Refund policy
Thank you for shopping at Lush Design
We want you to feel confident ordering from us, and we take pride in the quality of every handmade arrangement. Please read this Return & Refund Policy carefully before completing your purchase.
1. Return Eligibility
We accept returns for eligible, non-customized products within 7 days from the date of delivery.
Returns are NOT accepted for the following items:
- Gift cards
- Emergency/Rush Services, Tips, Shipping Upgrades, Upcharges, or Upgrades
- Customized or personalized orders
- Any item marked as “Final Sale”
- Any order returned or requested after your wedding/event date
- Used, damaged, altered items, or items missing components
- Any return shipped without prior approval
- Returned-to-sender packages (due to incorrect address, refusal, or failure to pick up) including returned international packages due to unpaid customs fees
To qualify for a return, items must meet all condition requirements listed below.
2. How to Request a Return
Please follow these steps:
- Submit a return request through your account on our online store. Include your order number and a brief explanation of the reason for return.
- After your request is approved, securely package the item with all original packaging, tags, accessories, and materials.
- Remove all previous shipping labels and barcodes from the box.
- Ship your return to:
Lush Design LLC
323 Bantry Cross
Virginia Beach, VA 23452
USA
Return shipping costs are the customer’s responsibility.
Unapproved returns will be rejected.
If a package is returned to us and the customer requests reshipment, all additional shipping costs must be paid before the order is resent.
3. Item Condition Requirements
All returned items must meet all of the following:
- Unused, undamaged, and in original condition
- Free from marks, wear, scents, or alterations
- All packaging, inserts, tags, and materials included
- No missing or swapped components
Items failing these standards may be denied or refunded partially.
4. Final Sale Items
The following items are final sale and cannot be returned or refunded:
- Gift cards
- Emergency/Rush fees, upgrades, tips, and any additional service charges
- Customized or personalized orders
- Items marked as “Final Sale” on the product page
5. Restocking Fee and Refund Deductions
A 10% restocking fee will be deducted from the refund total.
All shipping charges (original shipping and return shipping) are non-refundable and will be deducted from your refund amount.
6. Refund Processing Time
After we receive and inspect your return, please allow up to 30 business days for processing.
Refunds will be issued to the original payment method whenever possible. If an alternate method is necessary, we will contact you to coordinate.
7. Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours at lushdesignllc@gmail.com.
Claims without photographic evidence cannot be approved.
Please include:
- Photos of the damaged shipping box with the label visible
- Photos of the damaged product
- Your order number
We will review your case and assist you promptly.
8. Exchanges
We do not offer direct exchanges. Customers may return an eligible item within the return window and place a new order for the desired product.
9. Color Variation Disclaimer
Colors may vary slightly due to monitor settings and natural lighting. These variations are normal and do not qualify as defects.
10. Shipping Delay Disclaimer
We are not responsible for carrier delays, weather conditions, customs issues, or incorrect addresses. These delays do not qualify for refunds or return exceptions.
11. Order Cancellation Window
Orders may be canceled within 12 hours of purchase. After this period, cancellation is not guaranteed. If a cancellation is approved, a 10% restocking fee will be automatically deducted from the refund total.
12. Policy Changes
We reserve the right to update this policy at any time. Updates will appear on this page.
By purchasing from Lush Design, you agree to the terms stated in this Return & Refund Policy.