Refund policy

Returns, Exchanges, Cancellations and Shipping:

At Dr. Flowers’ Shop, customer satisfaction is very paramount. As such we strive to ascertain and maintain the best possible level of care and service to our customers. We have a 30-day return policy, which means from the date of receiving your ordered item you have up to a 30-day window within which to report a defect-related issue.

To be eligible for a return or replacement, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To report and start a return process, you can contact us via email at the following email address: contact@shop.drflowers.org.

Damages and issues
Please understand that Dr. Flowers Shop features print-on-demand customised products derived from Dr. Flowers’ products, services and creativity. This means that all Dr. Flowers products are unique and produced only once ordered. This further follows that returns and exchanges or replacements are not supported if the customer ordered the wrong size, color or simply changed their mind.

However, in case of a damanged product or a manufacturing-related defect issue, Dr. Flowers Shop will initiate the process for a free replacement or a refund if the customer contacts the Dr. Flowers Shop within 30 days of product delivery. As such, the customer is required to inspect their order thoroughly upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns for items on promotional and discounted sale or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, unworned, unused, fully intact, and once the return request is assessed and is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds or Replacements
We will notify you once we’ve received and inspected your return, and let you know if the refund or replacement was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days or where applicable your item will be replaced within the earliest feasible time. Please remember it can take some time for your bank or credit card company to process and post the refund too.  

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@shop.drflowers.org.

Above all, please understand that refunds or replacements are generally subject to the case where the customer has received an incorrect or faulty/defective product.

Delivery Failures

In case of an unsuccessful delivery, the customer can opt for either a replacement with an extra charge or a partial refund.

Please understand that a free replacement is not offered in the following circumstances:

• Lost orders with an incorrect delivery address provided by the customer
• Products that were received as requested by the customer but the customer wishes to have another size or color instead
• Garments with a minor size deviation from the size guide measurements (below 1 inch).

In case the package has been lost, the first thing to do is for the customer to check whether the submitted address at the point of checkout is 100% accurate. It is worth noting that a single missing letter or number can cause a delivery failure. If the address is correct, then the customer should contact the local post office. Experience tells that there are certain situations whereby upon arriving at the destination city, the package is stored at trhe local post and the recipient has to collect the package from there. If these steps are exhausted, the customer should contact us via contact@shop.drflowers.org and we will carry out further investigation and offer a replacement if we determine that there was no error on the part of the customer.

Bad Odor

Please note that a faint odor is a natural occurrence in the direct-to-garment (DTG) printing industry. Typically, the odor, if such occurs, will disappear after the first wash.

Additional Non-Refundable Items

Claims for refunds or replacements cannot be made on the following items:

• Gift cards
• Downloadable software products
• Health and personal care items, if applicable

 

Speeding up the Resolution Process

To speed up the resolution of the issue, the customer should ensure that they provide the necessary photo or video evidence to support their claim when contacting Dr. Flowers Shop.

Issue	Required Evidence
An issue with the quality of the print	A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.
An issue with the print placement (distance from collar, off-center, etc.)	A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG products, there is a tolerance of 0.5" for print placement.
Print in the wrong area	A clear photo of the product you received, folded in a way that clearly displays both sides.
Wrong product	A photo of the product that was received, with the size tag clearly visible as well.
An issue with the product (incorrect size, brand, quality)	A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame.
A product sizing issue (manufacturer’s defect)	A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for adult garments and  +/- 0.5” for baby clothing.
An issue with an electronic device (manufacturer’s defect)	A video or photo where the issue is clearly visible or shown, and demonstrate the troubleshooting steps being performed.
Delivery-related product damage	A photo or video of the received product, where the package, the printed design, and the issue are clearly visible.
Reprinted item has the same issue as the original item	A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible.