Return & Refund Policy
Last Updated: September 12, 2026
Thank you for shopping with Floraneixa.
Floraneixa is owned and operated by Wuhan Pinhexin Network Service Co., Ltd.
Wuhan Pinhexin Network Service Co., Ltd. is the legal entity responsible for operating floraneixa.com and managing customer transactions, including product sales, order processing, customer support, returns, refunds, and related after-sales services.
We aim to provide a clear, fair, and transparent return and refund process. This policy explains the conditions for eligible returns, how to request a return, return shipping responsibilities, cancellation procedures, and how approved refunds are processed.
Return Period
Eligible products may be returned within:
14 calendar days after delivery.
Return requests submitted after this period may not qualify for a standard return unless additional rights apply under applicable laws.
To ensure a smooth return process, we recommend contacting our customer support team as soon as possible after receiving your order.
Return Conditions
To qualify for a standard return, products should generally meet the following requirements:
- The item must be unused and in its original condition;
- The product should include original packaging, accessories, or included components where applicable;
- The customer must provide valid order information or proof of purchase.
Products that are damaged, defective, incomplete, incorrect, or significantly different from the product description will be reviewed separately according to the circumstances of each case.
How to Request a Return
Before returning any product, please contact our customer support team:
Customer Support Email:
service@floraneixa.com
Please include the following information:
- Your order number;
- The product you would like to return;
- The reason for your return request;
- Photos or videos showing the issue, if applicable.
For damaged, defective, missing, or incorrect items, providing clear photos or videos can help our team review your request more efficiently.
After reviewing your request, our customer support team will provide the applicable return instructions.
Please do not send any products back before receiving return approval and return instructions from our team.
Return Destination
The approved return location may be different from our registered business address.
Once your return request has been approved, our customer support team will provide the correct return warehouse address and detailed return instructions.
Please do not send returns directly to our registered business address unless specifically instructed by our customer support team.
Products sent to an unauthorized return address may not be properly received or processed.
Return Shipping Responsibility
Customer Preference Returns
For returns caused by customer preference, including:
- Change of mind;
- Personal preference;
- Ordering the wrong size, color, style, or variation;
- Other reasons unrelated to product quality or fulfillment errors;
the customer is responsible for the applicable return shipping costs.
Return shipping costs depend on the selected carrier and shipping method.
Damaged, Defective, Incorrect, or Missing Products
If your order arrives:
- Damaged;
- Defective;
- Missing items;
- Incorrect;
- Or materially different from the product description;
please contact:
Please provide:
- Order number;
- Description of the issue;
- Photos or videos showing the problem.
After reviewing the information provided, we will determine an appropriate solution based on the circumstances.
Possible solutions may include:
- Replacement;
- Refund;
- Authorized return;
- Another suitable resolution.
When the issue is caused by our fulfillment error or a qualifying product defect, customers will not be responsible for reasonable additional return shipping costs required to resolve the issue.
Restocking Fees
We do not charge restocking fees for eligible returns submitted according to this policy.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
Cancellation requests must be submitted:
Before the order enters processing.
Once an order has entered processing, fulfillment preparation, or shipment arrangement, cancellation cannot be guaranteed.
Orders that have already been dispatched generally cannot be cancelled and may need to follow the applicable return procedure after delivery.
To request cancellation, please contact:
Please include:
- Order number;
- Your cancellation request;
- Any relevant order details.
If an eligible cancellation is successfully completed before processing begins, the applicable refund will be issued to the original payment method.
Return Inspection
After an approved return has been received, our team will inspect the returned product to confirm whether it meets the applicable return conditions.
Once the inspection process is completed, we will notify you of the refund decision.
If your return is approved, the refund will be issued to the:
Original payment method used for the purchase.
Please note that the time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
Refund Processing
Approved refunds are generally processed within:
5–10 business days after the returned item has been received and inspected.
Once the refund has been issued by Floraneixa, your financial institution or payment provider may require additional processing time before the funds appear in your account.
Any additional processing time required by your bank or payment provider is outside our direct control.
Late or Missing Refunds
If you have received confirmation that your refund has been approved but the amount has not appeared within the expected timeframe, we recommend taking the following steps:
- Check your bank account or payment account again;
- Contact your card issuer or payment provider to confirm whether the refund is still being processed;
- Contact your bank regarding possible posting delays.
If you still need assistance, please contact our customer support team:
Please provide:
- Order number;
- Refund confirmation details, if available;
- Any relevant payment information.
Our team will review the available information and assist with the next appropriate step.
Consumer Rights
Nothing in this Return & Refund Policy is intended to remove, restrict, or limit any consumer rights or protections that cannot legally be excluded under applicable laws.
Where applicable laws provide additional mandatory consumer protections, those rights will continue to apply.
Customer Support
For questions regarding:
- Returns;
- Refunds;
- Order cancellations;
- Damaged or defective products;
- Missing items;
- Incorrect products; or
- Other after-sales support matters;
please contact our customer support team:
Customer Support Email:
service@floraneixa.com
Customer Support Hotline:
027-67815412
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
For existing orders, please include:
- Your order number;
- A brief description of your request or issue.
Providing complete information helps our team locate your order details and provide assistance more efficiently.
Business Information
Brand Name:
Floraneixa
Legal Company Name:
Wuhan Pinhexin Network Service Co., Ltd.
Website:
floraneixa.com
Business Address:
Room 104, 1st Floor, Building 1, Zhongke Xinyuan Community, No.153 Bayi Road, Meiling Community, Wuchang District, Wuhan City, Hubei Province, China -2152
Customer Support Email:
service@floraneixa.com
Customer Support Hotline:
027-67815412
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Floraneixa is owned and operated by Wuhan Pinhexin Network Service Co., Ltd.