退款政策
SYLOREN Return and Refund Policy
**Effective Date: March 27, 2026**
**Last Updated: March 27, 2026**
Thank you for choosing SYLOREN.
Each SYLOREN preserved-flower frame is individually designed and handmade according to the customer’s selected name, initials, date, color palette, wording, photograph, dimensions, and other personalization requirements.
Because customized products are made specifically for an individual customer and generally cannot be resold, they are not eligible for ordinary change-of-mind returns.
Please read this Return and Refund Policy carefully before submitting your order and completing payment.
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1. Important Notice Regarding Customized Products
SYLOREN products are personalized and made to order.
Customization may include, but is not limited to:
* Names or nicknames;
* Initials, letters, or numbers;
* Dates;
* Photographs;
* Commemorative wording;
* Personal messages;
* Floral colors;
* Frame colors and dimensions;
* Overall design styles;
* Other customer-selected personalization details.
Once an order has been confirmed and enters the design, material preparation, or production stage, the product is made specifically for that customer and cannot normally be resold.
Therefore, except in cases involving verified damage, production errors, material defects, or other circumstances expressly covered by this Policy, customized products are not eligible for return, exchange, or refund.
Nothing in this Policy is intended to limit any mandatory consumer rights that cannot legally be excluded under applicable law.
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2. Order Processing and Estimated Timeline
Each customized SYLOREN preserved-flower frame must pass through several stages, including order review, customization confirmation, design preparation, material selection, production, quality inspection, packaging, and international shipping.
The estimated timeline is as follows.
2.1 Order Confirmation
Order confirmation normally takes:
**1 to 2 business days.**
During this period, we may review:
* Whether payment has been successfully completed;
* Whether the customization information is complete;
* Whether submitted photographs or reference materials are sufficiently clear;
* Whether names, dates, and wording are complete;
* Whether the selected size, color, and style are correct;
* Whether the requested product can be produced as ordered.
If the information you submit is incomplete or unsuitable for production, we may contact you by email or another available method and ask you to provide additional information.
Time spent waiting for the customer to provide missing information, replacement photographs, revisions, or approval is not included in the standard processing timeline.
2.2 Production Time
After the order has been confirmed, the estimated production time is:
**3 to 5 business days.**
Production may include:
* Floral material selection;
* Frame and material preparation;
* Customized layout preparation;
* Handmade production;
* Final adjustments;
* Quality inspection;
* Packaging preparation.
Production may take longer during public holidays, peak sales periods, high-order-volume periods, temporary material shortages, or where special customization or further customer approval is required.
2.3 International Shipping Time
After the product has been dispatched, the estimated shipping time is:
**7 to 15 business days.**
Actual delivery times may vary due to factors including:
* Destination country or region;
* International flight schedules;
* Customs inspections;
* Customs clearance times;
* Public holidays;
* Severe weather;
* Local courier efficiency;
* Incorrect or incomplete addresses;
* The recipient’s failure to accept or collect the parcel;
* Other circumstances beyond our reasonable control.
2.4 Total Estimated Delivery Period
From successful order submission to final delivery, the total estimated period is generally:
**25 to 30 calendar days.**
This estimated total includes order confirmation, customer communication, design preparation, material preparation, production, quality inspection, packaging, weekends, international transportation, and possible customs processing.
All stated timelines are estimates under normal circumstances and do not constitute a guaranteed delivery date.
If we expect that an order cannot be dispatched within the stated timeframe, we will make reasonable efforts to contact the customer, explain the delay, and provide an updated estimated dispatch date.
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3. Changes to an Order
Please carefully review all customization details before submitting your order.
If you discover an error in any of the following information, please contact us as soon as possible:
* Name spelling;
* Dates;
* Customized wording;
* Photographs;
* Colors;
* Frame size;
* Delivery address;
* Telephone number;
* Other personalization requirements.
Before Order Confirmation
If your order has not yet been fully reviewed or entered the design, material preparation, or production stage, we will make reasonable efforts to assist with your requested changes.
After Order Confirmation
Once the order has been confirmed and entered the design, material preparation, or production stage, changes may no longer be possible.
If a requested change makes completed design work, prepared materials, or partially completed products unusable, you may be required to pay additional design, material, alteration, or reproduction fees.
After Dispatch
Once the order has been dispatched, customization details and the delivery address cannot normally be changed.
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4. Order Cancellations
Because our products are customized, an order may enter the review, design, or material preparation stage shortly after payment is completed.
Before Production Begins
To request cancellation, please contact us as soon as possible through our customer service email.
If the order has not yet entered the design, material preparation, or production stage, we will review the cancellation request based on the actual progress of the order.
Payment processing charges, design fees, material preparation costs, or other reasonable costs already incurred may be deducted from the refund.
After Production Begins
An order will generally no longer be eligible for cancellation once it has entered any of the following stages:
* Custom design;
* Floral material selection;
* Material preparation;
* Frame preparation;
* Layout preparation;
* Handmade production;
* Assembly;
* Quality inspection;
* Packaging.
After Dispatch
An order cannot be cancelled after it has been dispatched.
Refusing delivery does not automatically cancel the order or create a right to a refund. The customer may be responsible for return shipping charges, storage charges, customs duties, and other related expenses resulting from refusal of delivery.
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5. No Change-of-Mind Returns
Because SYLOREN products are personalized and made according to the customer’s specifications, we do not accept returns, exchanges, or refunds based on personal preference or a change of mind.
The following circumstances will generally not qualify for a return, exchange, or refund:
1. The customer changes their mind;
2. The customer no longer needs the product;
3. The customer’s gift plans change;
4. The customer considers the waiting time too long while the order remains within the stated estimated timeline;
5. The customer selected an incorrect name, date, message, or photograph;
6. The customer selected an incorrect color, style, or size;
7. The customer provided an incorrect delivery address;
8. The customer changes their aesthetic preference after approving the design;
9. The product matches the order details, but the customer subjectively considers it unattractive;
10. The dimensions match the website description, but the customer considers the product too large or too small;
11. The customer did not carefully read the product description, dimensions, materials, or care instructions;
12. The customer believes the product does not suit their interior décor or intended display area;
13. The customer later finds a lower price on another website;
14. The customer refuses to pay applicable customs duties, import taxes, or clearance fees;
15. The customer fails to follow the product care and storage instructions;
16. The product is damaged for reasons attributable to the customer;
17. The customer fails to collect the parcel within the required period;
18. The order is delayed because the customer did not respond to customization or approval requests.
The exclusion of change-of-mind returns does not remove any rights the customer may have where a product is damaged, defective, incorrectly produced, or materially different from its description.
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6. Natural Variations in Floral Materials and Handmade Products
SYLOREN products may contain preserved flowers, dried flowers, leaves, branches, fruits, moss, and other natural or processed botanical materials.
Natural materials and handmade products may display reasonable variations, including:
* Differences in flower size;
* Slight differences in floral shape;
* Reasonable color variation between batches;
* Natural markings and textures on petals or leaves;
* Minor irregularities along petal or leaf edges;
* Slight differences in handmade placement;
* An inability to reproduce two designs with absolute precision;
* Small amounts of loose floral material or floral dust after transportation;
* Gradual fading over time;
* Natural changes caused by humidity, temperature, and light exposure.
These characteristics are normal features of natural materials and handmade production. They are not considered damage or defects and do not qualify the product for a return or refund.
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7. Circumstances Eligible for After-Sales Review
Please contact us promptly if any of the following circumstances occurs:
1. The product is already seriously damaged when the package is first opened;
2. The frame is broken, significantly deformed, or unable to be displayed normally;
3. The product received is different from the product ordered;
4. We incorrectly produced a name, date, initial, or customized message;
5. The product is materially different from the approved design;
6. The order is missing an important component expressly included in the purchase;
7. The parcel is confirmed lost by the shipping provider;
8. The product has a clear manufacturing defect that materially affects its appearance or display.
Depending on the nature and severity of the issue and the available evidence, we may offer one or more of the following solutions:
* Repair instructions;
* Free replacement of missing components;
* Partial reproduction;
* Complete reproduction;
* Replacement shipment;
* Partial refund;
* Full refund;
* Another reasonable solution agreed upon by both parties.
Where appropriate, we reserve the right to offer repair, replacement, or reproduction before issuing a refund.
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8. Reporting Damage Upon Delivery
If the product is damaged when the package is first opened, please contact us as soon as possible.
We recommend submitting your claim within:
**48 hours after delivery.**
To help us verify the issue, please provide:
* Your order number;
* The recipient’s name;
* Clear photographs of the complete product;
* Close-up photographs of the damaged area;
* Photographs of all sides of the external packaging;
* Photographs of the internal protective packaging;
* A photograph of the shipping label;
* An unboxing video, if available;
* A brief written description of the issue.
Please retain the product, external packaging, internal protective materials, and shipping label until the claim has been fully resolved.
Failure to provide complete evidence will not necessarily result in automatic rejection, but it may affect our ability to determine the cause of the damage or submit a claim to the shipping provider.
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9. Returning a Damaged Product
Some delivery-damage claims can be verified through photographs and videos and may not require the product to be returned.
If we determine that the product must be returned for inspection, our customer service team will provide the authorized return address and return instructions.
Return Requirements
A returned product must:
* Include the complete product and all related components;
* Be securely and reasonably packaged;
* Include the original packaging and shipping information where available;
* Be sent to the address provided by customer service;
* Be sent using a shipping method that provides valid tracking;
* Not be sent to the company’s registered address unless customer service has expressly confirmed in writing that it is the correct return address.
Products returned without prior written authorization may not be identified, accepted, processed, or refunded.
Return Shipping Costs
If customer service confirms that the product must be returned, the customer must initially select a reasonable standard shipping method and pay the return shipping cost.
Before sending the parcel, the customer should provide customer service with the estimated cost, shipping provider, and shipping method for confirmation.
After the returned product has been received and inspected:
* If the issue is confirmed to be delivery damage, transportation damage, a production error, or an inherent product defect, we will reimburse the reasonable standard return shipping cost that was approved in advance;
* If the issue is determined to have resulted from improper use, incorrect storage, accidental damage, unauthorized disassembly, or another cause attributable to the customer, the return shipping cost will not be reimbursed;
* If the customer uses an expedited, premium, or unusually expensive shipping service without prior approval, the amount exceeding a reasonable standard shipping cost may not be reimbursed.
Please do not send parcels on a cash-on-delivery or postage-due basis. Parcels sent without prepaid shipping or without written approval may be refused by the warehouse.
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10. Refund Processing
If a claim is approved for a refund, the refund will be issued to the original payment method used for the order.
We will not transfer the refund to an unrelated bank account, card, digital wallet, or other payment method.
After a refund has been approved, we will generally submit the refund within:
**5 to 10 business days.**
Your bank, card issuer, payment processor, or financial institution may require additional time before the refunded amount appears in your account.
The actual processing time depends on your payment method and financial institution and is outside our control.
Whether currency conversion differences, bank fees, or payment-provider charges are refunded will depend on the rules of the relevant financial institution or payment provider.
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11. Partial Refunds
After discussion with the customer, we may offer a partial refund in circumstances including:
* The product has a minor issue that does not prevent normal display;
* A small component is missing, and the customer chooses not to receive a replacement;
* The product has minor repairable damage;
* The customer agrees to retain the product;
* Both parties agree that a partial refund is the most reasonable solution.
Once the customer expressly accepts a partial refund as the final resolution of a specific issue, the customer will generally not be entitled to request an additional replacement, reproduction, or full refund for the same issue, except where applicable law provides otherwise.
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12. Reproduction and Replacement Shipment
Where an issue qualifies for reproduction or replacement, we will arrange production according to the customization details confirmed in the original order.
The estimated reproduction time is generally:
**3 to 5 business days.**
The estimated international shipping time for the replacement is generally:
**7 to 15 business days.**
Actual timing may vary depending on material availability, public holidays, customs processing, and shipping conditions.
If the customer requests changes to the original name, color, size, photograph, wording, or other customization details, the request may be treated as a new customized order rather than a free reproduction.
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13. Lost Parcels
If tracking information has not been updated for an extended period or the parcel appears to be lost, please contact us so that we can begin an investigation.
We may need to submit an inquiry to the shipping provider. Investigation times vary depending on the carrier and destination country.
A parcel will be treated as confirmed lost only when one of the following applies:
* The shipping provider confirms the parcel has been lost;
* The tracking record is clearly abnormal and the reasonable investigation period has expired;
* Based on the available shipping investigation, we determine that the parcel cannot reasonably be delivered.
Once a parcel is confirmed lost, we will provide a reproduction, replacement shipment, refund, or another appropriate solution depending on the circumstances.
If tracking information shows that the parcel has been delivered, the customer should first check:
* The mailbox;
* Porch or entrance area;
* Reception desk;
* Building management office;
* Whether a family member or neighbor accepted it;
* The local post office or delivery depot;
* Any available proof of delivery from the carrier.
Where tracking shows delivery but the customer reports that the parcel was not received, we will assist with an investigation. The customer may be required to provide information or reports from the local shipping company, property manager, or relevant local authority.
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14. Failed Delivery and Returned Parcels
Delivery failure caused by any of the following circumstances will generally not be considered the responsibility of SYLOREN:
* The customer provided an incorrect or incomplete address;
* A house number, apartment number, unit number, or postal code was omitted;
* The customer provided an incorrect telephone number;
* The recipient refused delivery;
* No one was available after repeated delivery attempts;
* The customer failed to collect the parcel within the required time;
* The customer refused to pay customs duties or complete customs clearance;
* The local courier was unable to contact the recipient;
* The delivery address is located in an area unsupported by the shipping provider.
If a parcel is returned for one of these reasons, the customer may be required to pay:
* The original shipping cost;
* Return shipping charges;
* Storage fees;
* Reshipping charges;
* Reproduction costs;
* Customs duties or clearance-related charges.
Because the product is customized, the return of the parcel does not automatically qualify the order for a refund.
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15. Customs Duties and Import Charges
International orders may be subject to:
* Import duties;
* Value-added tax;
* Sales tax;
* Customs processing fees;
* Customs brokerage charges;
* Local delivery service fees;
* Other charges imposed by the destination country or region.
Unless expressly stated at checkout, these charges are the responsibility of the recipient.
An order will generally not qualify for a refund if the parcel is returned, held, destroyed, abandoned, or lost because the customer refused to pay customs charges, refused to provide customs documentation, or failed to complete required import procedures.
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16. Cancellation Due to Delay
The order confirmation, production, and shipping timelines displayed on our website are estimates.
If the order remains within the stated estimated timeline, we will generally not accept cancellation or refund requests based solely on the customer believing the wait is too long.
If the order has not yet been dispatched and is expected to materially exceed the stated dispatch timeframe, we will contact the customer and explain the delay.
Depending on the circumstances, the customer may:
* Accept the revised estimated dispatch date;
* Continue waiting for the order;
* Cancel the undelivered order and request a refund where required by applicable law or where we confirm that cancellation is available.
Delays caused by the customer’s failure to provide complete information, approve a design, reply to communications, or limit repeated revision requests are not included in our normal processing timeline.
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17. Payment Disputes and Chargebacks
If you have concerns regarding your product, order, or delivery, please contact us first through our official customer service email.
We will review the order information, customization confirmation, product photographs, quality inspection records, and shipping information and will make reasonable efforts to provide an appropriate solution.
If a customer initiates a payment dispute or chargeback for an order that was properly customized, produced, shipped, or delivered according to the confirmed order details, we may provide the payment provider with evidence including:
* Order records;
* Payment records;
* Customization details;
* Customer approval records;
* Customer communications;
* Production and quality inspection records;
* Dispatch records;
* Tracking information;
* Delivery confirmation;
* After-sales service records.
Nothing in this section limits a customer’s right to raise a genuine and lawful dispute with their payment provider.
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18. Mandatory Consumer Rights
Nothing in this Policy is intended to exclude, restrict, or reduce any consumer rights that cannot legally be excluded under the laws of the customer’s country or region.
Where any provision of this Policy conflicts with mandatory consumer protection law, the applicable legal requirement will prevail.
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19. Contact Us
To request an order change, report product damage, or submit a refund claim, please contact us using the following details:
**Brand Name:** SYLOREN
**Operating Company:** LIVEXZ GLOBAL COMMERCE LIMITED
**Customer Service Email:** [baiy85609@gmail.com](mailto:baiy85609@gmail.com)
**Telephone:** +86 176 0873 9539
**Company Address:**
RM 102, 1/F, THE CLOUD
111 TUNG CHAU STREET
TAI KOK TSUI
HONG KONG
**Customer Service Hours:** 9:00 AM–10:00 PM daily, Hong Kong Time (UTC+8)
We generally respond within 1 to 3 business days after receiving an inquiry.
Please note that the company address listed above is not necessarily the return warehouse address. All returns must be approved in advance, and the correct return address must be provided in writing by our customer service team.
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Important Summary
**All SYLOREN products are individually customized and made to order.**
Order confirmation normally takes 1 to 2 business days, production normally takes 3 to 5 business days, international shipping normally takes 7 to 15 business days, and the total estimated period is approximately 25 to 30 calendar days.
Once an order enters the design, material preparation, or production stage, it cannot normally be cancelled, returned, or refunded due to a change of mind, personal preference, incorrect selection, or customer ordering error.
If the product is seriously damaged when first opened, contains a production error, has a clear quality defect, or is materially different from the confirmed order, please contact:
**[baiy85609@gmail.com](mailto:baiy85609@gmail.com)**
Please include your order number, photographs of the product, photographs of the packaging, and a photograph of the shipping label so that we can review the issue and provide an appropriate solution.