Return & Refund Policy
We appreciate your trust in CNL.NY and want you to shop with confidence. If something isn’t right, we will work with you to make it right.
Returns
We accept returns on eligible items within 15 days of delivery.
To be eligible, items must be:
- Unused and in the same condition received
- In original packaging
- Including all accessories, manuals, and tags (if applicable)
To start a return, please contact us at azima@cnlny.com with:
- Order number
- Reason for return
- Photos (if item is damaged/defective)
Once approved, you will receive return instructions and the return address.
Note: Customer pays return shipping for change-of-mind returns.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos.
We will:
- Replace the item or
- Issue a refund
Return Shipping
- Customer covers return shipping for non-defective items (wrong color/size, changed mind, no longer wanted).
- CNL.NY covers return costs for defective, damaged, or incorrect items.
Refunds
Once your return is received and inspected, your refund will be approved and processed to your original payment method within 3–5 business days.
Please allow additional time for your bank to post the refund.
Non-Returnable Items
- Used or opened products
- Items not in original condition
- Personalized items (if applicable)
- Gift cards or downloadable items
Order Changes & Cancellations
Orders can be modified or canceled within one hour of purchase.
Email us immediately at azima@cnlny.com.
Lost or Missing Packages
If tracking shows “delivered” but you didn’t receive your package:
- Check with household members and neighbors
- Confirm correct address was entered
- Contact the carrier
If still not found, email us at azima@cnlny.com and we will assist you.