Refund Policy
Our refund policy is designed to ensure customer satisfaction while acknowledging the unique nature of fresh flower products. We are committed to providing fair and transparent refund procedures for all our customers.
Last Updated: December 2024
1. Cancellation Policy
Orders can be cancelled up to 2 hours after order confirmation, provided that preparation of your flower arrangement has not yet begun. Cancellation requests must be made by contacting our customer service team directly through phone or email. We cannot guarantee cancellation if floral preparation has already commenced, as fresh flowers and custom arrangements cannot be resold once they have been specifically prepared for your order.
Same-day delivery orders have more restrictive cancellation windows due to the immediate preparation and delivery timeline. Orders placed for same-day delivery can typically be cancelled within 1 hour of confirmation, but this window may be shorter during peak periods such as Valentine's Day, Mother's Day, or other major holidays when our florists begin preparation immediately upon order confirmation.
Subscription orders can be cancelled at any time, but cancellation will take effect from the next scheduled delivery. Already prepared or dispatched deliveries in subscription orders cannot be cancelled, but we will adjust your subscription schedule and provide appropriate refunds for future deliveries that are cancelled in accordance with this policy.
2. Full Refund Eligibility
Full refunds are provided for successful order cancellations made within the allowable timeframe, for orders that we cannot fulfill due to flower unavailability or delivery impossibility, and for orders where we have made significant errors in processing or delivery. Refunds for cancelled orders are processed within 3-7 business days, depending on your original payment method and banking procedures.
Quality-related issues that warrant full refunds include delivery of significantly damaged flowers, arrangements that bear no resemblance to what was ordered, or deliveries that arrive in completely unacceptable condition. Quality claims must be reported within 24 hours of delivery and require photographic evidence to support the refund request. Our quality assurance team reviews all refund requests to ensure fair and consistent application of our policies.
Weather-related delivery failures that prevent us from completing delivery within a reasonable timeframe may also qualify for full refunds, particularly for time-sensitive occasions where delayed delivery would render the flowers inappropriate or useless. We work with customers to find alternative solutions when possible, but understand that some occasions cannot be rescheduled and require immediate refund processing.
3. Partial Refund Situations
Partial refunds may be offered when substitutions significantly differ from your original order in terms of flower types, colors, or arrangement style, but the overall quality and value remain acceptable. The amount of partial refund is determined based on the extent of substitution and the impact on the intended aesthetic or symbolic meaning of the arrangement. We strive to make substitutions that maintain the spirit of your original order while accommodating availability constraints.
Delivery delays that do not completely compromise the occasion may result in partial refunds, particularly if the delay causes inconvenience or reduces the impact of your gesture. The amount of partial refund for delivery delays depends on factors such as the length of delay, the importance of timing for the specific occasion, and whether alternative arrangements can be made to salvage the intended surprise or celebration.
Minor quality issues that do not significantly impact the overall appearance or lifespan of the arrangement may be addressed through partial refunds rather than full replacement. These situations are evaluated individually, taking into account the specific nature of the quality concern, the customer's satisfaction level, and the feasibility of providing replacement arrangements within appropriate timeframes.
4. Store Credit and Alternative Remedies
Store credit is often offered as an alternative to monetary refunds and typically provides additional value compared to the original order amount. Store credit never expires and can be applied to future orders of any value, with any remaining balance carried forward for subsequent purchases. This option is particularly popular among customers who plan to use our services regularly or who want to take advantage of seasonal flower availability.
Replacement arrangements may be offered instead of refunds when quality issues can be addressed through a new delivery. Replacement arrangements are typically upgraded to ensure customer satisfaction and may include premium flowers or enhanced presentation. The timing for replacement deliveries depends on flower availability and delivery scheduling, but we prioritize these orders to minimize inconvenience to customers.
Complimentary services such as free delivery upgrades, priority customer service, or access to exclusive arrangements may be offered to address service issues and maintain customer satisfaction. These alternative remedies are designed to provide value that exceeds simple monetary compensation and help build long-term customer relationships based on trust and exceptional service recovery.
5. Refund Processing Timeline
Refund processing begins immediately upon approval of your refund request, but the time for funds to appear in your account depends on your original payment method and banking procedures. Credit card refunds typically take 3-5 business days to appear on your statement, while debit card refunds may take 5-7 business days. Digital wallet refunds are usually processed within 1-2 business days, subject to the policies of the specific wallet provider.
Bank transfer refunds for cash-on-delivery orders require additional processing time as we must verify banking details and process manual transfers. These refunds typically take 7-10 business days and require you to provide accurate banking information for the transfer. We provide tracking information for all refund transactions so you can monitor the progress of your refund through your bank or payment provider.
During peak seasons or high-volume periods, refund processing may take slightly longer due to increased order volumes and administrative workload. We communicate any expected delays to customers and provide regular updates on refund status. Our customer service team can provide specific timelines for your refund based on your payment method and current processing volumes.
6. Documentation Requirements
Quality-related refund requests require photographic evidence that clearly shows the condition of the flowers upon delivery. Photos should be taken immediately upon receipt and should show the overall arrangement as well as any specific quality issues. Multiple angles and close-up shots of problem areas help our quality assurance team assess the situation accurately and process your request efficiently.
Delivery-related issues may require documentation such as delivery confirmation receipts, communication records with recipients, or evidence of delivery attempts. Our delivery partners provide detailed delivery reports, but additional documentation from customers helps us understand the complete situation and determine appropriate remedies. We maintain comprehensive records of all deliveries to support refund evaluations.
For subscription services or bulk orders, documentation requirements may include batch numbers, delivery schedules, and quality assessments for multiple arrangements. We work with customers to streamline documentation processes for large or recurring orders while maintaining the thoroughness necessary for fair refund evaluations. Our goal is to make the documentation process as simple as possible while ensuring accurate assessment of refund requests.
7. Refund Request Process
To request a refund, contact our customer service team within 24 hours of delivery for quality issues or immediately for delivery problems. Provide your order number, detailed description of the issue, and any required documentation such as photographs or delivery receipts. Our customer service representatives are trained to handle refund requests efficiently and will guide you through the process step by step.
Our refund evaluation process typically takes 24-48 hours from the time we receive your complete request with all necessary documentation. During this time, our quality assurance team reviews your case, may contact delivery partners for additional information, and determines the appropriate remedy based on our refund policy guidelines. We keep you informed throughout this process and explain our decision clearly.
If your refund request is approved, we will send you a confirmation email with details about the refund amount, processing timeline, and method of refund. If your request cannot be approved as submitted, we will explain the reasons and may offer alternative remedies such as store credit, replacement arrangements, or partial refunds that address your specific concerns while adhering to our policy guidelines.
8. Non-Refundable Situations
Refunds cannot be provided for orders that are delivered successfully according to the specified requirements, even if the recipient's personal preferences differ from the arrangement style or flower selection. We cannot offer refunds for subjective preferences such as color intensity, flower size variations within normal ranges, or styling differences that fall within acceptable parameters for the ordered arrangement type.
Change of mind after order confirmation and preparation has begun does not qualify for refunds, as fresh flowers and custom arrangements cannot be resold once they have been specifically prepared for your order. Similarly, refunds are not available for orders where delivery fails due to incorrect address information provided by the customer, recipient unavailability despite multiple delivery attempts, or access restrictions that prevent our delivery partners from completing delivery.
Natural flower characteristics such as minor variations in bloom size, petal shape, or color intensity are not grounds for refunds, as these variations are inherent to fresh, natural products. Additionally, normal aging and wilting of flowers after successful delivery cannot be grounds for refunds, as flower lifespan depends on many factors including care, environment, and the natural aging process of organic materials.
9. Holiday and Peak Season Policies
During major holidays and peak seasons such as Valentine's Day, Mother's Day, Diwali, and wedding seasons, our refund and cancellation policies may have modified timelines due to increased order volumes and accelerated preparation schedules. Holiday orders often require immediate preparation to meet delivery deadlines, which may reduce the cancellation window to as little as 30 minutes after order confirmation.
Peak season orders may have limited substitution options due to high demand for specific flower types, which could affect our ability to provide exact replacements for quality issues. In such cases, we prioritize offering store credit or alternative arrangements that provide equivalent or greater value. We communicate any holiday-specific policy modifications clearly during the ordering process and in confirmation communications.
Holiday pricing and promotional offers are subject to specific terms and conditions that may affect refund calculations. Discounted orders may be subject to different refund structures, and promotional credits or bonus items may not be eligible for monetary refunds. We clearly communicate any special refund terms associated with holiday promotions and seasonal offers during the ordering process.
10. Customer Service and Dispute Resolution
Our customer service team is your first point of contact for all refund-related inquiries and is empowered to resolve most issues quickly and satisfactorily. We encourage customers to work with our customer service team before escalating concerns, as our representatives have access to various remedy options and can often find creative solutions that address customer concerns while being fair to all parties involved.
If you are not satisfied with the initial response to your refund request, you can escalate your concern to our customer service manager, who will conduct a comprehensive review of your case. This escalation process includes review of all documentation, communication with relevant team members, and consideration of any special circumstances that may affect the appropriate remedy for your situation.
For disputes that cannot be resolved through our customer service process, we offer mediation services through qualified third-party mediators who specialize in consumer service disputes. This mediation process is voluntary and designed to find mutually acceptable solutions without the need for formal legal proceedings. We are committed to fair resolution of all customer concerns and work diligently to maintain positive relationships with all our customers.