Return Policy
Return Policy
Last Updated: September 23, 2026
Thank you for shopping at CNECNY. We want you to have a clear understanding of our return and refund process before making a purchase.
This Return Policy applies to purchases made through the CNECNY website operated by Novus Commerce Inc.
1. Return Period
You may request a return within 30 days after the date your order is delivered.
To be eligible for a return, you must contact us within this 30-day period.
Requests submitted after the return period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To qualify for a return, the item should generally:
- Be in the same condition in which you received it
- Be unused or only reasonably inspected
- Include the original packaging, accessories, manuals, and other components, where applicable
- Include proof of purchase or your order number
We understand that you may need to open or inspect an item to determine whether it is suitable. Reasonable inspection will not automatically make an item ineligible for return.
Items that show significant use, misuse, accidental damage, unauthorized modification, or missing components may not qualify for a full refund unless the item was defective when delivered.
3. How to Request a Return
Before returning any item, please contact our customer service team:
Email:
Please provide:
- Your order number
- Your name and email address
- The item you wish to return
- The reason for the return
- Photos or other relevant evidence if the item is damaged, defective, or incorrect
After reviewing your request, we will provide the applicable return instructions and, where required, the return address.
Please do not send a product back without first contacting us, as the correct return location may depend on the product and fulfillment arrangement.
4. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- Damaged during delivery
- Defective
- Incorrect
- Missing significant parts or accessories
please contact us as soon as reasonably possible at
.
Include your order number and, where possible, clear photographs or other information showing the issue.
After verification, we may provide an appropriate remedy, such as:
- A replacement
- A refund
- A return at our expense
- Another remedy required by applicable law
If the return is required because we sent the wrong item or because the product arrived damaged or defective, we will generally be responsible for reasonable return shipping costs.
5. Change-of-Mind Returns
If you wish to return an eligible item because you changed your mind, ordered the wrong product, or no longer want the item, you may request a return within the 30-day return period.
Unless otherwise required by applicable law, customers are generally responsible for return shipping costs for change-of-mind returns.
We recommend using a trackable shipping service when returning an item. We are not responsible for returned packages that are lost before they reach the designated return location.
6. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Personalized or customized products
- Products made specifically to a customer's specifications
- Items that cannot reasonably be returned for hygiene or health-protection reasons after being unsealed
- Digital products or downloadable content after delivery or access has begun, where applicable
- Gift cards, where applicable
- Items damaged through misuse, improper installation, modification, or unauthorized repair
- Items identified as final sale or non-returnable before purchase, where permitted by law
This section does not limit any rights you may have regarding defective, damaged, misdescribed, or incorrect products.
7. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
For an eligible change-of-mind return, you will generally be responsible for the cost of returning the product unless applicable law requires otherwise.
For a verified damaged, defective, or incorrect item, we will generally cover reasonable return shipping costs or provide another appropriate return arrangement.
Any return shipping method or reimbursement arrangement should be confirmed with us before the item is returned.
8. Inspection of Returned Items
Once we receive your returned item, we may inspect it to confirm that it meets the applicable return requirements.
We will notify you if additional information is required or if the return cannot be accepted.
Normal handling necessary to inspect an item will not, by itself, prevent an otherwise eligible return.
9. Refunds
If your return is approved, the refund will generally be issued to the original payment method used for the purchase.
Once the returned item has been received and approved, we aim to process the refund within 5–10 business days.
After we issue the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. Processing times are controlled by the applicable payment provider and may vary.
10. Original Shipping Charges
Unless otherwise required by applicable law, original shipping or delivery charges may be non-refundable for change-of-mind returns.
If the return results from our error, including a verified defective, damaged, or incorrect product, applicable original shipping charges may also be refunded where appropriate.
11. Partial Refunds
In certain circumstances, a partial refund may be appropriate where permitted by applicable law, including when:
- An item is returned with missing parts
- The item has been used beyond what is reasonably necessary to inspect it
- The item has been damaged after delivery due to customer handling
- Accessories or components originally supplied with the product are missing
We will not reduce a refund for ordinary inspection or handling that is reasonably necessary to determine the nature, characteristics, or functionality of a product where applicable law protects such handling.
12. Exchanges
We do not guarantee direct exchanges for all products.
If you receive a damaged, defective, or incorrect item, please contact us and we will advise you of the available options.
For other returns, the simplest process may be to return the eligible item for a refund and place a new order for the desired product.
13. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at
We will attempt to accommodate cancellation requests before an order has been processed or shipped.
Once an order has already been shipped, cancellation may no longer be possible, and you may need to follow the return procedure after receiving the order.
14. Refused or Undeliverable Packages
If an order is returned because:
- The delivery address was incorrect or incomplete
- The recipient refused delivery
- The package was not collected
- Delivery could not be completed for reasons outside our control
we will review the circumstances before issuing any applicable refund.
Reasonable shipping or return costs may be deducted from the refund where permitted by applicable law and where the delivery problem was not caused by us.
15. Lost Packages
If tracking information indicates that an order has not been delivered within a reasonable period, please contact us at
.
We may work with the applicable carrier or fulfillment provider to investigate the shipment.
If a package is confirmed to have been lost before delivery, we will provide an appropriate remedy, which may include a replacement or refund.
16. Consumer Rights
Nothing in this Return Policy is intended to limit or exclude any mandatory consumer rights available to you under applicable law.
If the laws applicable to your purchase provide additional rights, longer return periods, mandatory remedies, or other protections that cannot legally be waived, those rights will continue to apply.
17. Contact Us
If you have questions regarding a return, refund, damaged item, or your eligibility under this policy, please contact us:
Website: CNECNY
Legal Company Name: Novus Commerce Inc
EIN: 42-4737034
Email:
Return Address：