Returns & Exchanges
Petalune is designed for thoughtful floral moments, calm interiors, seasonal celebrations, and meaningful gifting. If an order does not arrive as expected, our returns and exchanges process is here to keep the experience clear, supportive, and easy to follow. Eligible orders are supported within 30 days, with a practical review process shaped around fresh flowers, preserved arrangements, indoor plants, decorative vases, planters, candles, and gift-ready home accents.
Eligible returns and exchanges are supported within 30 days of delivery for a more confident order experience.
Petalune offers free returns and exchanges for eligible orders following the review and approval process.
Our customer care team is available at any time for order questions, item concerns, and next-step guidance.
A Clear Path After Delivery
Because floral and botanical products can be delicate, we review concerns with care. Damaged, incorrect, or incomplete orders should be documented as soon as possible so our team can guide the best resolution.
Policy Overview
Simple rules for understanding whether an item can be returned, exchanged, replaced, or reviewed for another resolution.
Eligibility Window
Most eligible items can be reviewed for return or exchange within 30 days of delivery. The item, order status, reason for return, and product condition help determine the best next step.
- Request support within 30 days of delivery.
- Keep original packaging when possible.
- Provide order details for faster review.
Condition Review
Items should be unused, clean, complete, and in suitable return condition unless the concern involves transit damage, quality issues, missing items, or an incorrect shipment.
- Unused decor and gift items should include all parts.
- Damaged items should be photographed clearly.
- Delicate floral items may receive a guided resolution.
Resolution Options
Depending on the item and situation, Petalune may offer a replacement, exchange, refund review, or another approved resolution that fits the product type and order concern.
- Exchanges help replace size, style, or item concerns.
- Replacements may apply to damaged or incorrect orders.
- Refunds are reviewed after approval and inspection.
How The Process Works
Follow these steps so your return or exchange can be reviewed smoothly and without unnecessary delays.
Check The Delivery Date
Confirm that your request is being made within 30 days of delivery. This window helps us keep the process fair, consistent, and easy to verify for every customer.
Prepare Order Details
Have your order number, delivery date, item name, and reason for the request ready. For damaged, incorrect, or incomplete items, include clear photos of the item, packaging, and shipping label when available.
Submit A Review Request
Use the contact path at the bottom of this page to reach our customer care team. Please do not send items back before receiving approval and instructions, as unapproved returns may be delayed.
Follow The Return Instructions
If a physical return is needed, our team will provide the next steps. For fragile botanical items, fresh floral products, or transit-sensitive goods, we may resolve the issue through a replacement or another approved solution.
Receive Final Resolution
Once your request is reviewed and approved, we will confirm the applicable exchange, replacement, or refund review. Processing times may vary based on item type, inspection, and payment provider timing.
Your order number helps us locate the purchase and review the request with better accuracy.
Photos of the item, packaging, and shipping condition help our team understand what happened.
Packaging protects decor, planters, vases, and gift items during the return review process.
Let us know the replacement item or preferred solution so we can guide the next step clearly.
Product-Specific Guidance
Petalune carries delicate, decorative, and gift-ready items, so each category may require a slightly different review path.
Bouquets & Arrangements
Fresh floral items should be reviewed quickly if there is a concern with delivery condition, incorrect selection, or visible damage. Because fresh stems are delicate, our team may request photos and may offer a replacement or approved resolution instead of requiring a physical return.
Roses & Faux Florals
Preserved roses and artificial flower arrangements should be returned in clean, unused condition with protective packaging intact. Damage, missing components, or incorrect items should be documented before the product is repacked.
Plants & Planters
Succulent plants, mini potted plants, ceramic pots, and self watering planters are reviewed based on item type and delivery condition. Please keep plant packaging and provide photos if the item arrives damaged, unstable, or incorrect.
Vases & Candles
Glass vases, ceramic vases, scented candles, and decorative gifts should be unused, complete, and returned safely packaged. Burned candles, heavily used items, or products damaged after delivery may not qualify for standard return approval.
Return Conditions
These details help protect delicate floral products, fragile home decor, and a fair customer experience.
What Usually Qualifies
Eligible returns and exchanges are generally available when the item is within the 30-day window and can be reviewed in suitable condition. Petalune also supports customers when an order arrives damaged, incorrect, incomplete, or meaningfully different from the item ordered.
What May Not Qualify
Some items may not qualify for a standard return if the request falls outside the 30-day window, the item has been heavily used, the product is missing key components, or the damage occurred after delivery through improper handling or storage.
Refunds, Exchanges & Shipping
A clear summary of what happens after your return or exchange request is approved.
Exchange Support
Exchanges are useful when the item is eligible but a replacement, alternate product, or corrected order is a better fit than a refund. If your preferred replacement item is available, our team will confirm the next step and provide guidance before anything is sent back.
- Exchange requests should be made within 30 days of delivery.
- Replacement availability may depend on current inventory.
- Delicate fresh floral items may be resolved with replacement support after review.
- Decor and gift items should remain unused and safely packaged.
Refund Review
Refunds are reviewed after the return is approved and, when required, after the item is received and inspected. Once approved, the refund is issued to the original payment method. Your bank or payment provider may require additional time to post the funds.
- Approved refunds are returned to the original payment method.
- Inspection may be required for returned decor, vases, planters, and gift items.
- Shipping is free across the store, and eligible returns or exchanges are supported without added return cost.
- Delivery for new orders is generally expected within 3–5 business days.
Helpful Questions
Answers to common return and exchange questions for floral, plant, decor, and gifting orders.
Before You Send Anything Back
Please contact Petalune before mailing a product back. This helps us confirm eligibility, provide the correct instructions, and avoid delays caused by unapproved packages or missing order information.
Can I return an item if I changed my mind?
Yes, eligible unused items may be reviewed within 30 days of delivery. The item should be clean, complete, and safely packaged. For delicate or perishable floral items, our team will review the product type and condition before confirming the available options.
What should I do if my item arrives damaged?
Please save the packaging and take clear photos of the damaged item, shipping box, label, and any protective material. Contact us as soon as possible so we can review the issue and confirm the best resolution.
Do I need approval before returning a product?
Yes. Please wait for return approval and instructions before sending anything back. This helps our team match the return to your order and prevents processing delays.
Are exchanges free?
Eligible exchanges are supported free of charge within the 30-day window. Availability may depend on the replacement item, product condition, and order details.
How are fresh flowers handled?
Fresh flowers and floral arrangements are delicate and time-sensitive. If there is a delivery or quality concern, please contact us quickly with photos. We may resolve the issue through replacement support or another approved solution rather than requiring a physical return.
When will I receive my refund?
After approval and any required inspection, refunds are issued to the original payment method. Posting time can vary depending on your bank or payment provider.
Need Help With A Return?
If you need support with a return, exchange, damaged item, incorrect product, or order review, Petalune customer care is available 24/7. Include your order number, delivery date, item name, and photos when relevant so our team can review your request with care and clarity.