Refund policy

 

Refund & Quality Policy

At ViviaFlora, we put our heart into every hand-crafted bouquet. Since flowers are natural and delicate products, we have designed a policy that respects their fragile nature.

1. Perishable Products (Fresh Flowers) In accordance with legislation regarding perishable goods, the standard 14-day right of withdrawal does not apply to fresh flower orders. Once a bouquet has been crafted or is out for delivery, the order cannot be canceled or returned.

2. Our Freshness & Quality Guarantee If, despite our best efforts, your experience is not perfect, here is our commitment to you:

-Damaged or Incorrect Bouquets: If your flowers arrive damaged or do not match your order, please contact us within 24 hours of delivery.-

-Photographic Evidence: To process any claim, a clear photo of the bouquet (including its packaging) is required. This helps us understand what happened and improve our service.

-Our Solutions: Depending on the situation, we will either arrange a complimentary redelivery of fresh flowers or issue a partial or full refund.

3. Delivery Issues

Incorrect Address: We cannot be held responsible if the delivery address provided is incorrect or incomplete. Please double-check the recipient's details before finalizing your order.

Recipient Not Home: As we handle our own deliveries, our couriers will do their best to leave the bouquet in a safe place (neighbor, front desk) or leave a delivery notice. In such cases, no refunds can be issued for flowers left unattended.

4. Non-Perishable Items (Vases, Accessories) For non-perishable items, you have 14 days after receipt to return them in their original packaging, at your expense, for a full refund.

5. Need Help? For any questions regarding your order, please email us at contact@viviaflora.com with your Order Number in the subject line. We aim to respond within 2 hours during business hours.