Refund policy

Returns and Refund Policy

We operate as a customisation business with stock that is made to order and fully customisable based on the purchaser’s request.

As a small business dealing in customisation and personalisation, we do not accept refunds unless damaged or faulty.

We are able to provide a refund only if the goods sent are found to be damaged and arrive broken and is on a case-by-case basis, However, we ask that you please inspect your order upon receipt and contact us within 48 hours of receipt at wildflowerandlotusdesigns@hotmail.com.

If the item is damaged, we ask that you send us images of the parcel condition, images of the product and a brief description of the issue you have with the item. We will then try and sort it out for you either with a suitable replacement in the first instance or refund if this is not possible.

If a refund is sought against a damaged/faulty item, the customer should send the items back to us. We can only initiate the refund only on receipt of the relevant items in their original condition. Your postage label will show our return address and can be used to send the goods back. Please only send items back once you have informed us of the issue. A pre-paid return postage label may only be provided by us for exceptional circumstances and on a case-by-case basis. Otherwise, this must be covered by the buyer.

Any pre-order items are ordered with the supplier after considering the orders from the customers. We are unable to cancel and subsequently action any refunds on any pre-order items unless we decide to no longer procure them for any reason.

When purchasing Pre-orders items, note that the release dates are always tentative and can be impacted by number of circumstances like weather, political situation in the transit countries, pandemic etc. No refund can be made possible for items pre-ordered and if their delivery is delayed due to reasons beyond our control.

As a small personalisation business, we do not accept cancellations on orders after 24 hours. We can only consider cancellations for exceptional circumstances and the decision again is decided on a case-by-case basis.

If a refund is agreed, the amount will be refunded back on the original payment method used during the purchase, within 7 to 10 working days. This can depend on how different banks operate.

Note that the payment gateway takes away part of every transaction and we are entitled to implement a cancellation charge when cancelling and refunding any order to cover such fees.

When purchasing with Wildflower and Lotus you agree to these terms and conditions.