Refund &
Return Policy
We want every Petal Vault order to arrive in beautiful condition. This policy explains how we handle damaged, incorrect, defective, and eligible items.
Every order deserves the right care.
Because flowers and other products may be perishable, return and refund options depend on the type and condition of the item you received.
Our Refund Approach
At Petal Vault, we carefully prepare every order before it leaves our facility. If there is a problem with your order, please contact us so we can review the situation and determine the appropriate resolution.
Depending on the circumstances, a resolution may include a replacement, store credit, partial refund, or full refund.
Important: Because flowers and certain gift products may be perishable, we generally cannot accept ordinary returns of flowers after delivery.
Damaged or Defective Items
Please inspect your order as soon as possible after delivery.
If your flowers, gift, or other product arrives damaged, defective, or in a condition that is not reasonably consistent with the product description, contact us promptly.
To help us evaluate the issue, we may ask you to provide photographs of:
- The item you received.
- The packaging and shipping box.
- Any visible damage.
- Your order information.
Wrong or Missing Items
If you receive an item that you did not order, or an item is missing from your shipment, please contact us as soon as possible.
We will review the order and, where appropriate, arrange a replacement, refund, or other suitable resolution.
Perishable Products
Flowers and other perishable products generally cannot be returned because of their nature and limited shelf life.
This does not prevent you from contacting us when an order arrives damaged, defective, incorrect, or otherwise has a qualifying issue.
Please don't ship flowers back without contacting us first. We will provide instructions if a return is appropriate for a particular product.
Non-Returnable Items
Unless otherwise required by applicable law, the following types of products may not be eligible for return:
- Fresh flowers and other perishable products.
- Custom-made or personalized products.
- Products prepared specifically for an individual order.
- Gift cards.
- Final-sale or clearance items where identified as non-returnable at the time of purchase.
If you are unsure whether a product is eligible for return, please contact us before sending anything back.
Return Requests
If a return is approved for an eligible non-perishable product, you must contact us before sending the item back.
Items returned without prior authorization or without following the provided instructions may not be accepted.
Returned products should generally be in the condition in which they were received, including original packaging where applicable.
Refund Process
Contact Us
Provide your order number and explain the issue with your purchase.
Review
We review the information and any photographs or documentation provided.
Resolution
If approved, we will arrange the applicable refund, replacement, or other resolution.
Approved Refunds
If a refund is approved, the refund will generally be issued to the original payment method used for the purchase.
Once a refund has been issued, the time required for the funds to appear in your account may depend on your bank, credit card company, or payment provider.
Petal Vault cannot control the processing time of your financial institution.
Shipping Costs
Original shipping charges are generally non-refundable unless the refund is being provided because of an error or issue for which Petal Vault is responsible, or where otherwise required by applicable law.
If an approved return requires an item to be shipped back, return shipping arrangements will be communicated to you as part of the return process.
Exchanges & Replacements
Depending on the product and circumstances, Petal Vault may offer a replacement instead of a refund.
For flowers and other perishable products, replacement or another resolution may be more appropriate than returning the original item.
Any replacement will be subject to product availability.
Order Cancellations
Cancellation requests should be submitted as soon as possible after placing an order.
Because some flowers and gifts may be prepared or customized specifically for an order, cancellation may not be possible once processing or preparation has begun.
Please review our Cancellation Policy for additional information.
Customer Remorse
Due to the perishable nature of flowers, changes of mind or customer preference generally do not qualify for a refund once a flower order has been prepared or delivered.
For eligible non-perishable products, returns may be considered according to the applicable product and return conditions.
Delivery Problems
If an order is marked as delivered but you cannot locate it, please contact us promptly.
We may work with the shipping carrier to investigate the delivery and determine whether a replacement, refund, or other resolution is appropriate.
Customers are responsible for providing accurate and complete delivery information at checkout.
Contact Us
If you have a question about a refund, return, damaged product, incorrect order, or other issue with your purchase, please contact Petal Vault through the contact options available on our website.
Please include your order number and as much information as possible so that we can review your request efficiently.
Something not right? Let's make it right.
If your order arrives damaged, incorrect, defective, or otherwise has a problem, contact Petal Vault and we'll review the issue with you.
Thoughtful products. Thoughtful service.
We want every order to be an experience worth remembering.