Refund policy
Returns & Refund Policy
Bulk Orders — Please Review Before Purchasing
A purchase qualifies as bulk when either of these thresholds is met within a single order:
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12 or more units of the same SKU, regardless of their combined value; or
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3 or more units of the same SKU totaling $500 or more, after discounts and before shipping and taxes.
“Same SKU” means the identical product and variant, including size, color, and design where applicable. Different SKUs are assessed separately. Bulk terms apply only to qualifying merchandise within an order.
Bulk Returns and Restocking Fees
For qualifying bulk purchases of statues, collectible models, snow globes, and glass, crystal, or ceramic products, eligible change-of-mind returns for a refund are subject to a 15% restocking fee once the merchandise has shipped or been collected.
The fee is calculated only on the amount actually paid for the qualifying merchandise being returned, after discounts and excluding shipping and taxes. It does not apply to items you keep or unrelated merchandise in the order.
Bulk status is determined from the original purchase. Returning only part of that purchase does not remove its bulk classification.
To request a bulk return, contact info@nygiftloft.com within 30 days of delivery or pickup with your order number or other proof of purchase. Returned items must be unused, undamaged, and in their original saleable condition, with original product packaging and included components. Please obtain return instructions before shipping.
Approved refunds are issued to the original payment method after inspection, less the applicable restocking fee.
Bulk Exchanges and Store Credit
The 15% restocking fee is waived when eligible merchandise is returned for an exchange or store credit. Sale and discounted merchandise remains eligible only for exchange or store credit.
For qualifying bulk merchandise in the categories listed above:
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Customers pay return shipping and any shipping required for replacement merchandise, including when requesting an exchange or store credit.
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Free domestic return labels do not apply.
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Original shipping charges actually paid are non-refundable for change-of-mind returns, except where required by law.
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We do not retroactively charge outbound shipping when the original order shipped free.
Other standard-stock products follow our regular return and exchange policy.
Restocking fees and customer-paid return shipping do not apply to damaged, defective, or incorrect merchandise, as explained below.
Bulk Cancellations and Custom Orders
No restocking fee applies to a standard-stock cancellation confirmed before shipment or pickup. Once merchandise has shipped, a change-of-mind cancellation is handled under the applicable return terms.
Personalized, custom-made, and specially sourced orders may have separate cancellation or final-sale restrictions. Those restrictions must be provided in writing and accepted before purchase. Ordering a large quantity alone does not make merchandise custom or final sale.
Free 30-Day Returns on Eligible Standard U.S. Orders
NYGiftLoft offers a 30-day money-back guarantee with free return shipping on eligible standard U.S. purchases.
You have 30 days after delivery or pickup to request a return. Eligible merchandise may be returned for a refund of its purchase price, subject to the exceptions described in this policy.
Bulk, custom, sale, discounted, previously exchanged, and international purchases are subject to their applicable terms. Original shipping charges actually paid are non-refundable for change-of-mind returns, except where required by law.
How to Start a Return or Exchange
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Email info@nygiftloft.com with your order number or other proof of purchase, the items involved, and whether you would like a refund, exchange, or store credit.
Example: “Hi, I would like to request a return for order [Order Number]. The items are [Items], and the reason is [Reason]. Thank you.”
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Our team will respond within 48 hours with return instructions, including packing guidance and a prepaid return label when your purchase qualifies for free return shipping.
Please obtain return instructions before shipping and follow the packing guidance carefully to protect your merchandise during its return.
For questions, email info@nygiftloft.com or use our text-only hotline: 1-516-512-2172.
Damages, Defects, Incorrect Items, and Missing Items
Please inspect your order upon arrival and contact us promptly if anything is damaged, defective, incorrect, or missing.
We will review the issue and arrange an appropriate replacement or refund. Restocking fees do not apply to these issues. If a return is necessary, we will arrange it at our expense.
This protection applies to standard, bulk, custom, sale, and discounted purchases, including both domestic and international orders.
Exceptions and Non-Returnable Items
Perishable goods and personal care products are not eligible for change-of-mind returns. Custom-made, personalized, and specially sourced products are subject to any final-sale restrictions disclosed and accepted before purchase.
Sale and discounted merchandise is eligible for an exchange or store credit equal to the amount actually paid.
Gift cards are eligible for exchange or store credit for their remaining unused balance, except where a cash refund is required by law.
These restrictions do not remove the protections described above for damaged, defective, incorrect, or missing merchandise.
Exchanges
To request an exchange, follow the return process above and include “Exchange” in your email subject line or text message.
Apparel size exchanges are processed after the returned merchandise arrives and is inspected, subject to replacement availability.
For other product exchanges, our team will confirm your replacement selection and any price difference. Store credit may be issued if your preferred replacement is unavailable.
Products that have already been exchanged are not eligible for a change-of-mind refund. Any further exchange or store credit remains subject to the applicable return conditions.
Bulk and international exchanges follow the shipping terms stated in their respective sections.
Refunds
We will notify you after receiving and inspecting your return. Approved refunds are issued to the original payment method, less any applicable 15% bulk restocking fee described above.
Your bank or payment provider may require additional time to post the refund.
Applicable sales tax will be refunded or adjusted as required by law. No restocking fee is calculated on sales tax or shipping charges.
International Returns and Exchanges
Eligible international purchases may be returned within 30 days of delivery, subject to the same product eligibility, bulk, custom, sale, and discounted-item terms described above. Contact us within that period to obtain return instructions.
For change-of-mind returns:
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Customers are responsible for safely packing the merchandise and paying return shipping.
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Free return labels are not provided.
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Original international shipping charges actually paid are non-refundable, except where required by law.
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Customers are responsible for shipping charges associated with an exchange.
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Qualifying bulk refunds are subject to the stated 15% restocking fee.
Duties and taxes paid directly to customs authorities or carriers are not refunded by NYGiftLoft; customers should contact the collecting party about any available refund. Taxes collected by NYGiftLoft will be refunded or adjusted as required by law.
If an international shipment arrives damaged, defective, or incorrect, contact us for a replacement or refund under our product-issue policy above.
Refused Deliveries and Return-to-Sender Packages
If a package is returned to us because of delivery refusal, an incomplete or incorrect address, or another delivery issue, we will review the circumstances and discuss the next steps with you.
If you request a refund instead of reshipment, the applicable return terms apply. For qualifying bulk merchandise in the categories listed above, the stated 15% restocking fee applies to a change-of-mind refund after shipment, including customer-requested delivery refusal.
A failed delivery alone does not automatically trigger a restocking fee. We do not apply that fee when the return results from our error or a carrier error. We also do not retroactively charge outbound shipping when the original order shipped free.
Questions and Policy Availability
For business purchases, custom invoices, or questions before or after ordering, contact info@nygiftloft.com.
Orders are governed by the return terms in effect when the purchase was made. A written copy of this policy is available on request. Nothing in this policy limits rights provided by applicable law.