Returns & Refund Policy

Last Updated: December 6, 2025

1. Freshness Guarantee

We guarantee that all flowers delivered by Floraluxe will arrive fresh and beautiful. Our blooms are sourced directly from premium growers and handled with care throughout the delivery process.

• All bouquets are prepared fresh on the day of delivery
• Flowers are transported in climate-controlled conditions
• We include care instructions with every order

2. When Refunds Apply

You may be eligible for a refund or replacement in the following circumstances:

2.1 Quality Issues

• Flowers arrive wilted, damaged, or in poor condition
• Significant difference between the product received and what was ordered
• Missing items from your order

2.2 Delivery Issues

• Order not delivered on the specified date
• Delivery to incorrect address (due to our error)
• Order not delivered at all

3. Refund Process

3.1 How to Request a Refund

To request a refund or replacement, please:

1. Contact us within 24 hours of receiving your order
2. Provide your order number and describe the issue
3. Include clear photos showing the problem (for quality issues)

3.2 Resolution Options

Based on the nature of the issue, we may offer:

• Full Refund: Complete refund to your original payment method
• Partial Refund: For minor issues that don't significantly impact the order
• Replacement Delivery: Fresh bouquet delivered at no additional cost
• Store Credit: Credit for future purchases (at your preference)

3.3 Refund Timeline

• Refund decisions are typically made within 24-48 hours
• Credit card refunds: 5-10 business days to appear on your statement
• Store credits: Applied immediately to your account

4. Non-Refundable Situations

Refunds may not be available in the following cases:

• Change of mind after the order has been prepared or delivered
• Incorrect delivery address provided by the customer
• Recipient not available and flowers left at the door (as instructed)
• Minor variations in flower colors or varieties due to seasonal availability
• Complaints made more than 24 hours after delivery

5. Cancellation Policy

5.1 Before Processing

You may cancel your order for a full refund if:

• The order has not yet been prepared (typically more than 4 hours before scheduled delivery)
• You cancel within 1 hour of placing the order

5.2 After Processing

Once an order is in preparation or out for delivery:

• Cancellation may not be possible
• Partial refunds may be offered at our discretion

6. Substitution Policy

Due to seasonal availability and supply chain factors, we may occasionally need to substitute certain flowers or containers. We ensure that:

• Substitutions are of equal or greater value
• Overall style, color scheme, and aesthetic are maintained
• You will be notified if significant changes are necessary

7. Damaged During Transit

If your flowers are damaged during delivery:

• Take photos immediately upon receipt
• Contact us within 24 hours
• We will arrange a replacement delivery or full refund

8. Special Orders & Custom Arrangements

For custom or special event orders (weddings, large corporate orders):

• A 50% deposit may be required
• Cancellations within 48 hours of the event: deposit is non-refundable
• Cancellations more than 48 hours before: full deposit refund

9. Contact Us

For any questions about our returns and refund policy, please don't hesitate to reach out: