Terms of service

Last Updated: 11 September 2026

This website is operated by EmberWrap. Throughout the site, the terms "we", "us" and "our" refer to EmberWrap. By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions.

1. STOCK, BATCH DISPATCH & DEMAND

Our products are released and dispatched in production batches. Each batch is quality-checked before dispatch, and orders are fulfilled in the order they are received. By purchasing, the customer acknowledges that they are buying from a batch-dispatched product line and that availability and dispatch position depend on the batch queue at the time of order.

2. ESTIMATED TIMELINES & FULFILLMENT EXPECTATIONS

The following timelines apply to all orders:

• Processing & dispatch preparation: 1–3 business days.
• International shipping & logistics: 7–15 business days.
• Total delivery window: by completing a purchase, the customer expressly acknowledges and agrees to a total delivery window of up to 18 business days from order date.
• High-demand extension: during periods of exceptional demand (including the pre-Christmas period), batch dispatch may extend processing by up to 10 additional business days. Affected customers are notified by email.

A delay within these published windows is a standard part of our fulfilment process and does not constitute a breach of contract or a valid reason for a refund or chargeback.

3. VISUAL REPRESENTATIONS & AI ASSISTANCE

We use high-end digital technology and AI-assisted creative previews to showcase the aesthetic potential and details of our products on the Site. These images are for illustrative purposes. While we strive for 100% accuracy, the final physical product may show slight variations in knit texture and colour tone, which are inherent to textile production and are not defects.

4. ORDER ACCEPTANCE

When you place an order with EmberWrap, you are making an offer to purchase. EmberWrap reserves the right to accept or decline your order at our sole discretion. Your order is not accepted until we confirm acceptance and your payment has been received and processed. In the event that we do not accept, modify, or cancel an order, we will attempt to notify you via the email, billing address, or phone number provided at the time the order was placed.

5. ORDER CANCELLATIONS

Once an order is placed, it enters our automated processing system. Cancellations are permitted only within the first 12 hours of purchase. After 12 hours the order is allocated to a dispatch batch, handling costs are incurred, and the order cannot be cancelled. Customers must wait to receive the item and then follow our Returns Policy.

6. RIGHT TO CANCEL ORDERS (PRICING & LOGISTICS)

We reserve the right to refuse or cancel any order. This includes, but is not limited to: errors in pricing or descriptions; extreme logistical costs to specific remote regions that exceed the feasibility of the sale. In such cases, a full refund will be issued immediately.

7. TITLE & RISK OF LOSS

Once we transfer products to the shipping carrier, title and risk of loss passes to the customer. EmberWrap is not responsible for loss, theft, damage, or delay occurring after the carrier has accepted the parcel for transport. Disputes regarding parcels after dispatch must be resolved with the relevant carrier or, where applicable, under the terms of any Shipping Protection add-on purchased at checkout.

8. CUSTOMS, DUTIES AND TAXES

For most major destinations (USA, EU, UK), taxes and duties are included in the final checkout price. However, should any unforeseen local customs charge arise based on specific regional laws, the recipient remains the importer of record and is responsible for such charges.

9. SAFE USE OF THE PRODUCT (IMPORTANT)

The EmberWrap is a low-voltage, USB-powered heated garment. By purchasing, the customer accepts the following conditions of use:

• Power the garment only from a standard USB power bank or USB adapter. Do not modify, cut or re-wire any part of the product, and do not use damaged cables or connectors.
• Never use the product while sleeping. Do not use it on infants, or on any person who cannot feel heat properly or remove the garment unaided; users with reduced heat sensitivity should consult a professional before use. This product is not a medical device.
• Do not bunch, fold tightly or sit on the heat panel while it is powered — keep the heated area able to lie flat against the body.
• Disconnect and remove the power bank before washing. Keep the power bank, pocket and connector dry, and never submerge any part of the product.
• Switch off if you feel discomfort, and inspect the garment, cable and connector for damage before each season of use; discontinue use if any component is damaged.

EmberWrap accepts no liability for misuse, modification, use while sleeping, use contrary to the guidance above, or use of a damaged product.

10. INTELLECTUAL PROPERTY

All content on this site, including but not limited to product designs, photography, video, text, graphics, the EmberWrap name and logo, and the design, selection and arrangement thereof, are owned by EmberWrap or its licensors and are protected by UK and international intellectual property laws. You may use the Services for personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any material on the Services without our prior written consent. Unauthorised use may result in legal action.

11. RELATIONSHIP WITH SHOPIFY

This store is powered by Shopify. All sales and purchases you make in our store are made directly with EmberWrap, not with Shopify. You acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and EmberWrap, including any injury, damage, or loss resulting from purchased products or services. You expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases with EmberWrap.

12. GOVERNING LAW & JURISDICTION

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be resolved exclusively in the Courts of England and Wales.

13. CUSTOMER ACCEPTANCE & ACKNOWLEDGEMENT

By completing checkout on the EmberWrap store, the customer expressly confirms that they have read, understood, and accepted in full: these Terms of Service, the Returns, Refunds & Warranty Policy, the Shipping Policy, and the Privacy Policy. The customer acknowledges that all timelines, eligibility conditions, evidence requirements, non-returnable item exclusions, safe-use conditions and dispute-resolution procedures set out in those documents are binding on the transaction.

14. PRE-CHARGEBACK CONTACT REQUIREMENT & FRIENDLY FRAUD

By placing an order, the customer agrees to contact EmberWrap customer service first by email at emberwrapc@gmail.com and allow a minimum of seven (7) business days for direct resolution before initiating any chargeback with their bank or payment provider. Chargebacks filed without prior good-faith attempt at direct resolution, or filed for parcels with a confirmed courier delivery scan to the customer's order address, may be classified as friendly fraud and contested with the customer's payment provider with the courier delivery evidence and the customer communication record submitted in defense. Where a chargeback is ruled in EmberWrap's favour, EmberWrap reserves the right to pursue the customer for the chargeback fee of £10 GBP or local equivalent, administrative costs, and any associated recovery costs, and to report the customer to fraud-sharing networks (Verifi, Ethoca, Disputifier) and to the relevant consumer fraud authorities where applicable.

15. NO PARTIAL REFUNDS

No partial refunds are issued under any circumstances. Where a return is approved under the Returns, Refunds & Warranty Policy, resolution is either (a) full refund upon receipt of the returned item in eligible condition, or (b) no refund and item kept by customer. Negotiated partial refund offers are not entertained.