Returns
Return Policy
How deposits, cancellations, returns and the warranty work. Every build is backed by a guarantee, and worn parts — a stove component, a seal — are stocked, replaceable parts.
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Payment and delivery date
Payment terms are agreed for each order, depending on your country and the products you choose, and are stated in your contract or invoice: whether a deposit is required and how much, when the balance is due, and what each payment starts — production, or preparation for shipping if the model is in stock. Unless your contract or invoice says otherwise, the balance is due before the tub ships.
The delivery date depends on where you are and on the order, and we agree it with you in writing in the contract or invoice.
Cancelling an order
You can cancel at any time before the tub ships. The deposit stated in your contract or invoice is non-refundable, because it pays for materials and work already under way. Anything you paid above the deposit is refunded in full.
If we ship late
If your order hasn’t shipped within 4 weeks of the agreed date for reasons on our side, you can cancel and get everything back, deposit included.
Damage in transit
Check the crate while the driver is still there, and note any damage on the delivery receipt. Then send us photos within 48 hours of delivery. We repair or replace whatever arrived damaged, at our own expense.
Returns within 30 days
If the tub isn’t right for you, you can return it within 30 days of delivery, if:
- it hasn’t been installed, filled or fired;
- it comes back in its original crate, with all parts and accessories.
Tell us first and we’ll send the return address. You arrange and pay for return shipping. Once the tub arrives and we’ve checked it, we refund the price minus the deposit stated in your contract or invoice.
Warranty
- Steel structure — 10 years. If a leak appears, we repair it, or replace the vessel if it can’t be repaired.
- Everything else — 2 years. The stove, fittings, wooden parts and accessories are covered against defects in materials and workmanship.
Both periods run from the delivery date. Within the warranty, we pay for the parts and their shipping. Repairs on site are either done by you with our step-by-step guidance, or paid for by us. A replacement vessel is delivered at our cost.
The warranty doesn’t cover normal wear — the wooden parts are designed to last about 5 years, and we offer discounted wooden sets to refresh them. It also doesn’t cover damage from accidents, misuse, water left to freeze in the tub or stove, or ignoring the care instructions we send with the tub.
How to make a claim
Email roman.s@emberborea.com or message us on WhatsApp with your order details, a short description and photos. We’ll confirm what happens next.
Refunds
Refunds go back to the original payment method within 14 days of being approved.
Your rights under the law
This policy adds to your legal rights; it doesn’t limit them. If the consumer law where you live gives you more — for example, in the EU or the UK — that law applies.