Refund Policy
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This Refund Policy is about money: when Cedar Gift refunds you, how much comes back, which way it comes back and how long it takes. The steps for sending an item back are on our Returns & Exchanges Policy; this page picks up where that one leaves off. In short, every product can be returned within 60 days of delivery, and once your return reaches us the refund is sent within 7 days.
The short version
- When the refund is sent: within 7 days of receiving your return, or within 7 days of us confirming a cancellation or a claim that needs no return.
- Where it goes: back to your original payment method, or as store credit if you prefer.
- Store credit: never expires.
- Eligibility: any product, any reason, within 60 days of delivery, personalised pieces included.
- Fees: no restocking fee, no processing fee and no charge for the return label.
1. Situations that lead to a refund
Below are the common reasons people ask us for their money back, what we need from you in each case and what you receive. If your situation is not listed, write to us anyway; most questions have a simple answer.
1.1 You changed your mind
Maybe the light wood-look ornament did not suit a white flocked tree, or the person you bought it for already has one. Return the item unused within 60 days of delivery and you receive a refund of the item price. We send you a free return label, so the return costs you nothing. Shipping was free on the way out, so there is no shipping charge to deduct either.
1.2 Something arrived damaged, faulty or misprinted
A cracked ornament, a chipped mug, a sign with a bent corner, a print that is smudged or faded. Send us your order number and a couple of clear photos of the problem and the shipping label. You receive a full refund of that item or a replacement, whichever you choose. In most cases you do not need to send the damaged item back.
1.3 We sent the wrong thing
A different design, finish, shape, size or colour from your order, or personalised text that does not match what you typed. Send a photo of what arrived. We send the correct item at no cost or refund it in full. If we need the wrong item back, we provide the label.
1.4 Your parcel did not arrive
If your order has gone past the end of its delivery estimate (1-3 business days to prepare plus 7-14 business days in transit) and still has not arrived, contact us with your order number and shipping address. We look into it with the carrier. If the parcel cannot be found, you receive a full refund or a free replacement, your choice.
1.5 You cancelled within 24 hours
Orders can be cancelled within 24 hours of being placed (see Cancel or Change an Order). When we confirm the cancellation, everything you paid is refunded.
1.6 We had to cancel your order
Occasionally we cannot fill an order — for example if a payment cannot be verified, if an address cannot be delivered to, or if personalisation text includes a brand name or trademark we are not able to print and we cannot reach you to change it. If we cancel, we email you and refund the full amount.
2. How long a refund takes
For returns, the clock starts when your returned parcel reaches us. We send the refund within 7 days of receiving it and email you when it has been issued. For claims where you keep the item (damaged, misprinted or missing parcels) and for cancellations, the refund is sent within 7 days of our confirming the claim or cancellation by email.
After we send a refund, the time it takes to show up depends on your bank or payment provider. Most refunds appear within a few business days of being issued; card statements sometimes show them as a credit on the next statement. If you have not seen your refund a week after our confirmation email, write to us and we will send you the details of the refund so you can raise it with your bank.
A worked example
You order the Old Pickup Christmas Crewneck Sweatshirt in Oatmeal, size M, and it arrives on December 3. It is too small. On December 5 you email us asking for a refund. We reply within 24 hours on business days with a free return label. You drop the parcel off on December 7 and it reaches us on December 15. Your refund is sent no later than December 22, and you receive an email confirming it. You still had until early February to start the return; there was no rush.
3. How the money comes back
- Original payment method: by default, refunds go back to the same method you paid with. The payment options available to you are the ones shown at checkout; our Payment Methods page explains how payment works.
- Store credit: if you prefer, we can issue store credit for the refund amount instead. Store credit never expires and can be used on any product.
- Currency: all prices and refunds are in US dollars. If your bank converted the original payment from another currency, the amount you see in your own currency may differ slightly because of exchange rates set by your bank, not by us.
- Gift orders: the refund goes to the person who paid. If they agree, we can issue store credit to the recipient instead.
4. What is refunded in each case
| Situation | Item price | Personalisation add-on | Shipping | Return postage |
|---|---|---|---|---|
| Changed your mind | Refunded | Refunded | Free both ways | Free label from us |
| Damaged, faulty or misprinted | Refunded | Refunded | Free both ways | Free if a return is needed |
| Wrong item or wrong text | Refunded | Refunded | Free both ways | Free if a return is needed |
| Parcel not delivered | Refunded | Refunded | Free | Not applicable |
| Cancelled within 24 hours | Refunded | Refunded | Free | Not applicable |
The personalisation add-on is the small extra charge some products have when you fill in an optional field, such as the $5 back line on the custom farm family ornament or the first buck keepsake. If the item is refunded, the add-on is refunded with it.
5. Sales tax
Cedar Gift does not collect sales tax at checkout, so there is no tax amount on our side to refund. If your bank or a customs authority charged you anything separately, that charge is between you and them.
6. Partial refunds
A refund is partial only in two situations: when you return part of an order and keep the rest, in which case you are refunded for the items you returned; or when a change-of-mind return comes back clearly used or damaged after delivery. In the second case we will email you with photos and an explanation before anything is decided, and if you do not agree, we can send the item back to you instead. We never quietly reduce a refund.
7. Exchanges and price differences
When you exchange an item for another option of the same product, there is usually nothing to refund. If the new option costs less — for example swapping a 12 x 18 in porch sign for the 8 x 12 in size, or a 3XL hoodie for an XL — we refund the difference within 7 days of receiving your return. If it costs more, we tell you the difference first and only charge it once you agree.
8. Store credit details
Store credit is tied to the email address on your order. It never expires, can be used on any product including personalised ones, and can be combined with other credit. It cannot be exchanged for cash later, but if you would rather have your money back than credit, tell us before we issue it and we will refund your original payment method instead.
9. Refunds for personalised pieces
A name, a year, a town or a set of coordinates does not change your right to a refund. If you return a personalised ornament or sign unused within 60 days, you are refunded the item price and any personalisation add-on, the same as for any other product. We cannot reuse a piece with your family name on it, but that is our cost, not yours.
If the text we printed differs from what you typed — a missing letter, a wrong year, coordinates with a digit out of place compared with your order — send a photo and we will either reprint it correctly or refund it in full, as you prefer. If the text matches what you typed but you later noticed a spelling mistake of your own, you can still return it as a change-of-mind return and order a corrected one.
10. Refunds for sets and multi-item orders
When you return some items from an order and keep others, you are refunded for the items you send back. A Set of 2 ornaments and the coaster set of 4 are single products, so a change-of-mind refund covers the whole set. If only one piece of a set arrived damaged, we replace that piece, or refund the share of the price you agree with us, without asking you to return the good pieces.
11. Refunds to Canada, Australia and New Zealand
Customers outside the United States are refunded in the same way and within the same 7 days. The refund is issued in US dollars, the currency of the order. Your bank converts it back into your own currency, and because exchange rates move between the day you paid and the day the refund arrives, the converted amount can be a little higher or lower than what left your account. Any duties or import charges paid to your country’s customs authority are handled by that authority, not by us; if you think a charge should be reclaimed, your local customs office can explain the process.
12. Refund timeline at a glance
| Event | Refund sent |
|---|---|
| Your returned parcel reaches us | Within 7 days of receiving it |
| We confirm a damaged, misprinted or wrong-item claim (no return needed) | Within 7 days of our confirmation email |
| We confirm a parcel cannot be found | Within 7 days of our confirmation email |
| We confirm your cancellation within 24 hours of ordering | Within 7 days of our confirmation email |
13. If something looks wrong with a charge
If a charge on your statement looks wrong, or you see a refund you did not expect or miss one you did, please contact us before opening a dispute with your bank or payment provider. We can usually explain or fix it the same day we read your email. Contacting us first does not take away any right you have with your bank.
14. Questions about a refund
Email [email protected] with your order number, or use Submit a Ticket. We reply within 24 hours on business days. You may also find what you need in the Help Center, on Shipping & Delivery or in our FAQs. Cedar Gift, 29115 Valley Center Road #K207, Valley Center, CA 92082, US.