Return & Refund Policy

Last Updated: June 28, 2026

We stand behind the quality of our artificial flower products. This policy outlines our commitment to fair and transparent returns and refunds for our B2B customers.

1. Overview

At Xibo Floral, we are committed to delivering high-quality artificial flower products to our wholesale and B2B customers. Because our business is Business-to-Business (B2B), our return and refund policy differs significantly from standard consumer policies.

This policy applies to all orders placed through our website, email, or direct communication with our sales team.

2. Two Categories of Orders

We classify all orders into two distinct categories. Please read carefully as the return and refund rules are completely different for each:

📦 Category A: Standard Products (In-Stock / Non-Custom)

• Products that are regularly stocked and do not involve custom modifications.
• These may be eligible for return within 14 days of delivery, subject to approval and conditions.

🔧 Category B: Custom / OEM / ODM Products

• NON-RETURNABLE and NON-REFUNDABLE.
• This includes but is not limited to: custom colors, custom sizes, custom shapes, custom packaging, branded labels, and any products made-to-order based on your specifications.
• Once production has commenced, the order cannot be cancelled or modified.
• This policy is in place because custom products are created specifically for your business and cannot be resold to other customers.

3. Return Conditions for Standard Products

For standard (non-custom) products, returns may be accepted under the following conditions:

• Timeframe: Return request must be submitted within 14 days of delivery.
• Condition: Products must be unused, undamaged, and in original packaging with all tags and accessories intact.
• Approval: All returns require prior written approval from Xibo Floral. Unauthorized returns will be rejected.
• Return Shipping: The customer is responsible for all return shipping costs, including insurance and customs clearance.
• Restocking Fee: A 25% restocking fee applies to all approved returns to cover handling, inspection, and repackaging costs.
• Refund Processing: Refunds will be processed within 14 business days of receiving and inspecting the returned goods. Refunds are issued to the original payment method.

4. Custom / OEM / ODM Orders — No Returns

⚠️ IMPORTANT: Custom, OEM, and ODM orders are NON-RETURNABLE AND NON-REFUNDABLE.

• All custom orders require a sample approval stage before bulk production. This is your opportunity to confirm colors, materials, and specifications.
• Once you approve the sample and we begin bulk production, the order is final and cannot be cancelled or changed.
• We strongly recommend requesting physical samples before placing a custom bulk order.

5. Quality Issues and Defective Products

We take quality control very seriously. If you receive products with quality issues, please follow this process:

📅 Reporting Timeline

• Visible Damage: Must be reported within 48 hours of delivery.
• Hidden Defects: Must be reported within 7 days of delivery.

📷 Evidence Required

• Clear, high-quality photographs showing the defect or damage.
• Photos of the packaging (box, carton, pallet) at the time of opening.
• Order number and a brief description of the issue.

✅ Resolution Options

• Replacement: We will produce and ship replacement products at no additional cost.
• Partial Refund: For defects that do not affect the usability of the product, a partial refund may be offered.
• Full Refund: For severe defects that render the product unusable, a full refund may be issued.

All resolutions are at the discretion of Xibo Floral and will be handled fairly based on the specific situation.

6. Color and Material Disclaimer

• Color Accuracy: While we strive to display product colors accurately on our website, actual colors may vary due to monitor settings, lighting conditions, and material batch variations. Slight color differences are not considered defects.
• Material Texture: Natural variations in material texture and appearance are part of the handmade nature of our products and are not considered defects.
• Sample Confirmation: For custom orders, we provide physical samples for your final approval before bulk production. Color and material discrepancies identified after sample approval are the customer's responsibility.

7. Shipping Damage

• If your order arrives damaged, please note the damage on the delivery receipt before signing for the package. This is critical for shipping insurance claims.
• Report shipping damage to us within 48 hours with photographic evidence.
• We will assist you in filing a claim with the shipping carrier. The outcome of the claim will determine the resolution.
• If you declined shipping insurance, you assume full responsibility for shipping damage.

8. Cancellation Policy

• Standard Orders: May be cancelled within 24 hours of order placement, provided production has not begun.
• Custom Orders: Cannot be cancelled once production has started. A deposit is required before production begins, and this deposit is non-refundable.
• After Shipment: Orders cannot be cancelled once they have been shipped.

9. Exceptions and Special Cases

• Clearance / Sale Items: All sale or clearance items are final sale and not eligible for return or refund.
• Bulk Special Orders: Large-volume special orders may have specific terms negotiated at the time of order. These will be clearly stated in your quotation.
• Force Majeure: We are not responsible for delays or damages caused by events beyond our reasonable control.

10. How to Submit a Return or Claim

To request a return or submit a quality claim, please follow these steps:

1. Email us atxibofloral@outlook.com with your order number and request.
2. Attach clear photographs showing the issue (for claims).
3. Wait for our written approval before sending anything back.
4. Once approved, you will receive return instructions and a return address.

11. Contact Information

If you have any questions about this policy or need assistance with a return or claim, please contact us:

Xibo Floral
Email: xibofloral@outlook.com
Phone: 86-18239135968
WhatsApp:

We are committed to fair and transparent business practices. If you have any questions, please reach out to us.