Returns & Refunds

Last updated: 14 September 2026

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We hope you are happy with your Explore Breathe Repeat order. If something is not right, please contact us at:

explore.ember@gmail.com

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Please do not return an item without contacting us first. Some products are fulfilled from different locations and we need to provide the correct return instructions and return address.

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Change of Mind

For most products purchased online, you have the right to change your mind.

You must tell us that you wish to cancel your purchase within 14 days of receiving your order.

Please email explore.ember@gmail.com with your order number and the item or items you wish to return.

Once you have notified us, the goods must be sent back within a further 14 days.

You do not need to give us a reason for cancelling.

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Returning Your Order

Unless the item is faulty, damaged, incorrect or we have agreed otherwise, the cost and responsibility for returning a change-of-mind purchase is yours.

We recommend using an appropriately insured and trackable delivery service, as the goods remain your responsibility until they are returned.

Please package products carefully to protect them during transit. Original packaging should be used where reasonably possible, particularly for fragile products.

You may examine a product in the same way that you reasonably could in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning and this reduces its value, we may make an appropriate deduction from the refund.

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Do Not Return to Sender

Please do not refuse a delivery or simply return a parcel to sender instead of contacting us.

Some Explore Breathe Repeat orders are dispatched directly by third-party fulfilment partners and the address shown on the parcel may not be the correct returns address.

If a parcel is refused, not collected or otherwise returned by the courier following a correctly attempted delivery, and this is due to a change of mind or customer action, you may be responsible for the actual direct cost charged to us for returning the parcel, where permitted by law.

Courier and supplier return-to-sender charges can be £15 or more depending on the parcel and service used. We will not charge more than the actual direct return cost incurred.

No such charge will be made where the return results from our error, a faulty or damaged product, or a delivery failure for which you are not responsible.

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Damaged, Faulty or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, faulty or incorrect, please contact us as soon as possible and preferably within 24 hours of delivery at: explore.ember@gmail.com

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Please include:

• Your order number

• A brief description of the problem

• Photographs of the product

• Photographs of any damage

• Photographs of the outer and inner packaging where relevant

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Please retain the item and its packaging while we investigate the issue.

Reporting transit damage promptly is particularly important because some couriers and suppliers operate short damage-claim periods.

The request to report damage within 24 hours does not affect or reduce your statutory consumer rights.

Where goods are faulty, damaged, misdescribed or incorrectly supplied, we will deal with the matter in accordance with your statutory rights and will bear reasonable return costs where a return is required. Goods must be as described, of satisfactory quality and fit for purpose.

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Refunds

For a valid change-of-mind cancellation, we will refund the price paid for the returned goods.

Where you paid a delivery charge, we will refund the cost of our standard delivery option. Any additional amount paid for an enhanced or premium delivery service is not refundable beyond the cost of standard delivery.

Where goods are being returned, we may wait until we have received them back or you provide evidence that they have been sent, whichever occurs first.

Refunds will be made to the original payment method and normally within 14 days of the relevant return point required by law.

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Items That Cannot Be Returned for Change of Mind

The statutory right to cancel does not apply to certain products where an exemption applies, including:

• Goods made to your specification or clearly personalised

• Goods that deteriorate or expire rapidly

• Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken

• Other products excluded from cancellation rights by law

Any relevant restriction will be stated where appropriate.

These exclusions do not affect your rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

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Natural Materials

Some Explore Breathe Repeat products contain natural materials including crystals, minerals, stone and sheepskin.

Natural variations in colour, markings, texture, shape and size are characteristic of these materials and are not normally considered faults where the product otherwise corresponds with its description.

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Contact

To request a return, cancel an order or report a damaged, faulty or incorrect product, please contact:

Explore Breathe Repeat

Email: explore.ember@gmail.com

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Please include your order number so that we can assist you as quickly as possible.