Refund and Returns Policy – Floriwish.com

At Floriwish.com, we strive to provide an excellent shopping experience and high-quality products. However, if you encounter any issues, our refund and return policies are as follows:

1. Order Acceptance and Cancellations

  • Product Availability: All orders placed on Floriwish.com are subject to the availability of the products, the delivery area, and the available time slots. Orders may or may not be accepted based on these factors.
  • Order Cancellation: We may cancel an order if the product is unavailable or if there is an issue with the delivery. In such cases, the amount paid will be refunded in full to the Floriwish Wallet or bank account (as per the customer’s preference).

2. Refund Process

  • Refund Request: Refunds are processed only after the customer confirms the refund method (either Floriwish Wallet or bank account).
  • Refund Timeline:
    • Refunds to Floriwish Wallet are initiated within 48 hours of delivery.
    • Refunds to a bank account will be processed within 15 working days.

3. Address Change Requests

  • Free Address Change: You can request a free address change up to 24 hours before the scheduled delivery.
  • Chargeable Address Change: If the address change is requested within 24 hours of delivery, a charge of Rs. 200 will apply.
  • Non-acceptance: In certain cases, if the address change request cannot be fulfilled, the order will not be refunded or canceled.

4. Incorrect Pincode

  • Non-Serviceable Areas: If the entered pincode corresponds to a non-serviceable area, the order will be canceled, and no refund will be issued.
  • Incorrect Pincode: If the entered pincode is incorrect, and the correct one is provided later, delivery charges for the new pin code will apply. The order will not be canceled, and no refund will be issued if the customer refuses to pay the additional charge.

5. Cancellation and Refund Terms

  • Order Cancellation:
    • If you cancel an order 48 hours before delivery, a 10% cancellation fee will be deducted.
    • If you cancel an order within 24-36 hours before delivery, a 20% cancellation fee will be deducted.
    • If the order is canceled within 24 hours, no refund will be issued.
    • Same-Day Delivery Orders: Orders placed under the “Same Day Delivery” category cannot be canceled once placed.

6. Special Circumstances for Non-Refundable Orders

  • Delivery Failures Due to External Factors: If delivery is delayed due to extreme weather conditions, festivals, strikes, or other external factors, we cannot guarantee a refund. Orders will be delivered as soon as possible after the delay.
  • Recipient Unavailable: If the recipient is unavailable at the time of delivery and the delivery cannot be completed, the order will be canceled, and no refund will be issued.
  • Fraudulent Orders: Any order suspected of fraudulent activity may be canceled at our discretion, and no refund will be issued.

7. Returns & Replacements

  • Damaged or Incorrect Products: If you receive a damaged or incorrect product, please contact our Customer Service team within 4 hours of receiving the product for a resolution (replacement or refund).
  • Rakhi Orders: For Rakhi orders, in case of unavailability of a design, we will replace it with a similar or higher value alternative.
  • Plants: Plants should be watered upon receipt. If a plant or plant accessory is damaged, report it to us within 6 hours for a possible replacement. Dry leaves or stems are not considered damaged unless broken.
  • Special Occasion Deliveries: Orders placed for special occasions like Diwali, Valentine’s Day, Mother’s Day, etc., cannot be canceled once placed.

8. Delivery Terms and Limitations

  • One Delivery Attempt: We make only one delivery attempt. Please confirm the recipient’s availability before selecting the delivery time. If the recipient is unavailable, the order will be canceled, and no refund will be issued.
  • Delivery Timings: Delivery is subject to availability of time slots in the recipient’s location. For midnight deliveries, we deliver between 11:00 PM and 12:30 AM.
  • Special Circumstances: Delivery times may vary during high-demand periods (like festivals or special occasions). Please be aware that delivery could be delayed up to 52 hours during these times.
  • No Guarantee for Timely Delivery: During high-demand periods, like Valentine’s Day, Mother’s Day, New Year’s Eve, etc., timely delivery cannot be guaranteed. However, we make every effort to fulfill the order on time.

9. International Orders

  • Product Variations: For international deliveries, the product may vary slightly in shape, size, or brand depending on local availability.
  • Shipping Delays: Delivery might be delayed by +/- 2 days due to courier service or external factors.
  • Address Issues: Incorrect or incomplete addresses may result in non-delivery. Re-delivery will incur a new shipping fee, and no refund will be issued for undelivered packages.

10. Customer Responsibility

  • Correct Address and Pincode: It is the customer’s responsibility to provide the correct and complete delivery address, including the correct pincode. Orders with incorrect or incomplete addresses may not be delivered, and no refund will be issued.