Refund & Return Policy

1. Refund Policy

We strive to provide the freshest, most beautiful floral arrangements. However, if you are not fully satisfied with your order, we are here to help.

Eligible Refund Situations:

• Damaged flowers upon delivery (e.g., wilted, broken stems, or incorrect arrangement).
• Non-delivery due to a confirmed error on our part.
• Late delivery that causes the flowers to miss a time-sensitive occasion (e.g., weddings, funerals), only if caused by our mistake.
• Incorrect items delivered, such as the wrong bouquet or arrangement.

Refund Terms:

• Refund requests must be submitted within 24 hours of delivery.
• Photo evidence may be required for damaged or incorrect items.
• Refunds are processed via the original payment method within 3–7 business days.

Non-Refundable Situations:

• Orders with incorrect delivery details provided by the customer.
• Flowers that have been tampered with or not stored properly after delivery.
• Minor variations in flower color or bloom size (due to seasonal availability).

2. Exchange Policy

We are happy to offer exchanges in certain circumstances.

Eligible Exchanges:

• Flowers delivered in poor condition (wilted or damaged).
• Wrong arrangement or vase delivered.

Exchange Conditions:

• Notify us within 24 hours of delivery.
• We may request photos to assess the issue.
• We will replace the arrangement at no extra charge, subject to flower availability.

Exchange Limitations:

• Exchanges are only available for local deliveries within our service area.
• If the original arrangement was customized or featured special-order flowers, replacements may be subject to availability or value equivalence.

3. Shipping & Returns Policy

Because flowers are perishable, traditional returns are not always possible—but we’ll work with you to find the best solution.

Local Deliveries:

• If the recipient is not available at the time of delivery:
  • We may leave the flowers in a safe place or with a neighbor.
  • If re-delivery is needed, an additional fee may apply.

Shipped Floral Products (e.g., gift boxes, dried flowers, accessories):

• Returns are accepted within 7 days of delivery for non-perishable items.
• Items must be unused, in original packaging.
• Return shipping is the responsibility of the customer unless the product was defective or incorrect.

Non-Returnable Items:

• Fresh flower bouquets or arrangements.
• Personalized or custom floral designs.
• Sale items or promotional packages.

4. How to Request a Refund, Exchange, or Return

To start the process:

• Email us at orders@flowerspe.co.za  with:
  • Your order number
  • A clear description of the issue
  • Photos (if applicable)
• Or call us at 041 365 2677 during business hours.