Returns & Refund Policy

Last Updated: 4/27/2026

Returns, Damages, and Order Issues Policy

We want you to have an excellent experience from the moment you visit our website to the day your order arrives at your door. Every order is carefully produced, packed, and shipped to ensure it reaches you in perfect condition. Please see below for a break down of return and refund policies based on each scenario.

Buyer's Remorse

Because our items are personalized, we are unable to accept returns or offer exchanges for reasons such as buyer’s remorse. Please note that this is the exception and not the rule for all scenarios.

Damaged, Defective, or Missing Items

If your order arrives damaged, defective, misprinted, or with missing items, we’re here to help make it right. We can either issue a full refund to your original payment method OR send a replacement at your request.

Reporting a Claim

Claims must be submitted within seven (7) non-holiday business days of the delivery date, as determined by the carrier’s proof of delivery. Claims submitted outside this timeframe may not be eligible for review.

To initiate a claim, please contact our Customer Care Team and include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the damaged, defective, or incorrect item(s)

  • Photos of the original packaging and shipping box (if applicable)

  • Advise on if you prefer a full refund to your original payment or would like a replacement

Photographic documentation helps us determine the cause of the issue, file a claim with the shipping carrier if necessary, and resolve the situation as quickly as possible.

Packaging Requirements

Please retain all original packaging and materials until your claim has been reviewed and resolved. In some cases, we may request additional photos or information to complete the claim process.

Resolution Process

Once your claim is reviewed and approved, we will determine the appropriate resolution, which may include:

  • A refund full refund to your original payment

  • A replacement of the affected item(s)

  • A correction of the misprint or production error

  • Another reasonable solution at our discretion

Refunds are processed within 5-10 business days of claim approval. Please check with your payment carrier on how soon the refund will appear in your account. 

Replacements are processed in 1-2 business days, and standard shipping times are 5-7 business days. Please note shipping times can vary due to factors outside of our control.

Shipping Carrier Issues

If your order is marked as delivered by the carrier but cannot be located, we recommend checking with household members, neighbors, or the delivery location first. If the package still cannot be found, please contact us within the claim window so we can assist with next steps.

Final Notes

We reserve the right to deny claims that fall outside the stated timeframe, lack required documentation, or show signs of misuse or damage after delivery. This policy is designed to ensure fairness while allowing us to promptly resolve legitimate issues.

If you have any questions about this policy or need help with an order issue, our Customer Care Team is always happy to assist.

info@ornamenttown.com