At Floral Affinity, we take great care in preparing and delivering every order. Because flowers and certain gifts are delicate, time-sensitive, and perishable, our return and refund policies differ depending on the type of product purchased.
Please read the following policy carefully before placing your order.
1. Fresh Flowers & Perishable Arrangements
Fresh flowers, plants, bouquets, floral arrangements, and other perishable gifts are prepared specifically for each order. Due to their delicate and perishable nature, we do not accept returns or exchanges once an order has been delivered or picked up, except in cases where the item arrives damaged, significantly wilted, defective, or is different from what was ordered.
Quality Concerns or Damaged Products
We make every effort to ensure that your flowers arrive fresh, beautiful, and in excellent condition. However, if your order arrives damaged, wilted, broken, or otherwise does not meet reasonable quality expectations, please contact us as soon as possible.
Any issue with a fresh flower or perishable order must be reported within 4 to 6 hours of delivery or pickup.
To help us verify the issue, please provide:
- Your order number or purchase details.
- Clear photographs of the flowers or arrangement as received.
- Photographs showing any visible damage, wilting, missing items, or incorrect products.
- A brief description of the issue.
- Any other information our customer service team may reasonably request.
Claims submitted after the specified reporting period may not be eligible for replacement, refund, or store credit.
Resolution for Approved Claims
Once we receive your complaint and supporting photographs, our team will review the issue. If the problem is determined to be the result of damage, poor condition upon arrival, an incorrect item, or an error on our part, we may offer one of the following resolutions:
- A replacement arrangement at no additional charge;
- Store credit for the affected order; or
- A refund, where applicable.
Replacement arrangements will be subject to product and flower availability. Where the exact flowers or design are unavailable, we may provide a suitable alternative of comparable value.
Non-Eligible Fresh Flower Claims
We cannot provide a refund, replacement, or credit where the condition of the flowers has deteriorated due to circumstances outside our control after successful delivery or pickup.
This includes, but is not limited to:
- Flowers being left in direct sunlight.
- Exposure to excessive heat or cold.
- Failure to provide adequate water where required.
- Improper handling of the arrangement.
- Failure to follow the care instructions provided with the flowers.
- Leaving flowers in a hot vehicle or unsuitable environment.
- Damage caused by pets, children, or other third parties.
- Normal aging or natural opening/wilting of flowers over time.
- Failure to refrigerate or otherwise properly care for products where specific care instructions have been provided.
We also cannot be held responsible for issues resulting from an incorrect or incomplete delivery address, incorrect recipient information, or failure of the recipient to be available to receive the order.
2. Non-Perishable Items
Vases, Artificial Flowers & Accessories
Certain products, including vases, artificial flowers, decorative items, gift accessories, and other non-perishable products, may be eligible for return or exchange.
Eligible non-perishable items may be returned or exchanged within 1 day of purchase or receipt, provided that all of the following conditions are met.
Return Conditions
The item must:
- Be completely unused.
- Be in its original condition.
- Not show any signs of wear, damage, or alteration.
- Be returned in the original packaging, where applicable.
- Include all accessories, tags, labels, and accompanying materials.
- Be accompanied by valid proof of purchase.
Proof of purchase may include your order number, receipt, invoice, or other purchase confirmation.
Return Shipping Charges
For non-defective items being returned simply because the customer has changed their mind, selected the wrong item, or no longer requires the product, return shipping or courier charges will be the responsibility of the customer.
If an item is confirmed to be defective, damaged before delivery, or incorrectly supplied by us, we will review the situation and may cover reasonable return or replacement shipping costs.
Items That Cannot Be Returned
Returns may be refused if the item:
- Has been used or installed.
- Has been damaged after delivery.
- Is missing original packaging or accessories.
- Shows signs of wear or alteration.
- Is returned after the 1-day return period.
- Cannot be resold due to its condition.
3. Order Cancellations
We understand that plans can change. Cancellation eligibility depends on how much time remains before the scheduled delivery or pickup.
Standard Orders
Orders for fresh flowers may be canceled for a full refund up to 24 hours before the scheduled delivery or pickup time.
To request a cancellation, please contact us with your order number and relevant order details.
Cancellations Within 24 Hours
Orders canceled within 24 hours of the scheduled delivery or pickup time are generally not eligible for a refund.
This is because fresh flowers may have already been selected, cut, arranged, packaged, or otherwise prepared specifically for your order.
In exceptional circumstances, we may review a cancellation request at our discretion. Any refund, store credit, or partial refund offered in such circumstances will depend on the stage of order preparation and the costs already incurred.
Same-Day Orders
Same-day flower orders are generally non-cancellable and non-refundable once the order has been confirmed, because preparation may begin shortly after the order is received.
If you need to make a change to a same-day order, please contact us as soon as possible. We will try to accommodate your request where reasonably possible.
4. Changes to Orders
If you need to change an order after placing it, please contact us as soon as possible.
Depending on the status of your order, we may be able to modify:
- Delivery address.
- Recipient name or contact details.
- Delivery instructions.
- Flower preferences.
- Gift message.
- Selected accessories.
- Delivery or pickup details.
However, once an arrangement has been prepared, dispatched, or delivered, changes may no longer be possible.
Additional charges may apply if the requested change increases the value of the order.
5. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information when placing an order.
This includes:
- Full delivery address.
- Apartment, suite, or unit number, where applicable.
- Recipient’s correct name.
- Recipient’s valid contact number.
- Any necessary delivery instructions.
We are not responsible for failed or delayed delivery caused by incorrect, incomplete, or outdated information supplied by the customer.
If a delivery cannot be completed because the recipient is unavailable or the provided information is incorrect, additional delivery charges may apply for re-delivery.
6. Refund Processing
Once a refund has been approved, we will initiate the refund through the original method of payment, wherever possible.
Refunds are generally processed within 5–7 business days after approval.
Please note that the time required for the refunded amount to appear in your account may vary depending on:
- Your bank.
- Credit/debit card provider.
- Payment gateway.
- Payment method used for the original transaction.
We cannot control delays caused by banks, payment processors, or financial institutions.
If you have not received your refund after the applicable processing period, please contact us with your order number and payment details so that we can assist you.
7. Store Credit
Where a store credit is offered instead of a refund, the credit may be applied toward a future purchase with [Your Company Name], subject to any applicable terms communicated at the time the credit is issued.
Store credits are generally issued only after the relevant claim or return has been reviewed and approved.
8. Promotional & Discounted Orders
Orders placed using promotional codes, discounts, special offers, or other promotional pricing may be subject to additional terms.
Unless specifically stated otherwise:
- Promotional discounts are not refundable as cash.
- A refund may be calculated based on the actual amount paid.
- Free gifts or promotional items may need to be returned if the underlying order is returned.
- Special promotional arrangements may have separate cancellation conditions.
9. Delivery Issues
We take reasonable care to ensure that orders are prepared and delivered according to the information provided at checkout.
If your order is delayed, delivered to the wrong recipient due to an error on our part, or arrives in an unacceptable condition, please contact us immediately.
For fresh flower quality issues, please follow the 4–6 hour reporting requirement described above and provide clear photographs so that we can investigate and resolve the issue as quickly as possible.
