Refund & Cancellation Policy
Our commitment to quality, freshness guarantee, and transparent resolution terms.
1. The Fresh Stems Guarantee
Every Flora Haus floral arrangement is freshly assembled on the delivery day. Because flowers are perishable natural products, if you receive flowers that arrive in damaged or substandard condition, notify us within 12 hours of delivery with a clear photograph. We will promptly dispatch a fresh complimentary replacement or issue a full store credit.
2. Order Cancellation & Rescheduling
You may cancel or reschedule a scheduled standard delivery at least 24 hours prior to the chosen delivery date for a 100% refund. Because same-day and midnight surprise orders enter fresh stem preparation immediately upon placement, cancellations for same-day orders must be received within 1 hour of placing the order.
3. Recipient Unavailable or Inaccessible Address
If the delivery recipient is unavailable or the gate is locked, our courier will contact the sender via phone/WhatsApp. Because fresh flowers and celebration cakes cannot be returned to storage for multiple days, we make every effort to coordinate safe handover with a building guard or neighbor designated by the sender.
4. Event Decoration Bookings
Custom event and wedding decor bookings require a deposit to reserve date and floral inventory. Cancellation policies for bespoke event bookings are specified in each customized design agreement based on stem procurement timelines.
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