REFUND POLICY
Refund Policy
At Ornestoa, we want every bouquet you select to feel like a beautiful addition to your home, celebration, or gift.
We understand that purchasing artificial floral arrangements online can involve personal preferences relating to color, size, fullness, flower style, and overall appearance.
If an eligible item does not meet your expectations, this policy explains our return and refund process.
1. 30-Day Return Period
You may request an eligible return within 30 days after receiving your order.
To qualify for a standard return, merchandise must generally remain:
- Unused
- Undamaged
- Unaltered
- Uncut
- In its original condition
- In its original packaging
- Complete with all included components and accessories
The reference store currently provides a 30-day return period for eligible merchandise.
2. Product Condition
Artificial flower arrangements may require gentle reshaping after transportation.
Normal compression caused by shipping is not necessarily a product defect if the flowers and stems can be gently restored to their intended appearance.
Products that have been permanently cut, painted, glued, extensively reshaped, dismantled, or otherwise modified by the customer may not qualify for a standard change-of-mind return.
3. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as possible after delivery.
If your bouquet arrives damaged, defective, incomplete, or incorrect, please contact:
within 48 hours after delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Clear photographs of the shipping packaging where relevant
After reviewing the request, we may provide a replacement, refund, or other appropriate resolution.
The reference store likewise asks customers to report damaged or incorrect merchandise within 48 hours.
4. How to Request a Return
Step 1 — Contact Us
Email service@ornestoa.com with your order number and reason for requesting a return.
Step 2 — Receive Return Instructions
Our customer care team will review the request and provide return authorization and applicable instructions if the merchandise qualifies.
Step 3 — Return the Merchandise
Pack the bouquet carefully to help protect flowers, petals, stems, leaves, and decorative components during return transportation.
Please do not send products back without first receiving return instructions.
For returns unrelated to a defect, shipping damage, or fulfillment error, return shipping expenses may be the responsibility of the customer unless applicable law requires otherwise.
5. Refund Processing
After an authorized return is received and inspected, approved refunds are generally processed within 3–5 business days.
Refunds will normally be issued to the original payment method.
Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.
6. Non-Returnable Items
Subject to applicable consumer law, the following may not qualify for a standard return:
- Used or significantly altered floral arrangements
- Cut or permanently shortened stems
- Products damaged after delivery through improper handling
- Customized or personalized arrangements
- Items missing original components
- Products returned in materially different condition
- Gift cards, if offered
- Products clearly identified as final sale before purchase
These restrictions do not override applicable legal rights relating to defective, damaged, or incorrectly supplied merchandise.
7. Exchanges
If you would prefer another bouquet, color, style, or arrangement, please contact:
Exchange availability depends on current inventory and destination.
In some situations, we may recommend returning the eligible original product and placing a new order.
8. Order Changes & Cancellations
If you wish to cancel or modify an order, please contact us as quickly as possible.
We cannot guarantee cancellation or modification after an order has entered processing or has been dispatched.
9. Return Address
Do not send merchandise directly to our registered company address unless our customer service team specifically instructs you to do so.
Authorized returns may need to be sent to a designated return facility.
The appropriate return address will be provided after the return request has been reviewed and approved.
Return Support
Email: service@ornestoa.com
Ornestoa — Beautiful flowers, supported by thoughtful service.