Return/Exchange Policy
Our Return and Exchange Policy ensures a smooth shopping experience while protecting your rights as a customer.
1. We do not offer direct product exchanges. Should you wish to exchange an item, please follow our return process and place a separate order for the desired product.
2. If you receive damaged, incomplete, or incorrect items (excluding those damaged during transit or through self-inflicted causes), please inform our customer service within 7 days of receiving your order and provide supporting evidence.
3. For returns, the product must be unopened, unused, and in its original condition, with tags attached.
Note: Customized products such as Artificial Grass Carpet, Ball ribbons, Custom Cut bamboo and plants are non-returnable and non-refundable as they are modified to your specific required sizes.
4. Shipping fees for returns and exchanges:
- Shipping fees will not be refunded if the return is not due to an error on our part. A round-trip delivery fee will be charged for exchanges, with the cost determined by the item’s size and weight. Kindly contact our customer service for more details.
- If the error is made by Alton Flowers N Gifts, we will cover the shipping costs for exchanges.
5. We do not accept returns for customer errors in placing orders. We strive to deliver exactly what you ordered.
6. Exchanges must be for products of equal value, with no refunds for price differences. You may opt to pay the difference if the new item costs more.
7. Please note that variations in product appearance due to lighting and screen settings, as well as minor dimension differences due to manual measurements, are not valid reasons for returns.
Our updated policy aims to establish clear procedures for returns and exchanges, minimizing legal risks while ensuring a seamless shopping experience for our valued customers.
