Our policy for returns, exchanges, and refunds. Please read carefully before initiating a return.
Due to the custom, handmade nature of our products, we have specific return and exchange policies. Most items can be returned within 14 days of delivery if they are in original condition. Custom orders and flower preservation pieces are final sale.
Due to their personalized nature, custom orders, flower preservation pieces, workshop creations, and made-to-order items are FINAL SALE and cannot be returned or exchanged. This includes items personalized with names, dates, or special colors, as well as pieces created with customer-provided flowers.
Follow these simple steps to initiate a return or exchange. Please contact us first before sending anything back.
Email us at returns@huesbylats.com within 14 days of delivery. Include your order number, item details, and reason for return. We'll respond within 24-48 hours with instructions and a Return Authorization Number (RAN).
Pack the item in its original packaging with all accessories and documentation. Include a copy of your receipt or order confirmation. Write the RAN on the outside of the box. Take photos of the packaged item for your records.
Ship the package to our returns address (provided in your RAN email). Use a trackable shipping service and insure the package for its full value. Email us the tracking number once shipped. Customer is responsible for return shipping costs.
We'll inspect the returned item upon arrival (2-5 business days). If approved, we'll process your refund or exchange within 10 business days. You'll receive email confirmation once complete.
Here's a clear breakdown of what items are eligible for returns or exchanges.
| Item Type | Return Eligible | Exchange Eligible | Notes |
|---|---|---|---|
| Standard Resin Coasters | Yes | Yes | Within 14 days, original condition |
| Ready-to-Ship Trays | Yes | Yes | Within 14 days, unused |
| Standard Wall Art | Yes | Yes | Within 14 days, undamaged |
| Custom Flower Preservation | No | No | Final sale - personalized |
| Workshop Creations | No | No | Final sale - handmade by customer |
| Made-to-Order Tables | No | No | Final sale - custom sized/designed |
| Damaged Items | Yes* | Yes* | *Report within 48 hours with photos |
| Incorrect Items Received | Yes | Yes | We cover return shipping |
Some returns may incur a 15% restocking fee if:
Contact us within 14 days of delivery to start the return process. Late requests may be accepted at our discretion with a 15% restocking fee.
Ship your return within 7 days of receiving RAN. We recommend shipping within 3 days to ensure it arrives within the return window.
Return shipping typically takes 3-10 business days depending on your location and shipping method chosen.
Once received, we inspect the item within 1-3 business days to ensure it meets return conditions.
Approved refunds are processed within 5-10 business days after inspection. You'll receive an email confirmation.
Refunds appear on your original payment method within 1-10 business days after processing, depending on your bank/credit card company.
Need a faster resolution? For an additional $15 fee, we offer expedited return processing with 48-hour inspection and 3-business-day refund processing. Mention "expedited processing" when you contact us about your return.
While custom items cannot be returned, we stand behind the quality of all our work. If you're unsatisfied with a custom piece for any reason, contact us and we'll work with you to find a satisfactory solution, which may include store credit, partial refund, or modifications when possible.
Have questions about our return policy or need to start a return? Contact our customer service team for assistance.
Email: returns@huesbylats.com | Phone: (555) 123-4567 | Hours: Mon-Fri 9am-5pm EST