Urban Flower Letter (Blue)

Cancellation and Refund Policy for Gift Proxy Service

1. Order Cancellation

• Before Gift Purchase: Full refund available if cancelled before we purchase the gift.
• After Purchase, Before Shipping: Partial refund (excluding service fees) if cancelled after purchase but before shipping to the recipient.
• After Shipping: Cancellations are not possible once the gift has been shipped to the recipient.

2. Refund Eligibility

• Gift Unavailability: Full refund if the requested gift is out of stock or no longer available.
• Incorrect or Damaged Gifts: Replacement or refund available if the gift received is incorrect or damaged.
• Delivery Failure: Full refund (including shipping costs) if the gift cannot be delivered due to our error.

3. Non-Refundable Items and Fees

• Service Fees: Our gift proxy service fee is non-refundable once the order process has begun.
• Shipping Costs: Shipping costs are non-refundable unless the error was on our part.
• Personalized Gifts: Refunds for personalized or custom-made gifts are only available if the item is defective or incorrect.

4. Refund Process

1. Contact our customer service within 48 hours of placing your order for cancellations.
2. For issues with delivered gifts, contact us within 7 days of the gift being received.
3. Provide your order number and reason for the refund or cancellation request.
4. For damaged items, photo evidence may be required.
5. Approved refunds will be processed within 5-10 business days.

5. Special Considerations

• Perishable Items: Refunds or returns are not available for perishable items (e.g., flowers, food) unless they arrive in an unacceptable condition.
• Event-Specific Gifts: Refunds may not be possible for event-specific gifts (e.g., concert merchandise, seasonal items) once purchased.
• Recipient Privacy: To maintain the surprise element and privacy, all communication regarding cancellations, refunds, or issues will be conducted with the customer, not the gift recipient.

6. Successful Deliveries

Once a gift has been successfully delivered to the intended recipient, refunds are generally not available unless there are exceptional circumstances (e.g., significantly damaged or incorrect item).

We strive to ensure your gift-giving experience is smooth and satisfactory. If you have any questions about our cancellation and refund policy, please contact our customer service team.