RETURN POLICY
Return and Refund Policy - Cnegss
Effective Date: June 18, 2025
Welcome to Cnegss to shop for wooden decorative items. To protect consumer rights and enhance the shopping experience, this Return and Refund Policy (hereinafter referred to as the "Policy") applies to all products purchased through Cnegss (operated on the Shopify platform). For orders involving third-party brands or special custom products, additional terms may apply, which will be clearly stated on the product page or during order confirmation.
Return Period
If you wish to return an item within 7 days of receipt (calculated from the day after you sign for it), please contact Customer Service to request a return and obtain a Return Material Authorization (RMA) number. Items returned after 7 days are generally not accepted without reason, except for cases of quality issues or incorrect shipment (see Section 4).
Return Conditions (Applicable to Unconditional Returns)
To ensure a successful return, returned merchandise must meet the following conditions:
- The merchandise must be in its original condition, packaging, unused, undamaged, odor-free, and include all accessories, tags, and accompanying certificates (if any);
- The original invoice or order number, return form, and RMA number (as provided) must be returned along with the merchandise;
- If the merchandise shows obvious signs of use, is damaged, or is unsalable, we reserve the right to refuse the return or deduct the corresponding damages from the refund.
Quality Defects, Wrong Shipments, Missing Shipments, and Shipping Damage
If the merchandise you received has any of the following issues, please take a photo of it within 48 hours of receipt and send it, along with the order number and a description of the problem, to customer@cnegss.com to file a customer service request:
- The merchandise has a manufacturing defect or quality issue;
- We shipped the wrong item or the quantity does not match the order;
- There is cosmetic or structural damage during shipping.
If we confirm the authenticity of the claim, we will unconditionally offer a return or exchange service and cover the return or reshipment shipping costs (depending on the specific situation). If we cannot provide an identical product, we will refund or offer an alternative of equal value.
Customized and Non-Returnable Items
The following items are not eligible for unconditional returns (unless there are quality issues):
- Items customized, engraved, or specially ordered according to customer specifications;
- Promotional or special-price items clearly marked as "non-returnable";
- Items damaged due to improper use or maintenance.
Return Shipping Costs and Who Should Pay For Returns
- For unconditional returns: Return shipping costs are generally borne by the customer. If there are quality issues or we have sent the wrong item, Cnegss will cover the return shipping costs (including return shipping and reshipment shipping).
- If the customer chooses to return the item using a courier other than our designated courier, the customer will bear the risks and costs associated with delays or loss. We recommend using a trackable shipping method and retaining the tracking number.
Refund Process and Timeframe
- After we receive and inspect the returned item and approve it, we will process the refund within 3–7 business days.
- Refunds will be processed back to the original payment method used to place your order. The specific timeframe for arrival depends on the payment method and the issuing bank, but typically takes 3–15 business days.
- If your order was paid for with a coupon, points, or gift card, the refund will be based on the actual amount paid. Coupons or points will be reissued or voided according to platform regulations after the item is returned.
Exchange Process
If you request an exchange and the item is in stock, we will arrange for a replacement after confirming your request and receiving the returned item. If a price difference or refund is required, we will confirm this with you before the exchange.
If the price of the exchanged item is higher than the original order, the price difference will be paid before shipment. If the price is lower, we will refund the difference (to the original payment method).
Product Acceptance and Disputes
To facilitate after-sales service, please inspect the product packaging and quantity upon receipt. If you notice any obvious damage or packaging abnormalities, please refuse delivery and contact us immediately (customer@cnegss.com). Please retain the delivery receipt and any photos and videos.
If a return dispute arises and both parties cannot reach an agreement, we will handle the matter in accordance with relevant laws and regulations and transaction evidence, and reserve the right to pursue legal action.
Contact Information and After-Sales Request Process
After-Sales Service Email: customer@cnegss.com (Please include "Return/Refund Request + Order Number" in the subject line of your email).
Please include the following information: order number, recipient's name, contact number, reason for return, product photos or videos, and whether you are requesting an exchange or refund.
We will respond and provide instructions within two business days of receiving all required information.
Product Care and Return Influence
Wooden decorative items have natural grain and color variations due to their unique material. Minor color variations, natural grain variations, or wood characteristics (such as knots or grain changes) do not constitute quality issues and are generally not eligible for unconditional returns. To avoid return disputes, the product details page will attempt to explain the material characteristics and care instructions. Please store the product properly and follow the care instructions after receiving it.
Taxes and Duties
Cross-border orders may be subject to import duties, VAT, or other taxes, which are determined by the customs authorities of the destination country and are the responsibility of the buyer (unless otherwise stated on the product page or during checkout). If a product is returned due to customs reasons, the additional return costs will generally be borne by the buyer, unless otherwise agreed upon.
Policy Changes
Cnegss reserves the right to amend this Return and Refund Policy as necessary. Policy changes will be prominently posted on this page or website and will take effect from the date of such posting. For orders placed but completed before such changes, the policy posted at the time of transaction will prevail.
Disclaimer
This policy does not affect other consumer rights under law. To the extent permitted by law, Cnegss assumes no liability for any failure or delay in fulfilling its after-sales obligations due to force majeure.
Thank you for choosing Cnegss. If you have any questions or need assistance, please contact us at customer@cnegss.com and we will assist you as quickly as possible.