Refund policy

Returns, Refunds & Theft Protection Policy

Last updated: 4/9/2026

Our Promise to You

We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top-notch service so you will always be happy shopping with us.

90-Day Money-Back Guarantee – If you're not satisfied for any reason within 90 days of delivery, you may request a return or exchange.

Section 1: Returns & Exchanges

1.1 Return Conditions

To be eligible for a return or exchange, items must meet all of the following conditions:

  • No visible signs of wear, damage, or use beyond trying on
  • All original packaging, tags, and accessories are intact
  • Return request is initiated within 30 days of delivery (not purchase date)
  • You have your order number or proof of purchase

Any sign of damage, use, or missing packaging will void our guarantee. We photograph all returned items upon receipt.

1.2 Restocking Fee

All returns are subject to a 15% restocking fee (calculated from the item price, excluding shipping). This fee will be deducted from your refund amount.

No restocking fee applies if:

  • You received the wrong item
  • The item arrived damaged
  • The item was lost in transit (no tracking updates for 15+ days)

1.2.1 Partial Refunds & Upgrades for Discontinued or Soon‑to‑Be‑Discontinued Items

If an item is discontinued or actively being phased out of our inventory at the time of your return request, we may, at our sole discretion, offer one of the following alternatives to a standard return:

  • Partial refund – A refund of less than the full purchase price (which may be less than the standard refund after restocking fee). You keep the original item. No return is required.
  • Product upgrade – A replacement with a newer or comparable item (including but not limited to future versions, updated editions, or alternative products of similar or greater value). You keep the original item. No return is required.

These alternatives apply only when a return is initiated after we have announced or begun discontinuing the item. They do not apply to returns initiated before a discontinuation announcement.

If we offer a partial refund or upgrade, you may either accept that offer or proceed with a standard return under the terms of Section 1 (including the 15% restocking fee and return shipping requirements). We will clearly present both options to you.

1.3 Free Return Shipping

We offer free return shipping for all eligible returns. Once you confirm your return, we will email you a prepaid return label. Simply print, attach, and drop off.

1.4 How to Start a Return

Email us at hello@Petalwoven.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for return

Our team will respond within 1–2 business days with next steps, followed by your prepaid return label and instructions.

1.5 Exchanges

For exchanges, follow the same process. Once we receive your returned item, we will ship the exchange item to you at no additional shipping cost. The restocking fee still applies for exchanges unless the item was damaged or incorrect.

1.6 Refunds

Once we receive and inspect your return, we will email you with approval or rejection. Approved refunds will be credited to your original payment method within 5–7 business days, minus the 15% restocking fee.

Shipping costs and protections are non-refundable (but you don't pay return shipping).

1.7 When Refunds Are NOT Issued

Refunds will be denied if:

  • Item shows signs of use or damage caused by the customer
  • Original packaging is missing or damaged
  • Return is initiated more than 30 days after delivery
  • Item was marked as delivered by carrier and customer claims theft without a police report (see Section 4)
  • Customer changes their mind after the order has shipped
  • Delivery failed due to an incorrect address provided by the customer

1.8 Late or Missing Refunds

If you haven't received your refund after 7 business days from our approval email:

  1. Check with your bank or credit card company (processing can take 2–5 days)
  2. Then email us at hello@Petalwoven.com

1.9 Gift Returns

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return (minus restocking fee) once we receive the item. A digital gift certificate will be emailed to you.

Section 2: Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  1. Email hello@Petalwoven.com within 48 hours of delivery
  2. Include your order number and clear photos of the item and packaging
  3. We will arrange a replacement or full refund at no cost to you, including return shipping

No restocking fee applies. We cannot honor damage claims reported after 48 hours.

Section 3: Lost or Undelivered Packages (Carrier Issues)

3.1 No Tracking Updates for 15+ Days

If your tracking has not updated for 15 or more days:

  1. Email hello@Petalwoven.com with your order number
  2. We will investigate with YunExpress and UniUni
  3. If the package is confirmed lost, we will issue a full refund or send a replacement at no cost to you — no restocking fee

3.2 Tracking Shows "Delivered" But You Didn't Receive It

Proceed to Section 4: Delivery Theft Protection below.

Section 4: Delivery Theft Protection

We want you to shop with confidence. That's why we offer Delivery Theft Protection on every order. This protection is for real theft — not for false claims.

4.1 What to Do First

Before filing a theft claim, please:

  • Check with neighbors, household members, or your building's front desk
  • Look around your property (porch, bushes, back door, garbage bins)
  • Wait 24–48 hours — carriers sometimes mark packages delivered early

4.2 How to File a Theft Claim

If the package is still missing after completing the steps above:

Step 1 – File a police report

File a police report for stolen mail or package theft with your local police department. Most departments allow you to file online or by phone in under 15 minutes.

Step 2 – Email us

Send the following to hello@Petalwoven.com:

  • Your order number
  • Police report number
  • Name of the police department
  • Date the report was filed

Step 3 – We verify and resolve

Once we receive your police report, we will verify it within 24 hours and then immediately:

  • Issue a full refund to your original payment method, OR
  • Send a replacement at no cost to you

No restocking fee applies to theft claims.

4.3 Why We Require a Police Report

Filing a false police report is a crime. This simple requirement protects us from fraudulent claims and keeps our prices fair for everyone. Honest customers have nothing to fear.

4.4 What Theft Protection Covers

  • Package confirmed delivered by YunExpress or UniUni but not received
  • Package stolen from your porch, mailbox, or door after delivery
  • Package delivered to the wrong address by the carrier (we verify with GPS and delivery photo)

4.5 What Theft Protection Does NOT Cover

  • Packages delivered to an incorrect address that you provided at checkout
  • Packages left outside for extended periods (more than 24 hours) without being brought inside
  • Theft claims without a valid police report
  • Claims from the same customer or address with a history of multiple "theft" reports

4.6 A Note on Carrier Delivery Proof

Our last-mile carrier provides GPS coordinates and/or photos for every package. If the coordinates and/or photos shows your package at your correct address, we will still honor your theft protection claim with a valid police report. We may share details with law enforcement.

Section 5: Policy Abuse & Fraud

We track return and theft claim patterns across all customer accounts. Orders with excessive or suspicious activity may be flagged for manual review.

Fraudulent claims (including false police reports) will result in:

  • Permanent account closure
  • Being reported to local law enforcement
  • Potential liability for any chargeback fees or legal costs

Section 6: Questions?

Email us at hello@Petalwoven.com. We take your feedback seriously and are always striving to improve.

At Petalwoven, we value your trust and aim to provide you with the best service possible.

Warm Regards,

The Petalwoven Team