Return and Refund Policy

Returns & Refunds — Atlas Flowerswall

We know event deadlines are real and décor has to be perfect. Our promise: clear steps, fast answers, and zero runaround.

Company: Atlas Flowerswall
Website: www.atlasflowerswall.com
Email: info@atlasflowerswall.com
Phone: (310) 328-5786
Return Address: 22400 S Western Ave, Torrance, California, 90501, United States

Our policy

  • Most pieces are made-to-order for your date—that’s why we keep cancellation windows clear and fast.
  • We follow event-industry best practice: quick full refunds early, partial refunds during production, and guaranteed fixes for quality issues on arrival.
  • Simple Plan: 1) Tell us what happened → 2) Send proof (photos/video) → 3) Choose refund, replacement, or fix.

Order Cancellations (Before Shipment)

Because nearly all Atlas pieces are made to order, we start sourcing and production soon after purchase.

  • Within 48 hours of purchase: 100% refund to your original payment method.
  • Day 2–10 after purchase: 80% refund (a 20% processing/restocking fee covers materials and labor already committed).
  • After dispatch (on the way): Orders cannot be cancelled, modified, or refunded until received (see “After You Receive Your Order”).

Tip: If your event date is tight, email info@atlasflowerswall.com immediately—if production hasn’t started, we’ll move fast for you.

After You Receive Your Order (Quality Guarantee)

If something’s wrong, we’ll make it right.
Eligible within 7 days of delivery for quality issues, missing items, or package loss:

  • Options: Full refund, partial refund, or free replacement—your choice based on the issue.
  • Proof needed: Clear photos and an unboxing video help us speed approval and shipping-carrier claims.
  • Shipping costs:
    • If the issue is on us (quality defect, wrong item, damaged in transit): we cover return/replacement shipping.
    • If the issue is customer-caused (incorrect order, changed mind, event rescheduled): due to the custom nature of our products, returns/exchanges aren’t accepted unless otherwise required by law.

Non-Returnable Items (Made-to-Order Reality)

  • Custom or personalized builds (colors, sizes, layouts made specifically for you) after 48 hours from order.
  • Used/installed items, items not in original condition/packaging, or items damaged by improper handling or storage.
  • Final-sale or clearance items noted on the product page.

Address Changes

  • Free changes within 72 hours of order—email info@atlasflowerswall.com.
  • After 72 hours, carrier re-routing fees may apply.
  • Once shipped, addresses usually cannot be changed.

How to Request a Refund/Replacement

  1. Contact us at info@atlasflowerswall.com with your order number and a brief description.
  2. Add proof (photos and a short unboxing video if damaged/defective).
  3. Choose your resolution (refund, replacement, or fix). We confirm next steps within 1–2 business days.

Refund Timing

  • Cancellations (within window): issued in 1–5 business days after approval.
  • Returns/Replacements (after delivery): refund issued 3–5 business days after inspection/approval.
  • Refunds go to the original payment method. Bank processing times may add a few days.

Shipping Notes

  • We ship via leading carriers (e.g., DHL/UPS/FedEx/USPS) based on destination and speed.
  • Some remote regions may require surcharges or may be excluded; we’ll notify you before shipping if that affects your order.
  • Please ensure someone can receive/sign if signature service is requested (re-delivery fees may apply).

Need help fast?

Email info@atlasflowerswall.com or call (310) 328-5786 with your order number. We’ll guide you through the quickest path to a refund or replacement.

Last updated: 2025