind.
This includes, but is not limited to:
- • Selecting the wrong size, format, frame, orientation, or other product option
• Spelling, date, name, wording, or other information submitted or approved by the customer
• Low-resolution, cropped, compressed, filtered, or otherwise unsuitable customer-supplied photographs
• Minor color differences between the digital preview, the customer’s screen, and the finished printed product
• Minor natural variations in paper texture, wood grain, frame color, or other materials
• A finished product that does not fit a frame purchased separately by the customer
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer law.
ORDER REVIEW AND PROOF APPROVAL
Customers are responsible for reviewing all personalization details, spelling, dates, photographs, layout, size, format, and product options before submitting an order.
If a separate digital proof is provided after purchase, production will begin only after the proof has been approved. Once a proof has been approved, the customer accepts the displayed design, content, spelling, image placement, and layout.
Please note that colors may appear slightly different on different screens and may vary slightly in print.
CHANGES AND CANCELLATIONS
If you need to change or cancel an order, contact us as soon as possible at returns@emberena.com and include your order number.
We will make reasonable efforts to accommodate your request if production has not started. However, because orders may enter production shortly after approval or purchase, changes and cancellations are not guaranteed.
Once the design has been approved or production has started, the order cannot be changed or canceled.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your item arrives damaged, contains a manufacturing or printing defect, or is materially different from the approved design or product ordered, please contact us within 7 calendar days of delivery at returns@emberena.com.
Please include:
- • Your order number
• A clear description of the issue
• Photographs of the entire product
• Close-up photographs showing the damage, defect, or error
• Photographs of the shipping packaging and label if the item arrived damaged
Please keep the product and all original packaging until your request has been resolved.
After reviewing the information provided, we will offer an appropriate resolution, which may include a replacement, reprint, partial refund, or full refund. If a return is required because of our error or a verified defect, we will provide return instructions and cover the authorized return shipping cost.
Please do not return any product without contacting us first. Unauthorized returns may not be accepted.
CUSTOMER-SUPPLIED INFORMATION AND PHOTOGRAPHS
We cannot provide a free replacement or refund for errors or quality issues caused by information or files supplied or approved by the customer, including:
- • Misspelled names or incorrect dates
• Incorrect wording or personalization details
• Approval of an incorrect digital proof
• Low-resolution, blurry, heavily compressed, filtered, or cropped photographs
• Important elements positioned too close to the edge of the submitted design
• Selection of the wrong product size, format, or frame option
If we identify an obvious image-quality concern before production, we may contact you to request a replacement file. However, customers remain responsible for supplying suitable photographs and reviewing their final design.
COLOR AND MATERIAL VARIATIONS
Colors displayed on phones, tablets, and computer monitors may differ slightly from the finished print because screens and printing processes reproduce colors differently.
Natural oak frames may also vary slightly in grain, tone, and pattern. Fine art paper may have subtle variations in texture. These normal variations are not considered defects.
LOST OR MISSING PACKAGES
If tracking shows that your package is still in transit beyond the expected delivery period, please contact us at returns@emberena.com so we can investigate with the shipping carrier.
If tracking shows “delivered” but you cannot locate the package, please first check the delivery location, household members, neighbors, building management, and the shipping carrier. Contact us promptly if the package remains missing.
We will review lost-package claims based on the carrier’s tracking information and investigation. If a package is confirmed lost in transit, we will arrange an appropriate replacement or refund.
REFUNDS
Approved refunds will be issued to the original payment method.
Once a refund request has been reviewed and approved, we will process the refund within 3 business days.
After we process the refund, it will normally be credited to your original payment method within 7 business days. The exact posting time may vary depending on your bank, card issuer, or payment provider.
Original shipping charges are generally non-refundable unless the order was damaged, defective, incorrect, confirmed lost in transit, or otherwise required by applicable law.
If an order cannot be shipped within the promised timeframe, we will notify you and provide available options, which may include accepting the delay or canceling the unshipped order for a full refund.
CONTACT US
For questions about changes, cancellations, damaged items, replacements, or refunds, contact:
Emberena
Email: returns@emberena.com
Please include your order number whenever possible so we can assist you efficiently.