Refund & Return Policy

This Refund & Return Policy is published by LIMINGX GLOBAL INC., trading as Drip & Ember, and applies to orders placed through our storefront. We keep this under review and will post any change here.

Effective date: the date this policy is published on our storefront. If we revise it, the new version takes effect the day it appears there. Any notice under this section may be given by email or through our storefront.

Return window

We want the piece to be right for you. If it is not, this policy explains what we accept back, how to send it, and how the refund reaches you. The period runs from the delivery scan rather than the order date.

We accept returns of drippers, kettles and serving ware within the window shown on each product page and confirmed at checkout. That figure is the one that applies to your order; where a product page and a checkout summary differ, the checkout summary governs. A late request is considered on its merits.

Condition we can accept

An item comes back to us in a resellable state or it does not come back at all. For drippers, kettles and serving ware that means the points below, which are specific rather than generic because a return that fails them usually fails for a reason we can name. Trying an item on is expected; using it is not.

• Unworn and unmarked: a coffee piece that has been tried and assessed, not used.
• With its original packaging for drippers, kettles and serving ware: box, inner wrap, inserts and any tags still attached.
• Complete, including every accessory and part that shipped with the coffee piece.
• The order number for the coffee piece. A card statement is not sufficient on its own, as it does not itemise what was bought.

If the item arrives damaged or faulty, these condition rules do not apply. A fault is our problem, not yours, and it is handled under the damaged-goods section below. Tags that have been removed should be returned with the item.

What we cannot take back

A few categories cannot be resold for hygiene or legal reasons, and a few cannot be returned because they were made for you. Those are listed here rather than left to be discovered at the end of the process. A faulty item in any of these categories is still covered.

• Bespoke work on drippers, kettles and serving ware: engraving, monogramming, custom sizing, or a coffee piece made to your specification. Returnable only if faulty.
• Used, washed, altered or repaired drippers, kettles and serving ware, whatever their age.
• Unsealed hygiene goods from drippers, kettles and serving ware: grooming tools, applicators, bath items. Once the seal is broken they cannot be resold.
• Opened consumables — wax, sealant, ink, seed, polish — which cannot be verified or resold once used on a coffee piece.
• Delivered digital items — downloads, licence keys — excluded once accessed, even where bundled with drippers, kettles and serving ware.
• A coffee piece arriving outside the window may be refused, or accepted at our discretion as store credit.

How to start a return

Send one message before you post anything. A parcel that arrives without a return reference is difficult to match to an order and slows the refund down. Nothing should be posted until a return reference has been issued.

1. Message us with your order number, the item you want to return and the reason. A photograph helps where the reason is a chipped spout, or a kettle lid that no longer seats in the rim. Keep the tracking receipt until the refund clears.
2. We reply with a return reference and the address to send it to. Nothing should be posted before that reply arrives. The parcel should arrive in the packaging it was sent in.
3. Pack it as it arrived, include the reference inside the parcel, and send it with a tracked service. Keep the tracking number until the refund clears. A return without a reference takes longer to match to an order.

We confirm receipt by message as soon as the parcel is opened. If you have not heard within a few days of the tracking showing delivery, write to us — do not assume it has been processed. Photographs of the fault are needed before a claim is raised.

Who pays the return postage

If the return is because of a fault, a mistake on our part or damage in transit, we cover the return postage and refund the original shipping charge. If it is a change of mind, you pay the return postage and the original shipping charge is not refunded. Postage depends on address, parcel size and service chosen.

How the refund is issued

Refunds go back to the original payment method. We cannot redirect a refund to a different card or to a bank account, because the payment processor only permits a reversal against the original transaction. The credit is raised after inspection rather than on dispatch.

The refund is issued after the return has been inspected, and it covers the price paid plus any tax charged. Where the return is due to our error, it also covers the outbound shipping. Outbound shipping is included only where the return is our responsibility.

The time a refund takes to appear is set by the payment provider and your bank rather than by us. Once we have issued it you will see a credit notification, and the statement entry follows on the provider's own schedule. A partial refund reflects value lost through handling.

Exchanges

For a different size, finish or variant of the same piece, the simplest route is a return and a new order. That way the replacement ships immediately rather than waiting for the original to arrive, and you are not exposed if the item you want sells out in the meantime. A replacement ships immediately rather than waiting for the original.

Damaged, faulty or wrong item

If the parcel arrives with a chipped spout, or a kettle lid that no longer seats in the rim, or with the wrong item inside it, tell us within a reasonable time of delivery and keep the packaging. We will replace it or refund it in full, including shipping, and we do not ask you to return a faulty item at your own cost. Keep the packaging until any carrier claim is settled.

Faults that appear after use are handled differently. Message us with a description and a photograph, and we will assess whether it is a manufacturing fault, normal wear, or something the care guidance below would have prevented. A fault on arrival is always our cost, not yours.

Looking after it

Most returns we cannot accept stem from care rather than from the item. To keep a piece in condition: rinse with warm water and never take stoneware straight from cold to boiling. Following it prevents most of the faults that come back to us.

Refused and uncollected parcels

A parcel refused at the door, or returned to us as uncollected, is treated as a return once it reaches us: the item price is refunded and the outbound shipping is not. If the refusal was caused by an error on our side, that rule is reversed and everything is refunded. Goods are refunded on arrival; postage already spent is not.

Please check the address before completing checkout. If a parcel is returned because the address was incomplete or incorrect, we can resend it once the postage for the second attempt is covered. Where the failure to deliver was ours, everything is refunded.

Your statutory rights

Nothing in this policy reduces the rights you have under the consumer law that applies where you live. Where this policy and that law differ, the law prevails, and we will not ask you to waive a right in order to shop with us. Where this policy and the law differ, the law governs.

Contact

Questions about this policy reach us fastest by message. You can email us at info@llim.shop. You can also call +1 (215) 971-4392. Please quote your order number so we can find the right record. Please include your order number so the record can be found quickly.