Refund & Return Policy
OVERVIEW
Cindy Greene NYC offers returns only in the case of items damaged during transit.
Because our pieces are antique, one-of-a-kind, and sourced individually, all sales are final except for approved damage claims.
This policy ensures the preservation and traceability of each object and protects the integrity of our collection.
ELIGIBILITY FOR RETURNS
A return may be accepted only if the item arrives damaged.
To qualify for a damage-based return:
The damage must have occurred during shipping.
The claim must be submitted within 24 hours of delivery.
The customer must provide photographic evidence (see requirements below).
All original packaging materials must be kept until the claim is resolved.
The return must be validated and approved by our team before the item is sent back.
We cannot accept returns without prior validation.
HOW TO REPORT DAMAGED ITEMS
To initiate a damage claim, please email us within 24 hours of delivery.
REQUIRED PHOTOS
Please include clear photos of:
The damaged item
The inner packaging
The outer packaging
The shipping label
These images are required for insurance documentation with fedex or DHL.
IMPORTANT
Do not discard packaging materials until the claim process is complete.
Carriers may request inspection to validate the damage.
RETURN TO VALIDATION PROCESS
Once your claim is submitted:
We will review your photos and documentation.
If eligible, we will confirm return approval by email.
You will receive instructions for sending the item back to us.
Once the item is received and inspected, we will issue store credit.
Unapproved returns will not be accepted and will be returned to the customer at their expense.
REFUND METHOD
Approved returns for damaged items receive store credit only.
We do not issue monetary refunds.
STORE CREDIT
Is equal to the value of the item excluding shipping fees
Can be used on any future purchase
Does not expire
Shipping costs are non-refundable.
NON-RETURNABLE ITEMS
The following cannot be returned or refunded:
Items not reported as damaged within 24 hours
Items damaged after delivery
Items returned without prior approval
Items returned without original packaging
Any item that is not damaged
Any item altered, used, or handled by the customer
Because each piece is unique, we cannot exchange items for another of the same kind.
INCORRECT OR MISSING ITEMS
If you receive the wrong item, notify us within 24 hours of delivery.
We will arrange for the correct item to be shipped or issue store credit if the item is unavailable.
LOST OR STOLEN PACKAGES
If a package is lost in transit, we will open a claim with the carrier and assist you until resolution.
If the package is marked “delivered” by fedex or DHL but goes missing afterward, we cannot provide refunds or replacements unless:
The shipment included signature-required service and the carrier confirms a delivery error.
FINAL SALE POLICY
All purchases are considered final sale, with the sole exception of approved damage claims.
As antique and curated pieces, variations in texture, patina, wear, or age are not considered defects.
CONTACT
For damage claims or refund inquiries, please contact:
Please include your order number and photos when applicable.
