LOADING...
LOADING...
Refund & Returns Policy
Because fresh flowers are highly perishable goods with a very short shelf life, traditional physical returns are not accepted once an order has been dispatched or delivered. We handle every arrangement with extreme care, but if an issue arises with your order, we offer resolutions according to the conditions outlined below.
1. Conditions for Replacement or Refund
You are eligible for a replacement floral arrangement, store credit, or a full/partial refund only under the following specific circumstances:
-
Damaged or Spoiled Delivery: The flowers arrive severely wilted, broken, dead, or visibly ruined upon arrival.
-
Incorrect Item Delivered: The delivered arrangement is completely different from the design or main flower type specified in your order confirmation.
-
Failed Delivery: The order was not delivered on the scheduled date due to an operational error or oversight on our end.
2. Mandatory Reporting Window & Required Proof
-
4-Hour Reporting Window: Fresh cut flowers deteriorate quickly, especially in local weather conditions. You must inspect your delivery immediately and report any issues within 4 hours of receiving the order.
-
Required Evidence: You must provide clear, well-lit photos or a short video showing the damaged or incorrect flowers, alongside your Order Number, sent directly to our official WhatsApp support number or customer care email. Requests submitted without photo/video proof or sent after the 4-hour window will not be eligible for a refund or replacement.
3. Non-Refundable Situations
We cannot offer a refund, store credit, or replacement if:
-
Incorrect Delivery Information: You provided an incorrect, incomplete, or wrong phone number/address for the recipient.
-
Recipient Unavailability or Refusal: The recipient is unavailable at the delivery address during the requested slot, or refuses to accept the delivery.
-
Third-Party Delays: Delivery is delayed due to unexpected street blockages, major traffic delays, severe weather conditions, or security checkpoints in Lahore beyond our control.
-
Improper Flower Care: The flowers deteriorate after delivery due to inadequate care (e.g., placing them in direct sunlight, exposing them to high temperatures, or failing to trim the stems and add fresh water).
4. Order Cancellations & Modifications
-
Standard Orders (Delivered next day or later): You may cancel or modify your order for a full refund up to 24 hours prior to the scheduled delivery date.
-
Same-Day Delivery Orders: Same-day orders cannot be canceled or modified once payment is confirmed, as our florists begin selection and arrangement immediately to ensure maximum freshness.
5. Online Payment Refund Process
-
Verification: Once your claim and visual evidence are verified by our support team, we will notify you of the approval or rejection of your refund within 24 hours.
-
Processing Time: Approved refunds will be credited back to your original payment method (Bank Account, Credit/Debit Card, JazzCash, or EasyPaisa). Online payment reversals generally take 3 to 7 business days to reflect in your account, depending on your bank or wallet provider.
6. Need Help?
If you have an issue with a delivery or need immediate assistance with an ongoing order, please contact our support team:
-
WhatsApp / Call: +92 (300) 5359292
-
Email: info@flowerfantasia.com