Refund policy

General Return Reasons:

Product Quality Issue or Transportation Damage:
We provide free return and exchange services.

Customer Preference:
If the customer doesn't like our lights, they need to pay for the return shipping cost.

We are confident that you will love your Ceenwe.com order, but if you have any concerns, please contact us via our Contact Us page or reply to our shipping update emails, and we will make it right.

60-Day Return and Exchange Policy:

Eligibility:

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Initiating a Return:

To start a return, contact us at info@ceenwe.com. Our support team will provide you with the full return address details tailored to your specific location for a hassle-free return process.

Return Process:

If your return is accepted, we’ll send you a return shipping address and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Prior to initiating a return, please contact us to discuss the return plan tailored to your situation. We aim to ensure a seamless return experience.

Shipping Costs:

Non-Refundable:

Shipping costs are non-refundable if we have fulfilled our delivery obligations. Refunds are available if the package is not shipped.

Customer-Responsible Returns:

If the return is caused by the consumer, the consumer is responsible for the shipping fee. The specific fee should be based on the express company you choose. Reasons include:

• • • The product does not meet expectations.
    • The size is too small or too large.
    • The color does not meet expectations.
    • Change of mind or no longer needing the product.
    • Wrong item or quantity ordered.
    • Not reading the product description thoroughly.

Order Confirmation and Shipping Confirmation:

• Order confirmation will be sent immediately after placing the order.
• Shipping confirmation will be sent within 2-7 days after order confirmation.

If you haven't received these confirmations, please contact us at info@ceenwe.com.

Partial/Full Refund & Replacement Eligibility:

• Items not in their original condition, damaged, or missing parts due to our error.
• Items different from the description.
• No refunds will be issued if the customer fails to fill in the correct shipping information after notification of pickup, or fails to contact the local pickup location in a timely manner after notification..
• Items not delivered within 90 days.

Non-Refundable Items:

• Products beyond the 60-day return window.
• Products have been installed and used, no quality problems.
• Purchases over $5,000.
• Customized products.
• Misunderstandings of clearly indicated non-discounted items.
• For items not eligible for return refunds, you are responsible for return shipping costs. We will deduct up to 70% of the cost + service fee from your refund amount.

Return Policy Steps:

1. Determine if your order qualifies for a refund/return.
2. Submit an inquiry at info@ceenwe.com.
3. Confirm the refund amount with us.
4. Follow the provided return address and shipment labeling instructions.
5. Ship the item at your own cost.
6. Notify us with your tracking number. It is necessary to provide the return tracking number and upload the product picture within 3-5 days after the return application is approved.
7. We will process your return within 3-5 business days of receiving the returned items.

Refund Process:

• If approved, your refund will be processed,within 3-5 business after receiving the returned items and a credit will be applied to your credit card or original payment method within 7-14 business days. For more accurate information, please contact your bank or credit card issuer.

Late or Missing Refunds:

• Check your bank account again.
• Contact your credit card company.
• Contact your bank.
• If you still haven't received your refund, contact us through our Contact Page.

Order Cancellation:

• Cancelling orders is only possible within 4 hours after order confirmation. After this time, refunds are not possible. If the order hasn't been shipped, contact us to check for cancellation options.