Refund & Return Policy

    At CHINO LUPITAS FLORIST AND GIFTS LLC, customer satisfaction is our top priority. Please read this policy carefully before submitting a return request for preserved flowers and floral products purchased from our website.

    1. Return Window

    We accept return requests for eligible items within 30 calendar days from the date your order is marked as “delivered” by the shipping carrier.

    Return requests submitted after this period will not be accepted.

    2. Eligibility Requirements

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

    • Items must be unused and in original condition
    • Packaging must be undamaged and in its original form
    • Items must not be part of a final sale or marked as non-returnable

    Due to the delicate and hygienic nature of preserved flowers, any item that has been opened, used, or altered may not be eligible for return.

    3. Non-Returnable Items

    The following items are not eligible for return:

    • Opened or used preserved flower arrangements
    • Customized or personalized floral products
    • Items marked as final sale or non-returnable
    • Gift cards

    4. Exchanges

    We do not offer direct exchanges for changes in product style, color, or design.

    If you would like a different product, please place a new order and submit a return request for the original item (if eligible) in accordance with this policy.

    5. Damaged, Defective, or Incorrect Items

    If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide clear photos showing:

    • The outer shipping packaging
    • The product packaging
    • The issue or damage (e.g., crushed box, damaged flowers, incorrect item)

    Subject to availability, we will either:

    • Send a replacement at no additional cost; or
    • Issue a full refund

    We reserve the right to determine eligibility based on the information provided.

    6. Return Shipping Costs

    Our Error:
    If the return is due to our mistake (wrong item or confirmed defect), we will cover the return shipping cost and provide a prepaid return label when applicable.

    Change of Mind:
    If the return is due to personal preference (e.g., change of mind), you are responsible for all return shipping costs.

    Original shipping fees are non-refundable unless the return is the result of our error.

    7. Return Process

    Please do not return items without prior authorization.

    To initiate a return:

    1. Email our support team at [email protected]
    2. Include your order number and reason for the return
    3. For damaged or incorrect items, attach clear photos

    We will review your request within 1–2 business days and, if approved, provide detailed return instructions.

    Unauthorized returns may not be accepted or refunded.

    8. Refund Processing

    Once your returned item is received and inspected, we will notify you via email regarding the status of your refund.

    If approved, refunds will be issued to the original payment method within 5–10 business days.

    Please note that your bank or credit card provider may require additional time to process and post the refund.

    9. Missing or Delayed Refunds

    If you have not received your refund within 10 business days after receiving our confirmation:

    • Contact your bank or credit card provider to check for pending transactions
    • If the refund is still not visible, contact us at [email protected] with your order details

    We will assist you promptly.

    10. Contact Us

    If you have any questions regarding returns or refunds, please contact us:

    Email: [email protected]