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Refund and Returns Policy

At our store, we are committed to providing you with reliable and well-made floral supplies, packaging materials, and professional tools to support your creativity and business. We understand that sometimes things don’t go as planned — items may arrive damaged, or you might simply change your mind. That’s why we’ve created this detailed Refund and Returns Policy to ensure your rights are protected and to make the process clear, transparent, and stress-free.

Please read this page carefully before making a return or refund request.

1. General Return Conditions

We accept returns on most of our products within 14 calendar days from the date of delivery. However, to ensure a smooth return process, the following conditions must be met:

  • The product must be in new, unused, and unopened condition.
  • All original packaging must be intact, including any labels, shrink-wrap, or seals.
  • A valid proof of purchase (receipt, order confirmation email, or invoice) must be provided.
  • The item must be free of any signs of wear, damage, or use.

Returns that do not meet these conditions may be refused or subject to a restocking fee.

2. Items That Cannot Be Returned

For hygiene, customization, and quality control reasons, we are unable to accept returns on the following items:

  • Floral foams (Oasis bricks, rings, or shapes) that have been soaked, cut, or used.
  • Any floral tape, film, or wrapping materials that have been opened, unrolled, or partially used.
  • Custom-made products, including personalized wrapping paper, printed films, branded packaging, or custom order sizes.
  • Perishable goods, if applicable (e.g., live plants, fresh floral stems).
  • Sale, clearance, or promotional items are final sale and not eligible for return or exchange.
  • Gift cards or digital codes are non-refundable.

If you are unsure whether your item qualifies for a return, please contact our customer service before sending anything back.

3. Damaged, Defective or Incorrect Items

If you receive a damaged product, or if the item delivered is not what you ordered, please notify us within 3 business days of receiving the order. Here’s what to do:

  1. Take clear, high-quality photos of:
    • The damaged or defective item
    • The outer packaging (if applicable)
    • The shipping label
  2. Email us at: support@ficusss.top
    Include your order number, a brief description of the issue, and the photos.

Once we review your case, we will offer one of the following resolutions:

  • A replacement sent to you at no additional cost
  • A store credit or full refund issued to your original payment method
  • A discount or partial refund, depending on the extent of the issue

We aim to resolve such cases fairly and as quickly as possible.

4. Refund Process

Once your return has been received and inspected at our warehouse, we will notify you via email about the status of your refund request.

If approved:

  • A full or partial refund will be issued to the original payment method (credit card, PayPal, etc.)
  • Refunds typically take 5–10 business days to appear, depending on your bank or payment provider
  • If the return is due to a change of mind or personal preference, shipping fees are non-refundable

If the return is denied due to damage, use, or ineligibility, the item will be returned to you and no refund will be issued.

5. Exchanges

We offer product-for-product exchanges in certain cases. For example, if you accidentally ordered the wrong color of floral tape or wrapping paper, you may exchange it, provided:

  • The original item is unused and in original condition
  • You contact us in advance to confirm availability of the item you’d like in exchange
  • You are responsible for both return shipping and reshipping costs, unless the error was on our end

Exchanges may take longer than refunds depending on stock levels and logistics.

6. Return Shipping

Unless otherwise agreed upon, return shipping costs are the responsibility of the customer. We recommend using a trackable and insured courier to ensure the item arrives safely at our return address.

We are not responsible for return shipments lost or damaged in transit. Please ensure your item is packaged securely.

If your return is due to an error on our part (e.g., incorrect item, damaged on arrival), we will provide a prepaid return label or reimburse the cost of return shipping.

7. How to Initiate a Return

To begin the return process:

  1. Contact us at support@ficusss.top
  2. Include your full name, order number, and the reason for return
  3. Attach any relevant photos
  4. Wait for our confirmation with return instructions

Please do not send any items without receiving return approval.