Return & Refund Policy
Mvdxq accepts returns for defective and non-defective products and accepts exchanges when an eligible replacement is available. The procedure below protects the order record, provides the approved mailing method, and explains how naturally variable dried botanicals are assessed.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Contact within that period so the request date, order, item, and requested outcome can be recorded together.
Inspect the delivered stem count or set format, approximate length, named palette, botanical mix, protective wrap, and visible parcel condition soon after arrival. Slight differences in curve, plume shape, preserved-leaf edge, tone, and fullness are expected characteristics of natural dried material; an incorrect product, missing quantity, material damage, or a listing mismatch should still be reported clearly.
RETURN CONDITION & ELIGIBILITY
Product condition: new only. To be eligible for a return, 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.
For a non-defective return, dried stems must remain unused, untrimmed, unpainted, unglued, and free from water, fragrance, dust treatments, or permanent arranging changes. Include the supplied bundle tie, wrap, and all botanical pieces received. These conditions do not remove remedies for an item that arrived damaged, defective, incomplete, or incorrect.
Minor shedding during careful unpacking can occur with dried botanicals and is reviewed in context. Eligibility is assessed against the listing, parcel condition, supplied quantity, and evidence available for the individual order rather than an expectation that every natural stem will be identical.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@mvdxq.shop. Give the order number, checkout email, item title or SKU, requested return or exchange outcome, and a short explanation. For visible damage or an incorrect item, optional photographs of the carton, shipping label, protective wrap, overall bundle, and affected area can make the review more accurate.
After review and approval, we will email you a pre-paid return shipping label together with packing and mailing instructions. Return label method: Customer download/print. No return label is included in the original delivery package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns go to 1 Aeropost Way, KIN 20835, Miami, FL 33206, United States. Follow the label instructions and do not substitute another address or carrier service.
Place stems back into their protective sleeve without forcing plumes, heads, or leaves against the carton. Stabilize the length of the bundle with suitable paper or fibre cushioning, keep the material dry, close the carton securely, and attach the supplied label to a flat exterior surface. Retain the first carrier acceptance record until the case is complete.
RETURN SHIPPING FEES
For every accepted defective return and accepted eligible non-defective return, the return shipping cost is covered by us. The approved pre-paid label costs the customer $0.00. Independently purchased postage or a parcel mailed before instructions is not automatically reimbursed.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
EXCHANGES & CANCELLATIONS
Exchanges are accepted when the original item qualifies and the requested replacement remains available. Identify the desired product by title, palette, stem count, length, or SKU. If it is unavailable after inspection, an approved refund can be returned to the original payment method.
A cancellation request should be sent before processing or carrier handoff. We will check the current stage, but dispatch cannot always be stopped once fulfillment begins. When cancellation is no longer possible, the delivered order may use the return process above.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days.
The inspection confirms the returned order identity, botanical set or stem quantity, supplied components, and applicable condition. Financial institutions may require additional posting time after Mvdxq submits the refund. If more than 15 Business Days pass after an approval notice, email support@mvdxq.shop with the order number.
Return support is available at support@mvdxq.shop and +1 (804) 805-6367, Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).