Effective Date: September 30, 2026
This Refund and Returns Policy applies to all purchases made through www.ambiancesshop.com, operated by Création d’Ambiances S.à r.l.. This policy outlines the full terms governing product returns, exchanges, and post-purchase support for our full catalog of home decor items, including our Simple Ceramic Vases, Home Decor Ornaments, New Arrivals, and Best Sellers. By completing a checkout and placing an order on our platform, you fully agree to the terms laid out in this policy.
1. Core Policy Rule: No Pure Refund Requests Are Permitted
We explicitly do not honor any standalone “refund only” requests that do not include a corresponding return of the purchased physical product. All refund-eligible claims must be paired with the return of the intact merchandise you received. No partial or full monetary refund will be issued prior to our warehouse team receiving, inspecting, and confirming the returned item meets our return eligibility criteria. This rule applies to all product categories on our site, from our minimal ceramic vases that add calm charm to any shelf or table, to our lightweight well-made Home Decor Ornaments that are easy to match with all your existing decor. We do not process pure refund claims for reasons including but not limited to “changed mind after ordering”, “found a lower price elsewhere”, or “no longer need the item” without the full product being returned to our designated Luxembourg warehouse.
2. Eligibility for Return
To submit a valid return request that qualifies for subsequent processing, your submission must meet all the following requirements:
- You must submit your return application via our official support channel within 30 calendar days from the date you signed for receipt of your order. Return requests submitted after this 30-day window will not be accepted.
- The returned item must remain in original resellable condition, with no signs of intentional damage, scratches from improper use, stains, or alterations made after delivery. All original product packaging, tags, and accompanying accessories must be included with the returned package.
- Custom personalized decor items that are custom engraved, modified, or produced per your exclusive request, and final clearance sale items marked as non-returnable on their product detail pages, are not eligible for return.
- You are required to cover the full return shipping cost for the returned item, unless the product you received has confirmed manufacturing defects, or we shipped you an incorrect item that does not match your original order.
3. Full Return Processing Workflow
- First, contact our customer support team via [email protected] to submit your return application, provide your order number, and attach clear photos or videos showing the condition of the item you wish to return. Our support team will review your application within 3 business days, and send you a formal authorized return address if your request meets all eligibility rules.
- Pack the item securely for shipment, send it to the provided return address at 18 Rue de la Boucherie, L-1247 Luxembourg, Luxembourg, and send us the tracking number of your return shipment via email.
- After our warehouse team receives your returned package, we will complete a full quality inspection of the item within 5 business days. If the product passes our inspection and no damage caused by improper use is found, you will be offered two options: an even store credit that can be used for any future purchase of our fresh home decor New Arrivals or popular Best Sellers, or an even exchange for another equal-priced decor item of your choice from our catalog.
- If the returned item is confirmed to have manufacturing defects that existed prior to delivery, or we incorrectly shipped you a product different from what you ordered, we will cover all related return shipping costs, and you can choose between a free exchange for the correct item, or a full store credit matching your original order value. In these special cases, we still do not process pure monetary refunds without the corresponding return of the defective or mis-shipped item.
4. Contact Information
If you have any questions about the terms in this Refund and Returns Policy, you can reach out to our support team any time via the following contact details:
Création d’Ambiances S.à r.l.
Postal Address: 18 Rue de la Boucherie, L-1247 Luxembourg, Luxembourg
Email: [email protected]
Phone: +352 2627 0263