Order, Refund & Cancellation Policy
Last updated: September 15, 2026
Bluff & Ember Co. sells custom, personalized, made-to-order, supplier-direct and special-order products. Because many items are produced specifically for the customer, return and cancellation rules depend on the order and whether production has started.
Retail Products
Eligible retail (non-custom) items can be returned within 30 days of delivery, as described in our Refund Policy. Please email chris@bluffandember.com before sending anything back. Some items ship directly from supplier partners, so we’ll give you the correct return address and instructions. The rules below apply to custom, personalized, made-to-order and special-order items.
Custom and Personalized Orders
Custom or personalized items are generally not returnable or refundable after the customer approves the final product details or proof and production begins, except when an item arrives damaged, defective, or materially different from the approved order.
Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, or incorrect, contact chris@bluffandember.com as soon as possible. Include the order information and clear photos of the item, packaging and shipping label when applicable. We will review the issue and, when appropriate, arrange a replacement, correction, supplier claim or refund.
Special-Order Items
Special-order products may be non-returnable or subject to supplier restocking, freight or cancellation charges. Known special-order terms will be communicated before the order is finalized.
Cancellations
If you need to cancel, contact us immediately. Orders that have not entered production or been released to a supplier may be eligible for cancellation. Once production, customization, cutting, printing, embroidery or supplier processing has begun, cancellation may no longer be available or may be subject to costs already incurred.
Approved Refunds
When a refund is approved, it will be issued to the original payment method unless another method is required by the payment provider or agreed in writing. Processing times vary by bank or payment provider.
This policy does not limit rights that cannot legally be waived under applicable law.
Contact: chris@bluffandember.com