Refund policy

Return policy Overview

1.Free returns within 30 days for quality issues;

2.Returns for non-quality reasons within 30 days are at the customer's expense (labels available upon request for the US and Canada).

3.Custom orders are non-returnable.

4.Refunds take 14 business days to process, and items must be in their original condition.

 

Return conditions:

For items shipped from California: Standard return policy applies.

For items shipped from Toronto: Return policy applies.

For items shipped from China: Returns are accepted at a local warehouse (no need to ship back to China); this applies to artificial flower sets, but custom orders are excluded.

How to define Custom Order?

Customized products refer to artificial flower bouquets—featuring various types of flowers—that are designed according to customer specifications, distinct from the standard items available in our website.

 

Return Window:

Your return package must within 30 days of the original delivery date.

Holiday Return Window: For holiday seasons we can guarantee 45 days of return.

 

Return Cost:

Conditions	Description:	Return Lable
Free return Condition	For defective products that have quality issues, significant fabric damage, stem damage.	We provide.
Non free return condition	For products that have Non-Quality issue, such as change of mind, wrong size, doesn’t like the color.	We can provide a label upon request.
3.Non-Compliant Returns:	Returns that do not meed the conditions above may be subject to a restocking fee or refusal of refund.	/

  

Refund processing time:

Once your return is approved, we will handling it within 14 business days. 

No refund Conditions:

Currently we can not accept customed orders return. 

 

Product Conditions

To ensure a smooth refund, please confirm that your return meets all of the following requirements:

Items must be in their original condition. They should not have been worn, washed, or altered.

 

Steps for return:

1. Items must be in their original condition.

2.Provide Proof of Purchase:

Please include a copy of your order confirmation email inside the package.

3.Return Label on the box

4.Multiple Boxes:

If you are returning items in more than one box, please initiate a separate return request for each box to ensure proper tracking.

Exchanges

Currently we can accept exchanges for items available, but customed orders are not acceptable.

Steps for exchange

If we need to restocking the item, please follow the return instructions.

If not, we will re-arrange the new items free.

Return & exchange method: by mail.

 

Still have Questions? 

If you're unsure whether your item is eligible for return, feel free to contact us at support@moschein.com — we're happy to help.