Refund Policy

Last updated: 19/11/2025

At Ash & Ember Co., we take pride in the quality of our products. Because our items are personal care, fragrance, and home–scent products, we follow strict hygiene standards and cannot accept returns on used items.

Below is our full returns policy.

1. Returns Eligibility

We accept returns for:

  • Products damaged in transit

  • Incorrect items received

  • Faulty packaging or leaking products

  • Manufacturing defects

To be eligible:

  • The item must be unused, unopened, and in its original packaging

  • You must notify us within  days of delivery

  • Proof of purchase is required (order number / email)

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

  • Used candles

  • Used perfumes

  • Used body or hand products

  • Products with broken seals

  • Products purchased on sale

3. Refunds

If your return is approved:

  • Refunds are issued to your original payment method

  • Refunds are processed within 3–7 business days after inspection

  • Shipping fees are not refundable

If the product was damaged or incorrect, we will cover the return courier costs.

4. Exchanges

Exchanges are only offered if:

  • The product arrived damaged, or

  • You received the wrong item

For preference-based exchanges (e.g., “don’t like the scent”), we cannot accept a return.

5. Damaged or Incorrect Items

If your item arrives damaged or incorrect:

  1. Email us at info@ashandember

  2. Include photos of the issue

  3. Include your order number

  4. We’ll replace it at no cost to you

6. Return Shipping

For approved returns:

  • We will arrange Courier Guy or PUDO return shipping

  • Return labels will be provided

  • Do NOT ship items back before we approve the return

7. Contact

For return queries, email:

📧 info@ashandember.co.za

This is our WHY.

Ash & Ember was created in a season of reset — a point in life where I wanted something more intentional than the random, mismatched products we use every day.

Not another hobby.

Not another mass-market scent.

Something with purpose.

I kept noticing how chaotic our scent routines actually are:

a fresh body wash, a generic deodorant, a lotion that smells completely different, a fragrance that fights with all of it, and a candle at home that belongs to an entirely different world.

Nothing flows.

Nothing feels like a signature.

Nothing feels like identity.

Ash & Ember was built to fix that.

I wanted a unified scent philosophy — a single essence that carries through your entire day.

From the moment you wake up.

To your skincare or body care routine.

To your fragrance.

To the scent in your home when you unwind at night.

One story.

One energy.

One signature.

Ash represents clarity and the things we leave behind.

Ember represents warmth, presence, and the spark that keeps us moving.

Together, they create a brand built on coherence, contrast, and intention.

Ash & Ember products are crafted slowly and purposefully, designed to work together — not clash.

A full-day scent identity, not a collection of random smells.

This is why Ash & Ember exists:

to turn your daily ritual into a unified experience — powerful, consistent, and unmistakably yours.

 Shop now

Intentionally Crafted

Every formula is built slowly, carefully, and in small batches. No shortcuts. No generic bases.
Everything is designed with purpose.

Unified Scent Identity

Our products are created to flow together —
from skin to space, morning to night.
One essence. One story. One signature.

Contrast and Legacy

Ash for clarity. Ember for warmth.
A brand built on balance, longevity, and pieces that outlive trends.