Refund policy

Last Updated: October 23, 2026

At CJDGHR™, we want you to feel confident when choosing a frame for your favorite memories. If a purchase does not meet your expectations or an order arrives with an issue, this Return & Refund Policy explains how to request a return, exchange, or refund, who is responsible for return shipping costs, and how approved refunds are handled.

Please review the following conditions before sending any item back. All return requests must follow the authorization and shipping procedures described below, subject to applicable consumer protection laws.

1. Return Eligibility

You may request a return within 30 calendar days of receiving your order, subject to the conditions outlined below and any mandatory rights available under applicable law.

To help us assess your request, please ensure that:

  • The item is unused and remains in its original condition, except for reasonable inspection.

  • Original packaging, accessories, and included components are retained where applicable and reasonably available.

  • You can provide your order number or another reasonable proof of purchase.

  • The product has not been damaged through improper handling, misuse, or unauthorized modification after delivery.

  • The product is returned in accordance with the authorized return instructions provided by our customer support team.

Photo frames should be packaged carefully to help prevent damage during return shipping. Items showing excessive use, alteration, or damage after delivery may require additional review before a voluntary return can be approved.

Certain exclusions may apply to change-of-mind returns where permitted by applicable law. These exclusions do not remove mandatory consumer rights relating to defective, damaged, incorrectly supplied, or otherwise non-conforming products.

2. How to Initiate a Return

Please contact CJDGHR™ and obtain return authorization before shipping any product back.

Email: service@cjdghr.com

Include the following information in your request:

  1. Your order number.

  2. The name of the product you wish to return.

  3. The reason for your request.

  4. Clear photographs, if the item arrived damaged, defective, incomplete, or different from what you ordered.

Our customer support team will review your request and confirm whether the return can be accepted. If approved, we will provide the applicable return instructions, including the designated return destination, shipping arrangements, and any required documentation.

Return Shipping Costs

Return shipping costs depend on the reason for the return.

A. Personal Reasons and Change-of-Mind Returns

If you wish to return an item because you changed your mind, no longer need it, selected a different design, ordered the wrong product, or otherwise wish to return an item that was supplied correctly and is not defective, you are responsible for the direct return shipping costs, unless otherwise required by applicable law or expressly agreed by CJDGHR™.

Before you proceed, our customer support team will explain the applicable shipping arrangements and any known return shipping charges.

Actual return shipping costs may vary depending on the carrier, package dimensions, weight, and destination.

Original outbound shipping charges, if any, will be handled in accordance with the applicable order terms and consumer protection laws.

B. Damaged, Defective, or Incorrect Items

If an item arrives damaged, has a confirmed manufacturing defect, is incorrectly supplied, or differs from the product you ordered because of an error on our part, CJDGHR™ will cover the reasonable return shipping costs or provide an appropriate prepaid return shipping label, as applicable and subject to applicable law.

Please contact us with your order number, a description of the issue, and supporting photographs before arranging shipment.

Do not independently arrange an expensive return shipment for a damaged, defective, or incorrectly supplied item without first contacting our team. If return postage is necessary and has been approved, retain the shipping receipt and tracking information so the costs can be reviewed.

Depending on the circumstances, we may arrange a replacement, replacement components, an authorized return and refund, or another appropriate remedy under applicable law.

Nothing in this section limits any statutory consumer rights or remedies.

3. Damaged, Defective, or Incorrect Items

We recommend checking your order after delivery to ensure that the products received match your purchase.

If your frame arrives damaged, has a defect, is missing components, or differs from the item you ordered, please contact us as soon as reasonably possible at service@cjdghr.com.

To help us investigate, please provide:

  • Your order number and product name.

  • A short description of the issue.

  • Photographs showing the affected product and its packaging, shipping label, or discrepancy, where applicable.

Our team will review the circumstances and explain the available resolution in accordance with applicable law.

Depending on the issue, the resolution may include replacement components, a replacement product, an authorized return, a refund, or another appropriate remedy.

Return Shipping Responsibility for Product Issues

When our review confirms that an item arrived damaged, has a manufacturing defect, or was incorrectly supplied by CJDGHR™, we will cover the reasonable return shipping costs or provide a suitable prepaid return shipping label, as applicable.

If return postage has been incurred with our prior approval, please provide the relevant receipt and tracking information for review.

If the reported issue cannot be confirmed and the request is ultimately treated as a personal-reason return, the shipping cost rules in Section 2 will apply, subject to applicable law. We will explain the applicable arrangements before asking you to proceed.

Please retain the affected item and its packaging until our team provides further instructions. Do not discard relevant components or attempt substantial repairs before the issue has been reviewed.

Your statutory consumer rights remain unaffected by this process.

4. Non-Returnable Items

Certain products or circumstances may be excluded from ordinary change-of-mind returns where permitted by applicable consumer protection laws.

Examples may include:

  • Personalized or Customized Items: Products made specifically to your individual requirements, where a lawful exclusion applies.

  • Digital Gift Cards: Gift cards or similar non-physical products, where applicable and legally permitted.

  • Items Clearly Identified as Final Sale: Products subject to a disclosed final-sale restriction, where such restrictions are lawful.

  • Products Damaged Through Misuse: Items damaged after delivery through improper handling or use beyond what is reasonably necessary for inspection.

These exclusions are subject to the circumstances of the purchase and applicable law.

For example, a product that is defective, damaged on arrival, or incorrectly supplied may still qualify for a remedy even if ordinary change-of-mind returns are restricted.

If you are unsure whether your purchase qualifies, contact service@cjdghr.com before arranging a return.

5. Exchanges

If you would prefer a different frame design, size, or color, please contact our customer support team to discuss the available options.

Where a direct exchange cannot be arranged, you may be asked to:

  1. Request authorization to return the original item.

  2. Follow the confirmed return instructions.

  3. Place a new order for the replacement product once the return arrangements have been clarified.

Replacement availability depends on current stock and the specific product requested.

Shipping Costs for Exchanges

For exchanges requested for personal reasons, such as a change of preference or an incorrect product selection by the customer, the customer is generally responsible for the direct return shipping costs, subject to applicable law.

If an exchange is required because an item arrived damaged, has a confirmed manufacturing defect, or was incorrectly supplied by CJDGHR™, we will cover the reasonable return shipping costs or provide an appropriate prepaid return label, as applicable.

Any price difference, additional shipping charge, or other applicable cost will be explained before the exchange or replacement purchase is finalized.

Please do not send the original item back without authorization. Refunds, replacements, and any additional payments will be handled according to the applicable return terms and circumstances of the transaction.

6. International Orders – EU Customers

Customers in the European Union may have a statutory right to withdraw from eligible distance purchases within 14 days of receiving the goods, subject to applicable law and any legally permitted exceptions.

The withdrawal period generally begins when the customer, or a designated third party other than the carrier, receives the goods. Different rules may apply to orders containing multiple goods delivered separately.

To exercise an applicable withdrawal right, contact service@cjdghr.com within the relevant period and clearly state that you wish to withdraw from your purchase. Include your order number so we can identify the transaction and provide the appropriate return instructions.

Return Shipping Costs for EU Customers

Where an EU consumer exercises a statutory withdrawal right, the customer may be responsible for the direct cost of returning the goods if the applicable legal requirements have been met, including any required prior disclosure of this responsibility.

If an item is defective, damaged, incorrectly supplied, or otherwise subject to a seller-paid remedy under applicable law, the relevant statutory rules regarding return shipping costs will apply.

Refunds, return shipping expenses, and any legally permitted reduction in value will be handled in accordance with applicable EU and national consumer protection requirements.

Certain exceptions may apply, including for personalized or customized goods, where provided by law. Whether an exception applies depends on the circumstances of the purchase.

Our voluntary 30-day return window is separate from the statutory withdrawal period. Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights available under applicable EU or national law.

7. Refunds

Once an authorized return has been received at the designated return destination, the item may be inspected to confirm its condition and the reason for the request.

We will notify you of the outcome after reviewing the return. If a refund is approved, it will be processed in accordance with this policy and applicable legal requirements.

Please note the following:

  • Refund Method: Refunds are generally issued to the original payment method unless another method is agreed upon or required by law.

  • Processing Time: For approved voluntary returns, we aim to initiate refunds within 10 business days after the returned item has been received and the refund approved, where practicable. Mandatory statutory refund deadlines take precedence.

  • Bank or Payment Provider Delays: The time required for funds to appear in your account may depend on your bank, card issuer, or payment provider.

  • Partial Refunds or Deductions: Any deduction or adjustment will be made only where permitted by applicable law and the relevant return terms.

For statutory withdrawal requests, refund deadlines and reimbursement obligations will be handled in accordance with the law governing the transaction.

If you have not received an expected refund, first check your payment account and contact your payment provider if appropriate. You may then email service@cjdghr.com with your order number and refund details so we can review the status.

Nothing in this section limits any refund deadlines or remedies required by applicable law.

8. Unauthorized Returns and Incorrect Return Destinations

All returns must be authorized by CJDGHR™ before shipment, except where applicable law provides otherwise.

An unauthorized return includes a product shipped back without prior approval, a parcel sent before return instructions have been issued, or a shipment sent to an address other than the designated return destination confirmed by our customer support team.

If an unauthorized return is received or identified, the following procedures apply:

  1. Shipment Identification: We will attempt to identify the order using the information supplied with the parcel or the associated order records.

  2. Customer Notification: Where contact information is available, we will contact the customer to clarify the reason for the shipment and request any missing order or tracking details.

  3. Return Verification: We will review the order, the reason for the return, the shipment status, and the applicable return conditions before determining the next steps.

  4. Handling of the Parcel: Where permitted by law and the carrier's procedures, we may refuse delivery or hold the parcel temporarily while attempting to identify the shipment and contact the customer. If the parcel has already been received, we will explain whether it can be accepted for processing, needs to be redirected, or requires another appropriate arrangement.

  5. Refund Processing: Shipping a parcel back does not automatically mean that a refund has been approved. The return must be identified and handled in accordance with the applicable return procedure. Any mandatory statutory refund obligations remain unaffected.

  6. Additional Shipping Costs: If a parcel must be redirected, returned to the sender, or shipped again because the customer used an unapproved destination or failed to follow the provided instructions, the customer may be responsible for the resulting reasonable additional shipping costs where permitted by applicable law.

  7. Delivery Delays or Loss: A parcel sent to an unapproved destination may be delayed, refused, or difficult to locate. We cannot guarantee that it will reach the appropriate return processing location.

If you have already shipped an item without authorization, please contact service@cjdghr.com immediately and provide your order number, tracking number, carrier details, and the address used.

Our team will review the circumstances and explain the available next steps. We will handle any recovered or identified parcel in accordance with applicable law and the carrier's procedures.

These procedures are intended to ensure that returned products can be identified and processed correctly. They do not waive or restrict any mandatory consumer rights or remedies.

9. Return Address and Customer Support

To help ensure your return is received and processed correctly, please contact CJDGHR™ before shipping any product.

Return Support Email: service@cjdghr.com

After reviewing your request, our customer support team will confirm the appropriate return destination and provide any necessary shipping instructions.

Please do not use the company's business address as a return destination unless our team has specifically confirmed that it is suitable for your authorized return.

Business Information

Brand: CJDGHR™

Owner: Wu Jianxin

Legal Company Name: Suzhou Muxu Network Co., Ltd.

Business Address: Room 1303, Building 5, Julong Business Plaza, No. 199 Yundong Avenue, Jiangling Subdistrict, Wujiang District, Suzhou, Jiangsu, China

Website: https://cjdghr.com

Phone: +86 17181207457

Email: service@cjdghr.com

Customer Service Hours: 8:00 AM–10:00 PM daily

Time Zone: Pacific Time (US & Canada), GMT−08:00 during standard time and GMT−07:00 during daylight saving time.

The business address above is provided for company identification and customer correspondence. It is not a confirmed product return destination unless our customer support team explicitly instructs you to use it.

Parcels sent to an unconfirmed address may be delayed, refused, or fail to reach the appropriate processing location. Please obtain written return instructions before arranging shipment.

At CJDGHR™, we aim to handle return and refund requests clearly and fairly, with transparent shipping cost responsibilities and consistent procedures. If you have a question about an order or need help understanding the next steps, please contact our support team.

Thank you for choosing CJDGHR™.

CJDGHR™ — Framing Moments That Matter.