Refund policy
Last updated: October 20, 2026
All products sold by ornament-DIY are custom-made to the customer’s confirmed order, including orders placed during live streams.
Custom-made products
Custom-made products are not eligible for change-of-mind returns or exchanges, except where required by applicable law. This does not exclude remedies for defective, damaged, incorrect, missing, or materially misdescribed products. Please contact us within 30 days after delivery if you discover an issue; this requested reporting period does not limit any longer mandatory legal or payment-provider claim period.
How to request a return
Contact us on WhatsApp: +86 188 1177 0357. Include your order number, the items involved, and the reason for your request. For damaged, defective, incorrect, or missing items, include clear photos of the items and packaging when available.
We will review your request and provide the appropriate return address and shipping instructions. Please contact us before sending items back so we can identify and process your return. Return destinations may vary by item and are provided with your return instructions; please do not send returns to the address printed on the shipping parcel without confirming it with us. Use a tracked shipping service and keep your receipt.
Damaged, defective, wrong, or missing items
Please contact us as soon as you discover a problem. We will review the issue and arrange an appropriate remedy, such as replacement, shipment of missing items, or a refund. We cover reasonable return or replacement shipping costs caused by a confirmed product defect or our fulfillment error. Contact us before paying for return shipping so we can provide instructions. For missing items, refunds cover the missing items unless a broader refund is appropriate.
Return shipping and fees
For change-of-mind returns, the customer pays return shipping. Original shipping charges are not refunded for a change-of-mind return, except where required by applicable law. We do not charge a restocking fee. For confirmed defects, damage on arrival, or our shipping errors, we cover the necessary return costs and refund applicable shipping charges as appropriate.
US$50 deposit and cancellations
Each custom order requires a US$50 deposit, credited toward the total order price. If you cancel the confirmed custom order or change your mind for personal reasons, the US$50 deposit is non-refundable, except where required by applicable law. This condition must be clearly disclosed before the deposit is paid. It does not retroactively apply to earlier orders where it was not agreed.
The deposit restriction does not exclude appropriate refunds or other remedies when we cannot fulfill your order, or when products are defective, damaged, incorrect, missing, or do not match the agreed specifications. Any payments beyond the US$50 deposit will be reviewed according to the order status, the work completed, the terms agreed before payment, and applicable law; they are not automatically forfeited.
To request a cancellation or change before dispatch, contact us promptly with your order number. We will check the production and dispatch status and confirm available options. Full payment is required before dispatch.
Refund timing and method
After receiving and inspecting returned items, or confirming that a return is not required, we will notify you of the refund decision. Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to display the funds. For partial returns, the refund covers the eligible returned items and any applicable shipping refund. If more than 10 business days have passed since approval and you have not received a refund confirmation, contact us with your order number.
Exchanges and delivery problems
For exchanges, contact us to arrange the return of eligible items and confirm availability of the replacement. If your parcel has not arrived or tracking has stopped updating, contact us so we can investigate with the carrier and agree an appropriate resolution.
Your rights
This policy does not limit mandatory consumer rights or any rights available under the applicable PayPal Buyer Protection program or your payment provider's dispute process. Where applicable law provides additional cancellation, return, or refund rights, those rights apply.