Refund policy

Return and Refund Policy

At Celanese Sales U.s. Ltd., customer satisfaction is important to us. We want you to enjoy every purchase from our store, whether it is a canvas awning, cotton camping blanket, or canvas hammock.

If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Eligibility

We accept return requests within 30 days of the delivery date.

To be eligible for a return, the following conditions must be met:

  • The item must be unused and in its original condition.

  • The item must be clean, undamaged, and free from stains, odors, or signs of outdoor use.

  • The item must include its original packaging, accessories, and any included components.

  • Proof of purchase, such as an order confirmation or receipt, must be provided.

For outdoor products such as canvas awnings, cotton camping blankets, and canvas hammocks, items that have been used outdoors, exposed to dirt or moisture, or damaged through improper handling may not qualify for a standard return.

2. Non-Returnable Items

The following items are generally not eligible for return:

  • Items that have been used, washed, or installed.

  • Products damaged due to improper use, accidents, or normal wear and tear.

  • Items returned without original accessories or essential components.

  • Customized or personalized products, unless they arrive defective or damaged.

  • Items marked as final sale or non-returnable at the time of purchase.

This policy does not limit any return or refund rights that may be required by applicable law.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos or videos showing the damage, defect, or incorrect item.

After reviewing your request, we will work with you to arrange an appropriate solution, which may include a replacement, refund, or other resolution.

Customers will not be responsible for return shipping costs when a return is approved due to our error or a confirmed defective or damaged product.

4. How to Request a Return

To start a return, please contact our customer service team:

Email: [email protected]

Please provide your order number and the reason for your return.

Our team will review your request and provide return instructions if your return is approved.

Please do not send items back without receiving return authorization and instructions from our team.

5. Return Shipping Costs

Unless the return is caused by an incorrect, defective, or damaged item, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee that returned items will reach us without tracking information.

Original shipping fees are generally non-refundable unless otherwise required by applicable law or the return is due to our error.

6. Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to be processed after approval. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

If your refund has not appeared after this period, please contact your payment provider or reach out to us for assistance.

7. Exchanges

We currently handle exchange requests on a case-by-case basis, depending on product availability.

If you would like to exchange a canvas awning, camping blanket, or hammock, please contact us before returning the item.

If the requested replacement is unavailable, we may offer an alternative solution or a refund where appropriate.

8. Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We can only guarantee cancellation if the order has not yet been processed or shipped. Once an order has been shipped, it will need to follow our standard return procedure.

9. Contact Information

If you have any questions about returns, refunds, or exchanges, please contact us:

Business Name: Celanese Sales U.s. Ltd.
Email: [email protected]
Address: 222 W Las Colinas Blvd, Irving, TX 75039, United States
Website: http://rmtzwr-x4.myshopify.com/

We appreciate your business and thank you for shopping with us!