We are committed to supplying the products that have been confirmed in your order.

Where a product, specification, finish or feature has been specifically guaranteed by Ember & Stone and we are unable to supply the agreed product or an alternative solution acceptable to you, we will work with you to resolve the matter fairly.

If we cannot fulfil a confirmed and guaranteed product as agreed, Ember & Stone will provide an appropriate resolution, which may include:

• A full refund of payments made for the affected product
• A full discount or goodwill adjustment where appropriate
• An alternative product or solution agreed with you

Our priority is to ensure that customers receive exactly what they have purchased and that any issue is handled with fairness, transparency and care.