Returns, Refunds & Cancellations Policy 

This policy, along with the Terms and Conditions and Privacy Policy, governs all return, exchange, refund, and cancellation requests for purchases made through our website.

SECTION 1: ORDER CANCELLATION

Customers can cancel their order within 6 hours of placing it, provided the order has not yet been prepared or dispatched for delivery.

Conditions for Cancellation & Refunds:

  • If an order is cancelled within the 6-hour window and before preparation/dispatch, a full refund will be made back to the payment solution used initially by the customer.

  • If an order is cancelled after 6 hours, or if it has already been prepared or is out for delivery, cancellation and refund eligibility will be subject to our Returns, Exchanges & Refunds policy below, particularly concerning the perishable nature of our fresh products.

Refund Processing for Cancellations: Please allow for up to 45 days for the refund transfer to be completed to your original payment method. The actual timeline may vary depending on your bank's processing procedures.

SECTION 2: RETURNS, EXCHANGES & REFUNDS

ELIGIBLE CIRCUMSTANCES You may request a return, refund, or exchange under the following conditions:

  •  An incorrect product was delivered.

  • The product received is damaged, defective, or faulty.

  • The item was not received within seven (7) days after the indicated Estimated Delivery Date (EDD).

  • You have changed your mind, subject to specific terms outlined below.

  • Any other arrangement agreed upon between the buyer and seller.

CHANGE OF MIND Change-of-mind requests are generally not eligible for refunds, returns, or exchanges unless explicitly stated in the product listing. However, if your order has not yet been prepared, we can modify your order and process a refund if applicable. If the order is already out for delivery, we will attempt to cancel the delivery through our driver, but we cannot guarantee a refund due to the perishable nature of our fresh products.

PROCEDURE FOR REQUESTS Requests must be submitted within the same day of receiving the item or, for undelivered items, 1 days after the EDD. Requests submitted after this period will not be entertained. Supporting evidence such as photos or videos must be submitted immediately upon discovering a damaged item. All packaging, tags, and complimentary items must be returned in the original condition.

SHIPPING COST RESPONSIBILITY

  • For wrong, damaged, or faulty items, we (the seller) will cover the return shipping cost.

  • For change-of-mind requests, the buyer is responsible for all shipping costs.

  • In case of a dispute, Ofelia for Flowers & Event Management will determine who bears the shipping cost at its sole discretion.

NON-RETURNABLE ITEMS We do not accept returns under the following circumstances:

  • Damage resulting from buyer’s negligence.

  • The item was not returned within 2 days of purchase/delivery.

  • Lack of proof of purchase or questionable transaction.

  • Items returned in used, worn, or altered condition.

  • In exceptional cases, at the sole discretion of Ofelia for Flowers & Event Management, a refund or exchange may still be granted without returning the product.

CASH-ON-DELIVERY (COD) RETURNS

  • For damaged/faulty/wrong items, the buyer must pay the initial shipping fee collected by the courier unless the product listing offered free shipping.

  • For change-of-mind requests, all actual and return shipping fees are the responsibility of the buyer even for listings with free shipping.

  • If the seller cannot replace the faulty/wrong item, a refund will be issued, including the shipping cost originally paid.

  • Payment for exchange items will be collected upon final delivery and buyer acceptance.

EXCHANGES Exchanges are subject to the return and inspection of the original item. If the replacement product is unavailable, the buyer may:

  • Opt for a refund,

  • Wait for restocking,

  • Or choose another item of equal value. If unsatisfied with the exchange, the buyer may proceed to request a refund.

REFUNDS Refunds are initiated automatically in the following cases:

  • Order is canceled by the seller.

  • The system cancels the order due to a shipping delay.

  • The seller approves a buyer’s cancellation or refund request.

  • The item was not delivered after the guarantee period.

Refund Processing:

  • Refunds will be processed within 14 working days of approval.

  • Refunds are issued to the original payment method (bank or credit card).

Mode of Refund:

  • Bank transfer/debit card: Processed after the return is received and approved.

  • Credit card: Refunded through the original card. Timelines may vary based on your bank’s processing time.

  • No deductions will apply if the request complies with our Returns, Exchanges & Refunds Policy.

SELLER/MANUFACTURER RIGHTS The seller may dispute any refund/exchange request. In such cases, the dispute resolution terms outlined in our main Terms and Conditions shall apply. Some products may be marked as non-returnable or non-refundable, and such terms will be clearly stated in the listing.

COMMUNICATION We encourage clear communication between the buyer and seller regarding concerns or issues. Ofelia for Flowers & Event Management reserves the right to amend this policy at any time. Any updates will be published on our website with the effective date.