Refund and Returns Policy

Last updated: October 14, 2026

At OrnamentsX, we want you to be happy with your personalized Christmas ornaments. Each order is prepared with care, and we are committed to helping resolve any issues with your purchase.

This Return and Refund Policy explains when returns, replacements, and refunds may be available for purchases made through our website.

1. Contact Information

Trade Name: Polarized & Polarx
Registered Name: Lachezar Nezhov Ognyanov
Business Address: 2424 Highway 6&50, Grand Junction, CO 81505, United States
Mailing Address: 469 N Sun Ct, Grand Junction, CO 81504, United States
Phone: +1 (970) 234-2896
Email: support@ornamentsX.com

For all return, refund, or order-related inquiries, please contact us using the details above.

2. Personalized Products

Many of our products are personalized with customer-provided names, dates, messages, photographs, or other custom details.

Because personalized ornaments are made according to the customer’s specifications, we generally do not accept returns or offer refunds for the following reasons:

  • The customer changes their mind after placing an order.
  • The customer enters an incorrect name, date, message, or other personalization detail.
  • The customer selects the wrong product, color, or design.
  • The customer no longer wants the product after production has begun.

Please carefully review all personalization details before completing your purchase.

This policy does not limit any rights you may have under applicable law, including rights relating to defective, damaged, incorrectly supplied, or misdescribed products.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us so we can investigate and provide an appropriate resolution.

Please contact us within 14 days of delivery, where reasonably possible, and include:

  • Your order number.
  • A description of the problem.
  • Clear photographs of the item and any damage to the packaging, if applicable.

We may offer a replacement, repair where appropriate, refund, or another remedy depending on the circumstances and applicable law.

If the issue resulted from an error on our part or the product was damaged or defective, we will work with you to resolve it fairly. We will explain any return instructions before you send an item back.

The 14-day notification request does not eliminate or shorten any mandatory rights or legal deadlines that apply to your purchase.

4. Order Cancellations and Changes

Our personalized ornaments may enter production shortly after an order is placed.

If you need to change or cancel an order, please contact us as soon as possible at support@ornamentsX.com and include your order number.

We will try to accommodate your request if production has not started. Once a personalized item has entered production or has been shipped, cancellation or modification may no longer be possible, subject to applicable law.

We cannot guarantee that cancellation or changes will be possible after an order is submitted.

5. Return Eligibility

Before returning any item, you must contact us and receive return instructions.

Unless otherwise required by law, returned products must:

  • Be associated with an order placed through our store.
  • Be returned with the return authorization or instructions we provide.
  • Include any relevant order information.

Do not send products to our business or mailing address without first contacting us, as these addresses may not be authorized return-processing locations.

Personalized products are generally not eligible for change-of-mind returns, except where required by applicable law or where we approve an exception.

6. Refunds

If a refund is approved, we will generally issue it to the original payment method used for the purchase.

Refund processing times depend on your payment provider, bank, and payment method. After we initiate a refund, it may take several business days for the funds to appear in your account.

We will inform you if additional information is required to process your refund.

Any refund will be handled in accordance with applicable consumer protection laws.

7. Return Shipping Costs

If a return or replacement is necessary because an item was damaged, defective, incorrect, or otherwise did not conform to your order, we will provide appropriate instructions and explain how return shipping costs will be handled.

For any return we voluntarily accept for reasons not caused by us, the customer may be responsible for return shipping costs, where permitted by law.

We will communicate any applicable costs before you send an item back.

8. Packages Lost in Transit

If your order appears to be lost during shipping, please contact us at support@ornamentsX.com with your order number.

We will review the shipment information and, where appropriate, work with the shipping carrier to investigate the issue.

If an order is confirmed lost, we will determine an appropriate resolution, such as a replacement or refund, in accordance with our shipping terms and applicable law.

9. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned or cannot be delivered because the address supplied was incorrect or incomplete, please contact us. We will review the available options.

Additional shipping charges may apply to reship an order where permitted by law. We cannot guarantee recovery of a package that has already been delivered to an address provided by the customer.

This section does not limit any rights that apply where delivery fails for reasons attributable to us or the carrier.

10. Exchanges and Replacements

We do not guarantee direct exchanges for personalized products.

If an item arrives damaged, defective, incorrect, or otherwise fails to meet the applicable requirements, contact us. Depending on the circumstances, we may offer a replacement, refund, or another appropriate remedy.

A replacement may require the item to be produced again, and delivery times may vary.

11. Chargebacks and Payment Disputes

If you have a concern about an order, please contact us before initiating a payment dispute so we have an opportunity to investigate and help resolve the matter.

Nothing in this policy prevents you from exercising any rights available through your payment provider or under applicable law.

12. Exceptions Required by Law

This policy is subject to applicable consumer protection laws.

Nothing in this policy excludes, restricts, or replaces any consumer right or remedy that cannot legally be excluded or restricted.

Where mandatory law provides a right to cancel, return, repair, replacement, or refund, we will comply with those requirements even if they differ from the general terms described above.

13. Changes to This Policy

We may update this Return and Refund Policy from time to time to reflect changes in our business practices, products, or legal obligations.

Any updated version will be published on this page with a revised “Last updated” date. The version applicable to your order will be determined in accordance with applicable law.

14. Contact Us

If you have questions about this Return and Refund Policy or need help with an order, please contact us:

OrnamentsX
Trade Name: Polarized & Polarx
Registered Name: Lachezar Nezhov Ognyanov
Email: support@ornamentsX.com
Phone: +1 (970) 234-2896
Business Address: 2424 Highway 6&50, Grand Junction, CO 81505, United States
Mailing Address: 469 N Sun Ct, Grand Junction, CO 81504, United States

Please include your order number in all order-related communications so we can assist you as quickly as possible.