Refund Policy
At Petalune, we want every purchase to feel calm, clear, and supported from the moment you place your order to the moment your floral, botanical, decor, or gift item arrives. This refund policy explains how returns, exchanges, and refund reviews work for eligible products purchased from our store. We keep the process straightforward so customers can shop fresh floral-inspired pieces, preserved arrangements, indoor greenery, vases, planters, candles, and gift essentials with greater confidence.
Eligible items may be returned or exchanged within 30 days of delivery. Please contact our support team before sending anything back so we can review the request and provide the correct return instructions.
Eligible returns and exchanges are accepted within 30 days after delivery.
Our customer support team is available anytime for order and return questions.
Free returns and exchanges are available for eligible items under this policy.
Clear Return Support
Our policy is designed to make returns, exchanges, and refund reviews feel simple and well supported.
Care
Policy Overview
These core rules explain when an item may qualify for a return, exchange, or refund review.
Simple, Clear, Supported
We understand that floral, plant, home decor, and gifting purchases can be personal. If your order is not right for your space, occasion, or gifting need, our support team is here to help review the situation. Eligible products may be returned or exchanged within 30 days of delivery, provided they meet the condition requirements listed below.
Return Eligibility
To qualify for a return, the item should be unused, clean, undamaged, and returned with its original packaging, accessories, labels, inserts, and any included protective materials when applicable.
Return Authorization
Please contact our support team before sending a return. Unauthorized returns may be delayed, refused, or difficult to match with the correct order record.
Refund Review
Refunds are reviewed after the returned item is received and inspected. Once approved, the refund will be issued to the original payment method used at checkout.
How To Start A Return
Follow these steps before sending back any eligible product from your Petalune order.
Contact Support
Reach out through our contact page with your order number, email address used at checkout, product name, and a short explanation of the return or exchange request.
Share Details
If the item arrived damaged, incorrect, or incomplete, please include clear photos of the product, packaging, shipping label, and any visible issue so we can review it faster.
Wait For Instructions
Our support team will review your request and provide next steps. Please do not ship the item back until return instructions have been confirmed.
Return Securely
Pack the item carefully using its original protective materials when available. This helps prevent return transit damage and supports a smoother refund review.
Return Conditions
These conditions help us keep the process fair, organized, and consistent for every customer.
Eligible Condition
Returned items should be in the same condition in which they were received. For home decor, vases, planters, artificial arrangements, preserved floral items, candles, and gift essentials, products should be unused and free from damage caused after delivery.
- Unused and clean condition
- Original packaging included
- Accessories and inserts included
- No customer-caused damage
Damaged Orders
If an item arrives damaged or defective, please contact us as soon as possible after delivery. Include photos so our team can review the issue and determine whether a replacement, exchange, or refund is the best solution.
- Photo of the damaged item
- Photo of the packaging
- Order number and email address
- Short issue description
Incorrect Items
If you receive a product that does not match your order, contact us with your order details and photos of the received item. We will review the case and help arrange the appropriate correction.
- Incorrect item review
- Replacement guidance
- Exchange support when eligible
- Clear next steps from support
Refund Processing
After your approved return is received and inspected, we will notify you about the refund status. If the return is approved, the refund will be issued back to the original payment method. Processing times may vary depending on your bank, card provider, or payment service.
Exchanges & Special Cases
Some situations need extra review so we can choose the fairest solution for your order.
Exchanges
We offer free exchanges within 30 days for eligible items. If you would like a different product, style, or replacement item, contact our support team first so we can confirm availability and provide the correct exchange instructions.
- Available within 30 days
- Support review required
- Subject to product availability
- Free exchanges for eligible items
Non-Returnable Items
Certain items may not qualify for return if they are used, damaged after delivery, missing packaging, missing included parts, or returned outside the 30-day window. Custom, final sale, or hygiene-sensitive items may also be restricted when clearly marked.
- Used or damaged items
- Missing original packaging
- Outside the return window
- Final sale items when marked
Order Cancellations
If you need to cancel an order, contact us as quickly as possible. Once an order has entered processing or shipment preparation, cancellation may no longer be available, but we will still help review the best available option.
- Contact support quickly
- Processing orders may not cancel
- Shipped orders follow return steps
- Support will review options
Need Help With A Return?
If you have a question about a return, exchange, damaged item, incorrect product, refund status, or order cancellation, our customer support team is available 24/7. Please include your order number and the email address used at checkout so we can locate your order faster and provide accurate assistance.
Contact Petalune