One-year limited warranty
If your Ember Pro stops heating or its battery stops holding a charge in normal use during the first year, we replace it. This page says exactly what that covers and how to claim it.
WhoYouThe person who bought the Ember Pro from this website, or who received it as a gift.
How long1 yearFrom the day the parcel is delivered.
WhatThe boxA unit that no longer heats, a battery that no longer holds a charge, or a panel or button that no longer works, in normal use.
What we doReplace itWe send you a new Ember Pro at no cost to you. If we can no longer supply one, we refund what you paid for the box.
What it does not cover
DamageA unit that has been dropped, submerged, opened or modified.
WearNormal wear on the lid seal and the carry bag after months of daily use.
Other sellersUnits bought anywhere other than this website: we have no way to verify them.
How to claim
1. Write to ushello@hearthandhaul.com or the form on the Help page, with your order number (it is in your confirmation email) and a sentence about what is wrong. A photo or a short video helps.
2. We answerWithin one business day, from our team. Many problems turn out to be charging or settings, and we solve them in that first reply.
3. We replace itIf it is covered, we ship the new unit free. Please do not send the old one back on your own: its lithium battery makes it a restricted parcel. If we need it, we email you prepaid, compliant return instructions.
Your other rights
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. It is in addition to our 30‑day money‑back guarantee, not instead of it.
Warrantor: Hearth & Haul, SIRET 943 105 775 00010. Mailing address: 62 Rue du Rochoir, 62430 Sallaumines, France. Email: hello@hearthandhaul.com.
