Refund and Return Policy

Our Promise to You – Risk‑Free Shopping at CENE8 DISTRIBUTION INCC

At CENE8 DISTRIBUTION INCC, we stand behind every product we sell – from our extra‑large plastic drop cloths to our premium painter’s tapes and professional paint brushes. We know that sometimes a product doesn’t work exactly as you hoped, or you may have simply changed your mind. That’s why we have designed a fair, transparent, and easy‑to‑use refund and return policy that puts your satisfaction first.

This document explains everything you need to know about returning items, getting your money back, exchanging products, and what to do if something arrives damaged. Please read it carefully, but here’s the short version: If you’re not happy for any reason, we will make it right.

Our Return Philosophy

We are not a faceless corporation. The team at CENE8 DISTRIBUTION INCC includes real people who use these products themselves. Our founder started this company because he was tired of poor‑quality drop cloths and frustrating return policies at big‑box stores.

Our belief is simple: Buying painting supplies online should be as easy as buying them in person – and returning them should be even easier.

We also understand that mistakes happen. You might order the wrong size drop cloth (12×9 ft is our standard, but maybe you needed 20×15 ft). Or perhaps you bought our 3‑pack painter’s tape but later decided you want the 12‑pack for a larger job. Or maybe your project got canceled altogether.

Whatever the reason, we will work with you to find a solution. Our return policy is designed to be generous but not abusive – we trust our customers, and we expect the same trust in return.

Core promise: If you are not 100% satisfied with any product purchased from cene8.space, you may return it within 30 days of delivery for a full refund of the purchase price (excluding original shipping costs, unless the return is due to our error).

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The 30‑Day Money‑Back Guarantee

What Does “30 Days” Mean?

The 30‑day period starts on the date your order is delivered (as shown by the carrier’s tracking confirmation). It does not start on the date you placed the order or the date we shipped it.

For example:

• Order delivered on May 1, 2026

• Last day to initiate a return: May 31, 2026

If the 30th day falls on a weekend or holiday, you have until the next business day to contact us.

What Is Covered?

• Full refund of the product price (the amount you paid for the item, excluding taxes and original shipping fees unless we made an error).

• No restocking fee (read the exceptions below).

• Refund issued to your original payment method (credit/debit card, Apple Pay, or Google Pay).

• Store credit option if you prefer – we can issue a gift card code for the full amount plus a 5% bonus as a thank‑you for choosing store credit.

What Is NOT Covered?

• Original shipping charges – unless the return is due to our error (damaged, defective, wrong item). We don’t refund what we didn’t charge you for, but we also don’t penalize you.

• Return shipping costs – for “no longer needed” or “changed my mind” returns, you pay return shipping. For our errors, we provide a pre‑paid label.

• Items returned after 30 days – we may accept late returns on a case‑by‑case basis but will issue a partial refund (usually 50%) or store credit only.

• Items that have been used beyond reasonable inspection – you can open the package and inspect the product, but if you used half the roll of painter’s tape or cut the drop cloth into pieces, we cannot resell it.

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Eligibility Criteria for Returns

To qualify for a full refund or exchange, the following conditions must be met:

1. Time Frame

• Return request initiated within 30 days of delivery.

• Items must be postmarked for return within 14 days of receiving your Return Merchandise Authorization (RMA). (We give you plenty of time.)

2. Condition of Product

• Unused and in original packaging (for change‑of‑mind returns). You may open the outer packaging to inspect the product, but please do not remove the product from its sealed inner bag (for drop cloths) or unwrap the tape rolls.

• For damaged/defective items: We accept returns even if the packaging is opened or missing – we just need the product itself.

• Drop cloths: If you have unfolded a drop cloth to check its size, that’s fine. But if you’ve used it on a painting job (with paint stains, wrinkles from heavy foot traffic, etc.), we cannot accept the return. Please test with a small corner first if you’re unsure about size.

• Painter’s tape: You may unroll a few inches to test adhesion, but please do not use large portions. If more than 10% of the roll is used, the return will be denied or subject to a prorated refund.

• Paint brushes: You may dip the bristles in water to test softness, but using paint or stain voids the return eligibility unless the brush is defective (e.g., bristles falling out).

3. Proof of Purchase

• You must provide your order number (format: C8‑xxxxx) or the email address used to place the order.

• If you purchased as a guest, we can still look up your order using your name, shipping address, and approximate date.

4. RMA Required

• Never send a return without first obtaining an RMA number. Unauthorized returns may be refused, discarded, or delayed for weeks. We will clearly mark your RMA number on the return label we provide.

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Non‑Returnable Items

For health, safety, or hygiene reasons, the following items cannot be returned once the original packaging is opened:

If you are unsure whether your item is returnable, contact us first at cenedistribution29@gmail.com or call +84963271458. We will give you a definitive answer.

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Damaged, Defective, or Incorrect Items

We take great care in packaging your order, but sometimes the shipping carrier mishandles a box, or a manufacturing defect slips through. If you receive a product that is:

• Damaged (torn drop cloth, crushed tape roll, broken brush handle)

• Defective (tape that leaves residue when removed, brush bristles falling out after first use)

• Incorrect (you ordered a 12‑pack but received a 6‑pack, or the wrong color / size)

…then CENE8 DISTRIBUTION INCC will cover all costs to make it right.

What We Will Do for You:

How to Report Damage / Defect / Error:

1. Within 48 hours of delivery – for visible damage (crushed box, torn packaging), please notify us as soon as possible. For hidden defects (tape residue after weeks), you have up to 30 days.

2. Take clear photos – Show the damage, defect, or the incorrect item next to the packing slip. Good photos speed up the process enormously.

3. Email us at cenedistribution29@gmail.com with subject: “DAMAGED – Order C8‑xxxxx” (or “DEFECTIVE” or “WRONG ITEM”).

4. Include your order number and a brief description.

5. We will reply within 2 hours (business hours) with a resolution and a pre‑paid return label if needed.

6. Once we receive the return (if required), we will process a refund or ship a replacement within 24 hours.

Do I have to return a damaged item?
For small items like a single roll of tape that arrived crushed, we may tell you to keep it (or dispose of it) and still send a replacement. For larger items like a 20‑pack drop cloth, we typically ask for photos and may request the return so we can file a claim with the carrier. We will provide a pre‑paid label.

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How to Initiate a Return (Step‑by‑Step)

Follow these steps for a smooth return experience.

Step 1 – Determine Your Reason

• Reason A: I changed my mind / no longer need the product. (You pay return shipping.)

• Reason B: The product arrived damaged / defective / wrong. (We pay return shipping.)

• Reason C: I want to exchange for a different size or quantity. (We pay return shipping for exchanges if the return is due to our error; otherwise, you pay.)

Step 2 – Contact Us

• Email: cenedistribution29@gmail.com with the following template:

  text

  Subject: RETURN REQUEST – Order C8-[your number]
  
  Body:
  - Order number:
  - Product(s) to return:
  - Reason:
  - Preferred resolution: [refund / exchange / store credit]
  - Attach photos (if damage/defect)

• Phone / Text: +84963271458 – we can initiate the return verbally and send you the RMA via email.

Step 3 – Receive RMA and Return Label

• Within 4 business hours, we will email you an RMA number (e.g., RMA‑10023).

• For Reason B (our error), we will attach a pre‑paid USPS or UPS return label as a PDF. Print it.

• For Reason A (your change of mind), we will provide a return label but the cost will be deducted from your refund (unless you choose to use your own shipping method – more on that below).

Step 4 – Pack the Return

• Use the original packaging if possible. If not, any sturdy box is fine.

• Include a note inside with your order number and RMA number (a piece of paper is fine).

• Remove or cover old shipping labels.

• Tape the box securely – drop cloths are light but can shift.

Step 5 – Ship It

• Affix the return label (if we provided one). Drop off at any USPS, UPS, or FedEx location (as specified on the label).

• If you are using your own shipping method (Reason A only), send to:

  text

  CENE8 DISTRIBUTION INCC – Returns
  821 N St, Ste 102
  Anchorage, AK 99501
  USA

  Write the RMA number clearly on the outside of the box.

Step 6 – Track & Confirmation

• Keep your shipping receipt or tracking number.

• Once we receive the return, we will send you an email confirmation.

• Refunds are processed within 3–5 business days after receipt.

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Return Shipping Costs – Who Pays What

This table summarizes our return shipping policy:

Important: If you use our pre‑paid label for a “changed mind” return, the cost of that label (typically $5–$12 depending on weight) will be deducted from your refund. To avoid that, you can ship the item yourself via any carrier – just send the tracking number to us.

Cost estimates (for customer‑paid returns):

• 1–2 rolls of tape: ~$4 (USPS First Class)

• 1 drop cloth (folded small): ~$5 (USPS Ground Advantage)

• 6–12 pack drop cloths: ~$8–$12 (UPS Ground)

• 20 pack drop cloths: ~$15 (FedEx Home Delivery)

We never mark up shipping – we use commercial rates.

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Refund Processing Timeframes

Once we receive your returned item (or for damaged items, once we approve without return), we process refunds via Stripe according to this schedule:

What Does “Processing” Mean?

• Step 1: We initiate the refund in Stripe. This is instantaneous.

• Step 2: Stripe sends the credit to your card issuer (e.g., Chase, Bank of America).

• Step 3: Your card issuer posts the credit to your account. This is the variable part – some banks post same day, others take up to 7 business days.

If you haven’t seen a refund after 10 business days, please:

1. Check your credit card statement online (not just the available balance – sometimes credits are pending).

2. Call your bank to ask if they have received a credit from “Stripe / CENE8”.

3. Contact us at cenedistribution29@gmail.com and we will provide the Stripe transaction ID so your bank can locate it.

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Exchanges – How They Work

We do not offer direct “exchange” as a separate process because our inventory changes quickly. Instead, we follow this simple two‑step method that gets you the correct product faster:

For Exchange Due to Our Error (we sent wrong item or size):

1. Contact us as above.

2. We will immediately ship the correct item (expedited, free of charge).

3. We will send a pre‑paid label for you to return the wrong item.

4. No upfront payment required.

For Exchange Due to Customer’s Change of Mind (you want a different pack size or product):

1. Initiate a return for the original item (you pay return shipping).

2. Once we receive the return and confirm it’s in resellable condition, we will issue a refund.

3. You then place a new order for the desired items.

4. If you want to avoid the delay, you can simply place the new order immediately (while the return is in transit) – we will still process the refund for the first order separately.

Why not direct exchange? Because we want you to get the new items as fast as possible. If we wait for your return to arrive before shipping the exchange, you could wait 7–10 days. Our method gets you the new items in 2–3 days.

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Restocking Fees – None, Except…

Standard restocking fee: $0. We do not charge restocking fees for any return, even for opened but unused items (as long as they are resellable). Most online retailers charge 15–25% – we don’t.

The only exceptions (rarely applied):

• Missing components – If you return a 12‑pack of drop cloths but only 10 sheets are inside, we will deduct the value of the missing 2 sheets.

• Used beyond reasonable inspection – If a drop cloth has paint stains or a tape roll is half used, we may deny the return entirely or offer a partial refund of 50% (our discretion, but we will notify you before processing).

• Return after 30 days – Late returns may incur a 50% restocking fee or be converted to store credit only.

We will never surprise you. If your return is not in resellable condition, we will contact you and ask how you wish to proceed (accept partial refund, pay to have it shipped back to you, or dispose).

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International Returns

Returning items from outside the United States is possible, but there are additional considerations.

For Damaged / Defective Items (Our Error):

• We will still cover the return shipping cost, but you may need to use a local carrier with international tracking.

• We will reimburse you up to $25 for return shipping upon providing a receipt.

• Alternatively, we may offer a full refund without requiring the return (if the cost of shipping back exceeds the item’s value). We evaluate case by case.

For Change‑of‑Mind Returns (International):

• You are responsible for return shipping costs, which can be high (often $20–$50).

• We recommend you do not return small value items (e.g., a single roll of tape) because the shipping cost may exceed the refund.

• All returns must be shipped to our Anchorage address. We do not have international return warehouses.

Important Notes for International Customers:

• Customs forms must clearly state “RETURNED GOODS” to avoid additional import duties. We will provide you with the necessary declaration language.

• We are not responsible for lost international returns – please use a trackable, insured method.

• Refunds will be issued in USD. Your bank’s exchange rate at the time of refund may differ from when you purchased.

Before initiating an international return, please email us at cenedistribution29@gmail.com for specific instructions.

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Returning Gifts & Gift Orders

If you received a CENE8 product as a gift and need to return or exchange it:

Option 1 – Refund to the Original Purchaser

• We can refund the gift giver’s credit card (if we can verify the original order). The money goes back to them, not to you.

Option 2 – Store Credit for the Gift Recipient

• If you prefer, we can issue a digital gift card (store credit) in your name (the recipient) for the full value of the returned product. You can then use it to buy something else on cene8.space.

• To do this, you will need the original order number or the gift giver’s email address.

Option 3 – Exchange for a Different Product

• We can exchange the gift for another item of equal or lesser value (or you pay the difference). This is treated like a return without refund, and we will ship the new item to you directly.

Gift returns follow the same 30‑day window and condition requirements.

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Bulk / Wholesale Order Returns

If you purchased products in bulk (50+ units) as a business customer, the return policy differs slightly:

Standard Bulk Return Policy:

• 30 days still applies.

• Restocking fee: 15% for bulk returns (to cover the cost of inspecting, repackaging, and restocking large quantities).

• Return shipping: Customer pays (unless defect/damage).

• Custom or private‑label orders: Non‑returnable unless defective.

We are happy to work with regular wholesale clients to minimize returns. For example, we will send samples before you commit to a large order, so you can verify quality and size.

How to Return Bulk Orders:

1. Contact our wholesale department at cenedistribution29@gmail.com with “BULK RETURN” in the subject line.

2. You will receive a dedicated RMA and return instructions.

3. Returns must be shipped on a pallet (we can arrange freight pickup at your cost).

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Warranty Information

Beyond our 30‑day return policy, CENE8 DISTRIBUTION INCC offers limited warranties on specific product categories:

Plastic Drop Cloths – 6 Month Warranty

• Coverage: If a drop cloth tears under normal use (not from sharp objects or intentional cutting) within 6 months of purchase, we will replace it free of charge (proof of purchase and photo required).

• Exclusions: Tears caused by dragging over rough surfaces, pet claws, or improper storage.

Painter’s Tapes – 90 Day Adhesion Warranty

• Coverage: If our tape leaves residue or fails to stick to recommended surfaces (smooth/lightly textured walls, glass, metal) within 90 days, we will refund or replace.

• Note: This warranty does not cover surface incompatibility (e.g., using our blue tape on unsealed masonry or high‑humidity bathrooms without proper drying). Check product descriptions for surface recommendations.

Paint Brushes – 1 Year Bristle Retention Warranty

• Coverage: If more than 5 bristles fall out during normal use (not from cleaning with harsh solvents) within 1 year, we will replace the brush free of charge.

How to make a warranty claim: Email cenedistribution29@gmail.com with “WARRANTY” and your order number, plus photos/video of the issue. We will respond within 24 hours.

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Chargebacks vs. Refunds – What You Need to Know

A chargeback is when you ask your credit card bank to reverse a charge without going through the merchant’s return process. We strongly encourage you to contact us first before filing a chargeback.

Why You Should Contact Us First:

• Speed: We can refund you in 1–2 days. A chargeback takes 30–90 days.

• No risk: If we approve a refund, you get your money back. A chargeback can be denied if we provide evidence of delivery and product condition.

• Avoid fees: Chargebacks cost us $15–$25 in fees, which we may need to deduct if the chargeback is found to be invalid.

If You File a Chargeback Without Contacting Us:

• We will provide Stripe with tracking information, delivery confirmation, and our return policy.

• If the chargeback is for a non‑delivery issue (e.g., “product not as described”), we will show that you never requested a return.

• Most valid chargebacks are decided in the merchant’s favor if we have a clear policy and communication records.

Our request: Please give us a chance to make things right. Call +84963271458 or email cenedistribution29@gmail.com. We promise to listen and resolve your issue fairly.

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Frequently Asked Questions About Returns

Q1: How long do I have to return an item?

A: You must initiate the return within 30 days of delivery. You then have an additional 14 days to ship it back.

Q2: Do I need the original packaging?

A: For change‑of‑mind returns, yes – the item should be in original, resellable condition. For damaged/defective items, original packaging is helpful but not required.

Q3: Can I return a product that I’ve already used?

A: If it’s defective (e.g., tape leaves residue even when used correctly), yes – that’s a warranty claim. If you used it and then decided you don’t like it (but it works as intended), no – used items cannot be returned for change of mind.

Q4: What if my return gets lost in the mail?

A: You are responsible for the return until we receive it. We recommend using a trackable shipping method (USPS Ground Advantage, UPS, FedEx). If you use our pre‑paid label, we will file a claim with the carrier on your behalf.

Q5: Do you refund original shipping fees?

A: Only if the return is due to our error (damage, defect, wrong item). For change‑of‑mind returns, original shipping fees are non‑refundable.

Q6: Can I return a “final sale” or clearance item?

A: No. These are clearly marked as non‑returnable at the time of purchase.

Q7: How do I know if my return was received?

A: We will send you an email confirmation when the package arrives at our warehouse. You can also track the return label’s delivery status.

Q8: What if I live in Alaska? Can I drop off returns in person?

A: Yes, by appointment only. Please call +84963271458 to schedule. Our address is 821 N St, Ste 102, Anchorage, AK 99501. Do not show up without an appointment – we are a distribution center, not a retail store.

Q9: Can I return items purchased from a different retailer (e.g., Amazon, eBay)?

A: No. This return policy applies only to purchases made directly on cene8.space. If you bought from another marketplace, please follow their return process.

Q10: What if I throw away the packing slip?

A: No problem. We can look up your order using your email address, name, or credit card last 4 digits. Just contact us.

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Contact Us for Return Assistance

The fastest way to resolve any return issue is to reach out directly. We have a dedicated returns team that handles nothing else.

• 📞 Phone / Text: +84963271458 – available during business hours (Monday–Saturday). Leave a voicemail with your order number and we’ll call back.

• ✉️ Email: cenedistribution29@gmail.com – use subject line “RETURN – Order C8‑xxxxx”. Attach photos if relevant.

• 📬 Mail: For written correspondence (not returns without RMA), send to:

  text

  CENE8 DISTRIBUTION INCC
  Attn: Returns Department
  821 N St, Ste 102
  Anchorage, AK 99501
  USA

Our response time guarantee for return inquiries:

• Emails: under 2 hours (business days)

• Phone calls: under 2 minutes wait

• Texts: under 1 hour

We are closed Sundays and major holidays, but you can still email – we’ll reply Monday morning.

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Final Words – We’ve Got Your Back

CENE8 DISTRIBUTION INCC was founded on the belief that customers should never feel anxious about buying online. Our generous return policy is not just a legal document – it’s a reflection of our values: fairness, honesty, and respect for your hard‑earned money.

So go ahead and order that 20‑pack of extra‑large plastic drop cloths. Or try our new Pro Grade paint brushes. If they don’t meet your expectations, you know exactly what to do. We’ll be here, ready to help, with no runaround and no hidden fees.

Thank you for choosing CENE8. Now let’s get painting – with total peace of mind.