Refund policy

At Densley Inc, we believe that shopping for something special should come with confidence and peace of mind. We carefully select our merchandise and aim to make every purchase a positive experience.

We also understand that an item may occasionally not meet expectations or that an order may require additional attention. This Refund & Return Policy explains how we manage return requests, refunds, damaged merchandise, missing items, and other purchase-related concerns.

Business Details

Company: Densley Inc
Address: 1021 E Lincolnway Unit 1488, Cheyenne, WY 82001, United States
Phone: +1 (720) 989-8105
Email: info@densleygift.com

Policy Coverage

This policy applies to eligible merchandise purchased directly from the official Densley Inc online store.

Our store currently serves customers within the United States only.

Our collection features an assortment of textile decorations, wool and felt figures, handmade-style ornaments, seasonal accessories, miniature characters, decorative keepsakes, and thoughtfully selected gift items.

Products purchased through independent third-party sellers are not covered by this policy and may be subject to the policies of the original seller.

Our 30-Day Return Period

We offer a 30-calendar-day return window for eligible purchases.

The return period begins on the date your order is delivered to the designated shipping address.

Customers wishing to return an item should contact us within this period to begin the return authorization process.

Requests submitted after the 30-day period may not qualify for a standard return unless an exception is required by applicable law.

Any product-specific return restrictions will be identified on the relevant product page where appropriate.

Conditions for Accepting Returns

To maintain product quality and ensure that returned merchandise is suitable for further sale, certain conditions must be satisfied.

An item submitted for a standard return should generally be:

Unused and unworn
Free from stains, odors, or contaminants
Unmodified and free from customer-caused damage
Returned with all included pieces and accessories
Accompanied by its original packaging where applicable
In a condition appropriate for resale
Supported by a valid order confirmation or proof of purchase

We may inspect the returned product before approving a refund.

Where allowed by law, a return may be declined or a refund adjusted if merchandise shows substantial use, damage, alteration, or missing components.

These requirements do not restrict statutory remedies for products that arrive defective, damaged, or incorrectly supplied.

Natural Characteristics of Our Products

Many items in the Densley Inc collection incorporate wool, felt, fabric, embroidery, and decorative details associated with handmade production techniques.

These materials contribute to the distinctive appearance of our products.

Individual pieces may display subtle differences in:

Shape and proportions
Stitching patterns
Textile texture
Surface finishing
Decorative placement
Color shading
Character expressions
Pattern alignment
Small design details

Such differences may be natural characteristics of handcrafted-style merchandise rather than manufacturing faults.

The appearance of a product may also vary slightly from its photographs because of lighting conditions and display settings.

However, substantial product discrepancies, genuine manufacturing defects, missing components, or shipping damage will be reviewed separately under this policy.

Starting a Return Request

Before mailing a product back, customers must contact our support team to request return authorization.

Email: info@densleygift.com
Telephone: +1 (720) 989-8105

To help us locate your purchase and review the request, please include:

Your name
Order number
Product name or description
Reason for requesting the return
Supporting photographs or videos, if applicable

After receiving your request, we will review the information and provide the appropriate instructions.

If the return qualifies, we will communicate the designated return destination and any relevant packaging or shipping requirements.

Please do not send merchandise directly to our company address unless our support team has explicitly provided that address for your return.

Packages delivered to an unauthorized return location may experience processing delays or other complications.

Returns Based on Personal Preference

We understand that customers may sometimes reconsider a purchase after delivery.

Eligible products may be returned within the stated return period for reasons including:

A change in personal preference
Ordering an unintended product
Choosing the wrong size or color
Selecting a different style
No longer needing the merchandise

For returns based solely on personal preference or a change of mind, the customer is generally responsible for the return transportation expenses.

The merchandise must also satisfy the standard return eligibility requirements.

Original shipping charges are generally not refundable for these types of returns.

Receiving an Incorrect or Damaged Item

If your order arrives with an unexpected problem, we want to help resolve the matter appropriately.

Please contact us if you receive:

Merchandise different from what you ordered
A product damaged during transportation
An item with a confirmed manufacturing defect
A product substantially inconsistent with its listing

We encourage customers to inspect their purchases after delivery.

For visible transportation damage, contacting us within 7 calendar days of delivery is recommended so that relevant packaging and carrier information can be reviewed promptly.

This recommended reporting period does not eliminate legal rights or remedies that may apply beyond seven days.

To assist with our assessment, we may ask for:

The original order number
Photographs of the affected merchandise
Close-up pictures of the damaged area
Images of the exterior parcel
Photographs of protective packaging
Additional information reasonably necessary to investigate the issue

Once the concern has been evaluated, we may offer a suitable resolution, including a replacement, reshipment, partial refund, or full refund.

If a return is necessary because of an error attributable to us or a confirmed qualifying defect, we will generally provide a prepaid return label or cover reasonable return shipping expenses.

Damage Occurring After Delivery

Our return protection generally does not cover damage resulting from circumstances occurring after successful delivery that are unrelated to a product defect.

Examples may include:

Accidental damage
Inappropriate handling
Excessive stretching or pulling
Improper cleaning or washing
Exposure to unsuitable temperatures
Excessive moisture
Unauthorized modifications
Ordinary wear associated with use
Failure to follow applicable care instructions

We may review the circumstances of a reported issue before determining the available resolution.

This section does not affect legal rights relating to defective merchandise or other protections that cannot be excluded.

Merchandise Excluded from Standard Returns

Certain products may not be eligible for ordinary change-of-mind returns.

Depending on the nature of the item and the information disclosed before purchase, exclusions may include:

Personalized merchandise
Customized designs
Clearly identified made-to-order products
Products expressly labeled Final Sale
Items marked Non-Returnable
Merchandise that has been used or washed
Products materially altered after delivery
Items returned without essential components
Products damaged through customer handling

Any special restrictions will be displayed in the relevant product information where appropriate.

Products received with genuine defects, shipping damage, or fulfillment errors will continue to be assessed according to applicable consumer protection requirements.

Customized and Individual Orders

Certain Densley Inc products may occasionally be prepared with customer-selected details or made according to individual specifications.

Because these products are produced or adjusted for a particular purchaser, standard change-of-mind return rights under our store policy may be limited.

Any special conditions will be disclosed before purchase.

If a customized item arrives damaged, contains a manufacturing defect, or materially differs from the agreed specifications, customers should contact us for further review.

We will assess the situation and offer an appropriate remedy where required.

Responsibility for Return Shipping

Return transportation expenses depend on the reason for the return.

For eligible returns requested because of personal preference, the customer is generally responsible for paying the cost of sending the item back.

When a return is necessary because we delivered an incorrect product or supplied merchandise with a qualifying confirmed defect or damage, Densley Inc will generally cover reasonable return shipping costs.

We recommend using a delivery service that provides shipment tracking.

Customers should retain their shipping receipt and tracking information until the return has been completed.

We are generally not responsible for independently arranged return packages lost before reaching the authorized destination, except where applicable law provides otherwise.

Refundability of Initial Shipping Charges

The original delivery fee is generally non-refundable when a customer returns an otherwise satisfactory product because of a change of mind.

This applies to standard shipping and optional expedited delivery services.

However, if an entire order must be refunded because of an error attributable to us, confirmed qualifying product damage, or another legally recognized circumstance, applicable original shipping charges may also be reimbursed.

Any refund involving shipping charges will be assessed in accordance with the circumstances and applicable law.

Reviewing Returned Merchandise

After a returned package reaches the authorized return location, the merchandise may undergo an inspection.

This review helps determine whether the product satisfies the conditions associated with the approved return request.

The inspection may consider:

Overall item condition
Completeness of the returned merchandise
Included accessories or components
Packaging where applicable
Evidence of wear or previous use
Alterations or visible damage
Information provided during the return request

Our team will communicate the outcome after the review has been completed.

If additional information is required, we may contact the customer before making a final decision.

How Refunds Are Issued

Once a refund has been approved, the applicable amount will generally be returned to the original payment method used for the purchase.

We aim to initiate approved refunds promptly after the return has been received and any necessary inspection completed.

The time required for funds to become visible in the customer's account may depend on the payment provider, issuing bank, or card network.

Consequently, the date on which we issue a refund may differ from the date the funds appear in the customer's account.

Any mandatory refund deadlines under applicable law will be observed.

If you believe an approved refund has been delayed, please contact us with your order details so that we can assist with reviewing its status.

Situations Involving Partial Refunds

A partial refund may be considered when an otherwise eligible return arrives in a condition materially different from the condition required under this policy.

Examples include:

Missing original components
Significant damage to relevant packaging
Signs of use beyond reasonable product inspection
Customer-caused damage
Alterations reducing the item's value
Other substantial deterioration in condition

Any refund adjustment will be assessed fairly and only where permitted by applicable law.

We will not impose deductions for reasonable inspection of merchandise where such inspection is protected by law.

Where appropriate, customers will be informed of the reason for a reduced refund.

Product Exchanges

Densley Inc currently does not provide direct product exchanges.

If you prefer a different design, style, color, or product, please submit a return request for the original eligible item and place a separate order for your preferred selection.

This process helps ensure that each purchase has accurate inventory records, payment details, and shipping information.

The original item must qualify for return under the conditions described in this policy.

Reduced-Price and Promotional Merchandise

Merchandise purchased during a promotional event or at a discounted price may generally be returned under the same eligibility requirements as regularly priced items.

A discount alone does not make a product ineligible for return.

However, items expressly designated Final Sale or Non-Returnable may be subject to restrictions on ordinary change-of-mind returns.

Such restrictions will be communicated through the applicable product information where appropriate.

Claims involving defective, incorrect, or damaged promotional merchandise will remain subject to applicable consumer rights.

Purchases Intended as Gifts

We understand that many Densley Inc items are selected as gifts for friends, family members, and special occasions.

If a product was purchased as a gift, its return will generally remain associated with the original purchase transaction.

Unless a different arrangement is specifically offered, an approved refund will be issued to the payment method used by the original purchaser.

Gift recipients should contact our customer support team for instructions before returning merchandise.

Proof of purchase or the original order reference may be required.

Incomplete Orders and Missing Products

If your shipment arrives with one or more purchased items missing, please let us know promptly.

Contact info@densleygift.com and include your order number together with the details of the missing merchandise.

We may request photographs of the shipping carton, received contents, or packaging materials to help us investigate.

Please also check whether your order was divided into multiple shipments, as certain purchases may arrive in separate parcels.

If our review confirms that an item was omitted from the order, we will determine an appropriate remedy, such as sending the missing item or issuing a refund.

Requests to Cancel an Order

Customers wishing to cancel a purchase should contact us as soon as possible after placing the order.

We will attempt to accommodate cancellation requests when the relevant merchandise has not entered final fulfillment or shipment.

However, cancellation may no longer be possible after an order has been packed for dispatch or transferred to the delivery provider.

Once a parcel has shipped, any request to return the merchandise will generally be handled under the applicable return procedures.

Customized or specially prepared products may have additional cancellation conditions disclosed before purchase.

Refunds for Unavailable or Unfulfilled Orders

Occasionally, an order may be unable to proceed because of an inventory discrepancy, fulfillment restriction, or another operational issue.

If Densley Inc cancels an item or an entire order after payment has been collected because we cannot fulfill the purchase, the applicable amount will be refunded to the original payment method.

Where a shipment cannot be dispatched within the promised or otherwise applicable period, we will provide any required delay notifications, cancellation options, and refunds in accordance with applicable U.S. consumer protection requirements.

Customers will not be charged for merchandise that we cancel and do not supply.

Preventing Misuse of the Return Process

We aim to provide a fair and practical return experience for all customers.

To protect the integrity of this process, we may investigate return requests involving evidence of fraudulent or intentionally abusive conduct.

Examples include:

Returning merchandise different from the purchased product
Substituting counterfeit or unrelated items
Intentionally damaging an item before requesting compensation
Providing materially false product claims
Repeatedly manipulating return procedures
Misrepresenting the condition or contents of a return

Where permitted by law, fraudulent return requests may be declined or subject to further verification.

This provision will not be applied to deny legitimate customer complaints, valid refund requests, or legally protected consumer claims.

Amendments to This Policy

Densley Inc may revise this Refund & Return Policy periodically to reflect changes in merchandise, customer service practices, fulfillment arrangements, or applicable legal requirements.

The most current policy will be made available through our official website.

Where appropriate, revisions may be accompanied by an updated publication or effective date.

Changes will apply prospectively and will not retroactively diminish rights associated with purchases already made where prohibited by applicable law.

Customers are encouraged to review the current policy before completing new purchases.