Refund policy
Return Policy
Solflora aims to provide the best customer service available. Solflora understands and appreciates the concerns of Internet shoppers regarding the security and proper fulfilment of their orders. We have established this return/refund policy to provide our customers with a complete understanding of how replacement orders or refunds are processed:
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. If any customer claims an order was damaged, we ask that we are given at least 24-48 hours to investigate and to determine what has happened as each and every case can be different. We reserve the right to attempt a redelivery if this occurs.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as edible items, fresh flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Failed Delivery Attempt
If any customer claims an order was not delivered, we ask that we are given at least 24-48 hours to investigate and to determine what has happened as each and every case can be different. We reserve the right to attempt a redelivery if this occurs.
If it is determined that Solflora did not make the delivery attempt, it is our policy that we will provide the customer, either with a refund or redelivery.
If an order is filled and delivered to the recipient and there is a question of the quality of the arrangement, the recipient should contact Solflora to discuss further options. In almost every case, Solflora will gladly replace the arrangement. To request a replacement, Solflora must be contacted within 24 hours of the delivery.
Bear in mind that flowers are perishable and proper care is required. It is the responsibility of the recipient to water and take care of the arrangements. No refunds or replacements will be made for any order should the recipient or sender not notify Solflora within 24 hours of the original delivery date.
Solflora reserves the right to reject any order provided to us that we deem questionable or possibly fraudulent.
Substitutions Policy
"Substitutions Allowed" – Solflora will always attempt to fulfil an order as closely as possible to the pictured item. However, if the container, flowers or other items that comprise the order are unavailable, those components may be substituted with content equal to the original value of the order whilst maintaining a similar look and feel of the design.
Order Cancellation Policy
Should any customer place an order through Solflora and then need to cancel the order, the cancellation must be made prior to the delivery of the order. If the order contains perishable goods (such as edible items, fresh flowers, or plants), custom products (such as special orders or personalized items), no refund can be issued. Situations such as 'change of mind' or 'just don't like the item anymore' will not be entertained and no refund can be issued.
Cancellations will not be accepted if a customer places an order but provides information that prevents direct delivery, such as in the case of a wrong office or home address. The customer can obtain new information so that the order can then be properly delivered using correct information.
Solflora is not responsible for any order where the recipient refuses to accept the item. Solflora will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item or refuses delivery.
You can always contact Sol Flora Marketing (Reg No. 201803277568(002867678-V)) for any return question at solfloradesigner@gmail.com.