Refund Policy
Returns
I want my customers to be happy with their purchase. If you made a purchase from me and you are not satisfied, you can return the ornament(s) within 30 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If the return reason is my responsibility (e.g. wrong item sent), I will cover the shipping costs for the return. Once I receive the returned item(s), I will issue a refund over the original amount paid* including shipping charges, and there will be no restocking fees.
If the return reason is the customer’s responsibility (e.g. wrong item ordered), the customer pays for return shipping. Once I receive the returned item(s), I will issue a refund over the original amount paid* for the item(s) excluding shipping charges (i.e., shipping costs for the original order will not be refunded). Additionally, returns of orders over $75 purchase price will incur a 20% restocking fee.
*Partial Refunds
Independently of the return reason, I reserve the right to issue only a partial refund if the ornaments are not returned in their original condition (ornaments stained or damaged by customer, missing or damaged gift box).
Processing of Refunds
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact me at hello@susannesornaments.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and he/she will find out about your return.
Shipping
To return your product, please mail your product to: Susanne's Ornaments, 136 Jackson St, Newton Center MA 02459, United States. If you are shipping an item over $75, you may want to consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee that I will receive your returned item.
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 business days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact me at hello@susannesornaments.com.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and he/she will find out about your return.
Shipping
To return your product, please mail your product to: Susanne's Ornaments, 136 Jackson St, Newton Center MA 02459, United States. If you are shipping an item over $75, you may want to consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee that I will receive your returned item.