Refund policy
At Petals en Pointe, every piece is handcrafted with care and attention to detail. We want you to love your purchase, but if there is an issue, we're here to help.
Returns
We accept returns on eligible items within 7 days of delivery.
To be eligible for a return, your item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Custom & Bespoke Orders
Due to the personalised nature of custom-made items, bespoke tiaras, custom headpieces and personalised products are non-refundable and cannot be returned or exchanged, unless they arrive damaged or faulty.
Damaged or Faulty Items
If your order arrives damaged or defective, please contact us within 5 days of delivery with:
- Your order number.
- Photos of the item and packaging.
- A description of the issue.
We will assess the claim and arrange a replacement, repair, or refund where appropriate.
Refunds
Once your return has been received and inspected, you will be notified of the outcome.
Approved refunds will be processed back to your original payment method within 5-10 business days.
Change of Mind
Change of mind returns may be accepted for non-custom items at our discretion. Returned items must be unused, in perfect condition, and received within 14 days of delivery.
Contact Us
For return enquiries, please contact:
Email: admin@petalsenpointe.com.au