30-day return window

Cendrix accepts eligible returns within 30 calendar days of delivery. The period begins on the carrier-confirmed delivery date. Requests received after the window may be reviewed at our discretion but are not guaranteed to be approved.

Before you send anything back

Email [email protected] before returning an item. Include the order number, product name, reason for the return and clear photos of the item, packaging and any damage. We will confirm whether the product is eligible, provide return instructions and, when applicable, issue a return reference. Items sent without prior contact may be delayed or declined.

Return eligibility

To qualify, the item should be unused, clean and in the condition received. Return it with its original packaging, hangers, ribbons, stands, bags, lights, instructions and other included accessories. Bent ornaments, crushed packaging, missing pieces, glitter shedding from use and signs of display can affect eligibility. Every return is inspected when it arrives.

Seasonal and fragile items

Christmas decorations may include glass, ceramic, resin, wood, fabric or small decorative parts. Pack fragile items with adequate cushioning and contact us before returning an item that is broken, leaking or unsafe to handle. Do not ship loose glitter, sharp fragments or damaged electrical parts without specific packaging instructions.

Non-returnable and exception situations

Items that cannot be returned safely due to contamination, severe wear or missing components may be declined after inspection. Final-sale items and products explicitly marked non-returnable are not eligible unless they arrived damaged, defective or incorrect. A return may also be limited when essential parts or original packaging are missing.

Step-by-step return process

1. Email us within 30 days with the order number and reason. 2. Provide the requested photos and condition details. 3. Wait for our eligibility review and return instructions. 4. Repack the item securely with the accessories we instruct you to return. 5. Use the carrier and tracking method provided or approved by support. 6. Send the tracking number promptly so we can monitor the return.

Return shipping costs

Customers are generally responsible for return shipping unless the product arrived damaged, defective or incorrect. If Cendrix confirms that the return is due to our error, we will provide an appropriate return-shipping solution. Do not deduct return shipping from the order without written confirmation from our team.

Inspection and approval

Returns are inspected after delivery to the return location. We check condition, completeness and the reason for return. If the product does not meet the policy, we may decline the return, issue a partial refund or offer to return the item at the customer’s expense, depending on the circumstances and applicable law. We will contact you before taking that step when possible.

Refund method and timing

Approved refunds are normally issued to the original payment method. Processing usually begins within five to ten business days after inspection and approval, although banks and card issuers may require additional time to post the credit. Expedited shipping charges are refunded only when required by law or when the issue was caused by Cendrix. Standard U.S. shipping is free, so no separate standard-shipping charge is normally included.

Damaged, defective or incorrect items

Contact us as soon as possible after delivery. Keep the item and packaging until instructed otherwise, and provide clear photos of the product, packaging, shipping label and any damage. We will arrange a replacement, refund or other appropriate resolution. Do not continue using a decorative light or electrical item that sparks, overheats, has a damaged cord or shows other signs of failure.

Exchanges

If you need a different ornament, color, style or gift format, email us before using or displaying the original item. Exchanges depend on availability and may require the original item to be returned first. If the replacement costs more, we will explain any additional payment before proceeding. If it costs less, an approved difference may be refunded.

Order cancellations

We try to accommodate cancellation requests received before processing begins. Email [email protected] immediately if you need to cancel. Once an order has shipped, it must follow the return process rather than cancellation. Refunds for approved cancellations are issued to the original payment method.

Incomplete or missing refunds

If tracking shows that a refund was issued but it has not appeared, first check the original payment account and allow the bank’s stated posting period. Then contact us with the order number so we can provide the transaction reference. We are happy to help investigate, although final posting time is controlled by the payment provider.

Return contact details

Returns must be discussed with support before shipment. Email [email protected] with your order number. Our business address is 7911 Deer Creek Dr, Sacramento, CA 95823. Please do not send an unapproved return to the mailing address without written instructions.