Terms of Service
1. Overview
Thank you for shopping at [TM Arts & Crafts]. We are dedicated to offering high-quality Christmas decorations and ensuring a satisfying shopping experience. We understand that returns or exchanges may occasionally be necessary. This policy outlines our procedures for returns, refunds, and exchanges. Please read this policy carefully before placing an order. By making a purchase from our store, you agree to all terms outlined herein.
2. Eligibility for Returns
To be eligible for a return or exchange, the item must meet all of the following conditions:
Return Window: You must initiate a return request within 30 calendar days of receiving the item. Acknowledging the seasonal nature of Christmas products, we extend the return window until January 15th of the following year, giving you ample time for decoration and evaluation. The item must be shipped back by this deadline.
Item Condition: The item must be in brand new, unused, uninstalled condition, with all original tags, packaging (including inner packaging, gift boxes), accessories, instruction manuals, and any free gifts intact and undamaged.
Item Integrity: The product itself must not show signs of damage, scratches, stains, wear and tear, or any alterations caused by the customer.
Proof of Purchase: You must provide the original order number, electronic receipt, or shipping confirmation email as proof of purchase.
3. Non-Returnable Items
The following items are not eligible for return or exchange:
Customized or Personalized Items: Decorations made to your specific request (e.g., items engraved with names, dates, or unique designs).
Clearance/Final Sale Items: Items explicitly marked at the time of purchase as "Final Sale," "Clearance," or "Non-Returnable."
Seasonal Sale Items: Specific post-holiday clearance items purchased after Christmas, if marked as non-returnable.
Damaged or Misused Items: Damage resulting from abnormal use, improper installation, accident, or neglect.
Incomplete Items: Items returned missing any original packaging, accessories, or documentation.
Hygiene-Related Items: Unsealed or used products such as light strings, artificial snow spray, etc., for hygiene reasons.
4. Return Process
Please follow these steps to ensure your return is processed efficiently:
Request Authorization: Within the return window, log into your account and visit the "Order History" section, or contact our customer service team via email at [inquire@tmsanta.com] to obtain a Return Merchandise Authorization (RMA) number. Please provide your order number and reason for return. Returns shipped without an RMA may be refused or experience delays.
Package the Item: Securely repackage the item(s) using the original packaging or sturdy materials. Include all items, accessories, and documentation. We strongly advise you to keep the original product packaging for at least 30 days. Clearly write the RMA number on the outside of the package.
Ship the Item Back:
Return Address: An authorized return address will be provided to you via email.
Shipping & Costs: Unless the return is due to a quality defect or our error (wrong item shipped), return shipping costs and any potential import duties (for international orders) are the customer's responsibility. We highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot be held responsible for return items lost or damaged in transit. Please keep your shipping tracking number after dispatch.
Return Inspection: We will inspect the returned item(s) within 5-7 business days of receiving the package. You will be notified of the inspection result via email.
5. Refund Process
Processing After Approval: Once your return is approved, we will initiate the refund process immediately.
Refund Method: The refund will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, etc.). Please note, we cannot issue refunds to an alternate account or payment method.
Processing Time: Refunds are typically processed within 3-5 business days of approval. The total time for the funds to reach your account (typically 5-10 business days) depends on your card issuer's or payment provider's processing time.
Refund Amount: The refund will be for the actual purchase price of the item(s). Original shipping fees (if any), return shipping costs, and any import duties or taxes incurred on international orders are non-refundable. Refunds for items purchased with a gift card will be credited back to the gift card balance.
6. Exchange Process
If you wish to exchange an item for a different one, please process a return as described above. Once the return is approved and refunded to your original payment method, you may place a new order for the desired item. For exchanges due to our error (wrong or defective item), we will cover the shipping costs for both the return and the replacement shipment.
7. Defective or Damaged Items
If you receive an item that is defective, damaged, or not as described at the time of dispatch, please contact us immediately (within 48 hours of receipt) via [Customer Service Email] with your order number, a description of the issue, and clear photo/video evidence. Upon verification, we will arrange for a free replacement or a full refund (including any shipping costs).
8. International Orders
Please note for international customers: You are responsible for complying with all customs regulations and paying any applicable import duties, taxes, and customs clearance fees. These charges are not included in the item price or shipping cost at checkout. If you refuse a shipment due to duties, associated costs will be deducted from your refund. International returns must include a copy of the commercial invoice and be clearly marked as "Returned Goods" to avoid additional customs charges.
9. Contact Customer Service
If you have any questions regarding this policy or need to initiate a return, please contact us via:
Email: [inquire@tmsanta.com]
Service Hours: Monday - Friday, 9:00 AM - 6:00 PM ([UTC+8]
10. Policy Modifications
We reserve the right to update or modify this Return Policy at any time. Any changes will take effect immediately upon posting on this page. Changes will not apply retroactively to completed transactions but will govern all future purchases.
Friendly Reminder:
To ensure a smooth return process, please double-check the item condition and obtain an RMA number before shipping. Thank you for your understanding and support!
Sincerely,
The Team at [TM Arts & Crafts]