refund & return policy

Non-Eligible Returns (The "No Returns" Section)

We do not offer returns, exchanges, or refunds for the following situations, often referred to as "Buyer's Remorse":

  • Wrong Size Ordered: We provide detailed sizing charts on every product page. Please check these charts carefully before finalizing your order.
  • Wrong Color Ordered: We are not responsible for color selection errors made by the customer.
  • Change of Mind: We cannot accept returns if you simply change your mind or no longer want the item.
  • Incorrect Care/Washing: Damage caused to the product after washing or improper care is not covered.
Eligible Returns & Refunds (Damaged or Defective Items)

We are committed to quality and will replace any item that is found to be defective or damaged. Claims deemed an error on our part are covered at our expense.

Eligible Issues for a Free Replacement or Refund:

  • Damaged Product: The item arrived broken, torn, or otherwise damaged.
  • Manufacturing Error/Misprint: A clear error in the print, wrong design, or poor-quality printing.
  • Wrong Item Received: You received a different product, size, or color than what was stated on your order.

How to Report an Issue (Required Steps)

To resolve a problem quickly, please follow these steps:

  1. Contact Us Immediately: You must contact us within 7 days of the delivery date.
  2. Email Us: Send an email to support@petalnfern.store with the subject line: "Issue with Order #[Your Order Number]".
  3. Provide Photo Evidence: Attach clear, high-quality photos of the product, including:A close-up of the damaged area, misprint, or defect.A photo of the item as a whole.A photo of the shipping label and packaging (if damage is transit-related).
  4. Wait for Resolution: Our team will review your request and photo evidence. We will typically respond within 1-2 business days with a resolution (free replacement or full refund).

Note on Returns: For defective or damaged items, you do not need to return the original product. Once photo proof is accepted, we will immediately process a replacement order or refund.
Cancellations & Modifications

Cancellation Window: Because production begins very quickly after an order is placed, we can only accommodate cancellation or modification requests (size/color change) if they are submitted within 2 hours of the order being placed.

After the 2-hour window, the order is sent to our Print Provider and cannot be modified or canceled.
Lost in Transit / Wrong Address

A. Lost in Transit

  • If your order tracking information has not updated for 10 days (Domestic) or 20 days (International) after the last update, please contact us. We will submit a claim and, if confirmed lost, send a free replacement.

B. Incorrect/Insufficient Address

  • If you or your customer provide an address that is considered insufficient by the courier, the shipment will be returned to the Print Provider's facility.
  • You will be liable for the reshipment costs once we have confirmed an updated and correct address with you.
Refund Processing

Timeframe: If a refund is approved, it will be processed and applied to your original method of payment [Insert Your Timeframe, e.g., within 5-10 business days].

Processing Time: Please note that your bank or credit card company may require additional time to post the refund to your account.