Returns & Exchanges

All sales are final. We do not accept returns. However, we will gladly exchange products that arrive damaged within 3 days of the date the order was received. Fulfillment mistakes that may be made which result in the shipment of incorrect products to you will also be accepted for exchange, but we must be notified within 14 days in writing. We can only grant exchanges for the exact same ornament (sorry, no substitutions). Only in the event that we are not able to exchange an ornament within 60 days will a refund be considered. The Ornament Factory must be notified in writing within 3 days of receipt of a damaged ornament in order for it to be eligible for an exchange, otherwise, The Ornament Factory will not honor any type of request for an exchange or credit.

Absolutely no exchanges or refunds will take place 30 days after the shipment date in any case. Under absolutely no circumstances are current year ornaments and/or pre-ordered ornaments able to be returned. 

The December Exception: Any ornament that is shipped and delivered on or before December 23rd of any calendar year is not be eligible for any sort of refund or exchange due to damage on or after December 24th. The Ornament Factory will not accept responsibility for any damage that may have come on or around the holidays. Any damaged product delivered by or before December 23rd of any Calendar year must be reported to us, in writing, by December 23rd at 4:00 pm Eastern Standard Time, in order to be eligible for a replacement. We will only exchange any product that was sent in error due to fulfillment errors.

No alterations will be accepted for any orders placed after 2 hours of the order placement date. In the event an order alteration is made, a service charge of $10.00 or 15% (which ever is greater) will be deducted from any credit granted.

Under absolutely no circumstance can we alter or cancel an order with ornaments that have been pre-ordered. 

Products that have been pre-ordered may NOT be cancelled or removed from an order under any circumstances.

The Ornament Factory may require that any damaged product be returned BEFORE a replacement product is shipped. The Ornament Factory, at it's sole discretion, may accept photographic proof of damage, but still retains the right to require damage product be returned before shipping out replacement product.

All exchange and/or return postage and costs are the sole responsibility of the customer - NO EXCEPTIONS. We will not provide return postage labels. 

Any package that is not properly labeled with our RMA instructions or that is not sent back in a sturdy, cardboard shipping box will be refused and no longer eligible for exchange or credit. Any exchange sent back to us in a bubble mailer will be refused and no longer eligible for exchange or credit.

In the extremely rare event a return is accepted, there will be a $10 or 15% restocking fee, which ever is greater, and all refunds will have all of the original shipping costs subtracted from a refund before it is issued. In the event that the customer received free shipping, all actual shipping, material, and a handling charge will be subtracted from any refund issued.

The Ornament Factory will NOT accept a return or grant any sort of compensation if an order is not delivered in time for any specific date that customer requires, including the Thanksgiving and Christmas holidays.

Any package returned to The Ornament Factory with out an approved RMA due to an incorrect address provided by the customer, the package being refused by the customer, the customer failing to sign for/claim/pickup, and/or any other action or inaction by the customer, is not eligible for a refund or exchange, is considered forfeit by the customer, and does not constitute acceptance of a return by The Ornament Factory. The customer agrees to hold The Ornament Factory blameless and harmless for the customer not taking any and all measures possible to ensure proper delivery and security of their package. The Ornament Factory, at is sole discretion, may choose to reship a returned package, but will only consider to do so at the customer's expense plus a reprocessing fee of $10, payable by credit card or PayPal before the package is reshipped, if The Ornament Factory is notified of a delivery issue within 30 days of the original mailing date of the package. After 30 days, any package returned to The Ornament Factory without an approved RMA is considered forfeit and not eligible for refund and/or reshipment. The Ornament Factory will not make any attempt to reship any package (or refund any order) that is marked as "refused" or "return to sender" by the customer or the delivery service used.
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