Shipping & Return Policy

At Embers & Iron, we believe a premium grilling experience starts the moment you place your order. Because you are investing in high-quality equipment, we are committed to ensuring it arrives safely, swiftly, and ready to elevate your next cookout.

1. Shipping & Delivery

We ship nationwide across Australia.

  • Processing Time: All orders are dispatched from our warehouse within 3 business days. During busy periods, you may experience short delays.

  • Shipping Costs: * Standard Shipping: Calculated at checkout based on your location.

    • Express Shipping: Calculated at checkout based on your location.

  • Delivery Estimates:

    • Metro (Sydney, Melbourne, Brisbane): 2–5 business days.

    • Regional & Interstate (WA, NT, TAS): 5–10 business days.

  • Tracking: Once your order is dispatched, you will receive a tracking number via email to monitor your delivery in real-time.

    All delivery timeframe are estimates only and subject to location and carrier capacity.

  • We currently do not offer international shipping. 

2. Returns & Replacements

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Faulty or Damaged Items

If your grill rack arrives damaged or develops a fault that violates our quality guarantee (such as premature rusting despite proper care), we will make it right.

  • Action: We will provide a full refund or a brand-new replacement at no cost to you.

  • Shipping: We will cover all return shipping costs for faulty items.

Change of Mind Returns

We want you to be confident in your step up to better quality. If you change your mind, we offer a 30-day return window from the date of delivery.

  • Conditions: To be eligible, the rack must be unused, unwashed, and in its original packaging.

  • Process: Once we receive and inspect the item, we will issue a refund (minus original shipping costs).

  • Return Shipping: For change-of-mind returns, the customer is responsible for the return shipping costs.

3. How to Initiate a Return

  1. Contact Us: Email our support team at philip.001@embersiron.com.au with your order number and photos (if the item is faulty).

  2. Pack Securely: Ensure the item is packed safely to prevent damage during transit.

  3. Send: We will provide you with the return address or a prepaid shipping label (for faulty goods).

4. Our Quality Commitment

Unlike mass-produced, rust-prone alternatives, our racks are built to last. If you have any questions about the maintenance or performance of your product, please reach out to our team. We are here to help you get the most out of your investment.