At Fresh Flower Shop Lahore, your satisfaction is our priority. Because we deal in perishable fresh flowers and handcrafted arrangements, our refund and return policy is designed to be fair while accounting for the nature of our products. Please read this policy carefully before placing an order.
1. Nature of Our Products
Our products include fresh flower bouquets, flower boxes, floral arrangements, teddy bears, gift sets, cakes, and decorative items. Fresh flowers are perishable by nature and their condition can be affected by factors outside our control after delivery (such as storage environment and temperature). We take every measure to ensure flowers are fresh and beautifully arranged at the time of dispatch.
2. Eligibility for Refund or Replacement
2.1 You May Qualify for a Refund or Free Replacement if:
- The flowers delivered are visibly wilted, damaged, or significantly different from what was ordered
- The wrong product, size, or arrangement was delivered
- The order was not delivered within the agreed time window without prior notice from us
- The product arrived in a damaged or broken condition (applicable for gift sets, teddy bears, etc.)
- A significant portion of the order was missing
2.2 Refunds & Replacements Are NOT Available for:
- Slight natural variations in flower color, size, or shape compared to website photos (flowers are natural products)
- Issues arising from improper storage or handling by the customer after delivery
- Change of mind after the order has been prepared or dispatched
- Customized or personalized orders where the customization was completed as requested
- Orders where incorrect delivery address or contact information was provided by the customer
- Delay claims where delivery was attempted but recipient was unavailable
3. How to Request a Refund or Replacement
To initiate a complaint, please follow these steps:
- Contact us within 24 hours of receiving your order
- Reach out via WhatsApp: wa.link/b852c0 or call 0300-1245008
- Provide your order number and a clear photograph of the issue
- Describe the problem in detail
Claims submitted after 24 hours of delivery may not be eligible for a refund or replacement. We assess each case individually.
4. Resolution Options
Upon reviewing your complaint, we will offer one of the following resolutions at our discretion:
- Full or partial refund to your original payment method
- Store credit for future orders
- Free replacement delivery of the same or similar product
We aim to resolve all complaints within 48 hours of submission.
5. Order Cancellation
5.1 Cancellations by Customer
- Orders cancelled more than 4 hours before the scheduled delivery time: Full refund
- Orders cancelled less than 4 hours before the scheduled delivery time: 50% refund (preparation costs may have been incurred)
- Orders cancelled after dispatch: No refund (you may receive the order regardless)
- Same-day and midnight delivery orders: Cannot be cancelled once placed
5.2 Cancellations by Fresh Flower Shop
In rare circumstances (such as severe weather, unavailability of specific flowers, or force majeure), we may need to cancel or modify your order. In such cases, we will notify you promptly and offer a full refund or suitable alternative.
6. Refund Processing
Approved refunds will be processed within 5–7 business days. The time for the amount to reflect in your account depends on your bank or payment provider. We process refunds through the same payment method used for the original order where possible.
7. Non-Returnable Items
Due to hygiene and perishability reasons, the following items cannot be returned once delivered:
- Fresh flower bouquets and arrangements
- Cakes and edible items
- Opened or used gift sets
- Custom or personalized orders
8. Event & Bulk Orders
For wedding, corporate, or bulk event orders, separate cancellation and refund terms may apply as agreed in your booking contract. Please discuss these terms at the time of booking.
9. Contact for Refund Queries
- Phone / WhatsApp: 0300-1245008
- Website: freshflowershoplahore.com
- Operating Hours: 9:00 AM – 10:00 PM, All Days