Refund policy

Last updated: July 23, 2026

We want every Crystal City Designs order to arrive in beautiful condition. Because live orchids are living, perishable products, they are handled differently from artificial orchid arrangements. Please review the terms below before purchasing.

Contact us before any return

Before sending anything back, contact us using the contact details in your order confirmation or on our website. Include your order number, the item involved, and the reason for your request. Returns sent without prior authorization may not be accepted. If a return is approved, we will provide the correct return address and instructions.

Live orchid arrangements

Live orchids and other living plant arrangements are perishable goods and are final sale. We do not accept returns or exchanges for a change of mind, natural plant variation, or care and environmental issues that arise after delivery.

Each live orchid is naturally unique. Reasonable differences in bloom color, flower or bud count, stem shape, leaf shape, size, and minor cosmetic imperfections are not considered defects.

If your live orchid arrives dead, materially damaged, or materially different from what you ordered, contact us within 48 hours of the carrier’s recorded delivery time. Include clear photographs of the full arrangement, the specific issue, the shipping box, and the shipping label. Please keep the plant and all packaging until we complete our review. For an approved claim, we will offer a replacement or refund, depending on availability and the circumstances.

Live orchid claims are not eligible when the issue results from an incorrect or incomplete delivery address, a refused or missed delivery, improper care, or exposure to unsuitable heat, cold, direct sun, or drafts after delivery.

Artificial orchid arrangements

Ready-to-ship artificial orchid arrangements may be returned when a return is requested within 14 days of delivery. The item must be unused, undamaged, unaltered, and in its original condition and packaging. Proof of purchase is required.

Customized, personalized, or made-to-order artificial arrangements are final sale unless they arrive damaged, defective, or incorrect.

Damaged, defective, or incorrect artificial arrangements

Inspect your order promptly after delivery. Contact us within 7 days of delivery if an artificial arrangement arrives damaged, defective, or different from what you ordered. Include your order number and clear photographs of the item and packaging. For an approved claim, we will arrange a replacement or refund and cover reasonable return shipping when a return is required.

Return shipping

For an ordinary approved return of an artificial arrangement, the customer is responsible for return shipping and the risk of loss in transit. We recommend using a trackable shipping service and packing the item carefully. Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or applicable law requires otherwise.

Do not ship a live orchid back unless we specifically instruct you to do so.

Refunds

We will inspect returned artificial arrangements and notify you whether the refund is approved. Approved refunds are issued to the original payment method within 5 business days after approval. Your bank or card issuer may require additional time—often 5 to 10 business days—to post the credit.

Unless stated otherwise above, refunds cover the approved item price and applicable tax. Original and return shipping charges are excluded.

Cancellations and order changes

Contact us as soon as possible if you need to cancel or change an order. We can approve a cancellation or change only before design work, preparation, packing, or fulfillment has begun. Once a live or custom arrangement has been prepared, or an order has shipped, it cannot be canceled. An approved cancellation will be refunded to the original payment method.

Your legal rights

Nothing in this policy limits any non-waivable rights you may have under applicable consumer protection law.