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Returns & Refunds

ornaments.shop Return and Refund Policy

     Effective Date: January 1, 2026
Welcome to ornaments.shop (hereinafter referred to as “the Store”). To protect your legitimate rights and interests and clarify the Store’s after-sales service standards, we hereby formulate this Return and Refund Policy. Please read it carefully before purchasing. Placing an order means you have fully understood and agreed to all terms of this Policy. The Store will provide you with a fair and efficient after-sales solution in strict accordance with this Policy and relevant laws and regulations.

I. Time Limit for Return Applications

1. Returns for Quality Issues: Within 30 calendar days from the date you receive the product, you may apply for return, exchange, or refund services due to quality problems.
2. Non-Reason Returns: For non-customized ornaments, within 14 calendar days from the date you receive the product, you may apply for a non-reason return on the condition that the product is intact and does not affect secondary sales (excluding some special products, see Point 3 of this Article).
3. Special Notes: Customized ornaments (such as engraved items, exclusive designed styles), special clearance ornaments (marked with “No Return or Exchange”), and ornaments with scratches, deformation, or missing accessories caused by wearing and use are not eligible for non-reason returns; such products can only apply for after-sales service in accordance with Point 1 of this Article if there are quality issues.

II. Return Conditions

Regardless of the reason for the return application, the product must meet the following basic conditions; otherwise, the Store has the right to refuse the return application:
  • The main body of the product, accessories, labels, and original packaging are intact, without damage, stains, or signs of wearing;
  • For returns due to quality issues, clear photos or videos of the product defects (including overall appearance and defect details) must be provided as the basis for review;
  • The returned product must be consistent with the order information. It is strictly prohibited to replace the product or enclose irrelevant items;
  • The application must be submitted within the specified time limit; failure to do so will be deemed as automatic waiver of after-sales rights.

III. Return and Refund Process

To ensure a smooth after-sales process, please follow the steps below strictly:
  1. Submit Application: Please send an email to the Store’s after-sales email address dh1015908432@163.com. The email subject should be marked as “Return Application + Order Number”. The email content must include: Order Number, Consignee Name, Contact Information, Reason for Return, Request (Return for Refund/Exchange), and relevant product certificates (photos/videos of defects are required for quality issues).
  2. Review and Confirmation: The Store will complete the review within 3 working days after receiving the email. If approved, we will inform you of the specific return address, logistics precautions, and return number via email (please be sure to mark the return number on the package for easy verification).
  3. Return the Product: Please send the product back to the designated address within 7 calendar days after receiving the approval email. You can choose the logistics method at your own discretion (it is recommended to use trackable logistics and keep the logistics tracking number).
  4. Inspection and Processing: After receiving the returned product, the Store will complete the inspection within 5 working days. Once the inspection is passed, we will handle it according to your request:
    1. Return for Refund: The payment will be refunded through the original payment channel within 14 working days after the inspection is passed;
    2. Exchange: We will arrange the replacement and re-delivery for you as soon as possible after the inspection is passed. The logistics cost for exchange shall be implemented in accordance with Article IV of this Policy.
  5. Result Notification: After the after-sales processing is completed, the Store will inform you of the result via email. You can check the arrival status of your payment account or logistics information.

IV. Instructions on Freight Responsibility

1. Quality Issues: The freight for returns or exchanges caused by inherent quality problems of the product (such as craftsmanship defects, inconsistent materials, functional failures, etc.) shall be borne by the Store. You can advance the freight when returning the product; after the Store receives and confirms the product, we will reimburse you based on valid freight certificates (logistics waybill and payment record), and the reimbursement amount shall be based on the actual reasonable freight incurred.
2. Non-Quality Issues: The freight for returns due to non-quality reasons such as non-reason returns, personal preferences, or wrong size selection shall be borne by you; for exchanges, the freight for returning the product shall be borne by you, and the freight for re-delivering the replacement shall be borne by the Store.
3. Special Cases: If the after-sales service is caused by the Store’s reasons (such as wrong delivery, missing delivery), all logistics costs shall be borne by the Store, and the specific handling method will be determined through negotiation with you.

V. Refund Instructions

1. Refund Method: The refund will be returned through the original payment channel by default. The arrival time is subject to the processing time of the payment platform and the bank (usually 1-7 working days, extended on holidays). The Store shall not be liable for delayed arrival caused by the payment platform or the bank.
2. Refund Amount: For returns due to quality issues, the full payment (including the original freight of the order) will be refunded; for non-reason returns, only the product payment will be refunded, and the original freight of the order will not be refunded, and no additional handling fee will be charged.
3. Special Scenarios: If the product has obvious man-made damage, replacement, or other situations, the Store will refuse the refund and has the right to send the product back to you, and the resulting freight shall be borne by you.

VI. Handling of Special Cases

1. Order Cancellation: You may apply to cancel the order before shipment, and the Store will refund the full amount without handling fees; if the product has been shipped, you need to refuse to accept it or return it first, and then handle it in accordance with the return process, and the resulting freight shall be borne by you (except for quality issues).
2. Product Loss/Damage: If the returned product is lost or damaged during transportation, you shall negotiate with the logistics company for compensation, and the Store can provide necessary order certificates; if the product is damaged before the Store signs for it, the Store will negotiate with the logistics company and re-handle the after-sales service for you.
3. Malicious Return Control: For accounts that frequently initiate non-reason returns, provide false defect certificates, maliciously replace products, etc., the Store has the right to refuse their subsequent after-sales applications. For serious cases, the account will be blacklisted and no transaction services will be provided.

VII. Compliance Statement

1. This Policy complies with relevant laws and regulations of major global markets. For the EU market, it strictly abides by the Consumer Rights Directive to protect consumers’ 14-day right of non-reason return; for the US market, it complies with the relevant regulations of the Federal Trade Commission (FTC) and various states to ensure the Policy is transparent and unambiguous.
2. The Store reserves the final right to interpret this Policy. If this Policy needs to be revised due to updates in laws and regulations or business adjustments, it will be announced on the official website. The revised Policy shall take effect on the date of announcement, and the original Policy shall be abolished simultaneously.

VIII. Contact Information

If you have any questions during the after-sales process, you can contact us through the following methods:
After-sales Email: dh1015908432@163.com (Priority Handling Channel)
Working Hours: Monday to Friday, 9:00-18:00 (excluding holidays). We will answer your questions as soon as possible.
Thank you for choosing ornaments.shop. We are committed to providing you with high-quality ornaments and services. Wish you a pleasant shopping experience!
The ornaments.shop Team
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