Our Commitment to Service Excellence and Trust

Floraindia fully understands the sentiments and heartfelt gestures behind your orders. We know that the products you select are not just gifts, but powerful expressions of your love, joy, and celebrations. Your satisfaction and trust are our utmost priority.

To ensure we consistently meet this high standard of service, safeguard the integrity of our handcrafted products, and maintain operational consistency across PAN India delivery locations, we have established these clear policies. These guidelines are designed to establish clear, unambiguous expectations for every transaction, ensure fairness for every customer, and maintain the long-term integrity of our brand.

Order Refund & Cancellation Policy

1. Primary Return Policy (Perishable Goods)

Due to the perishable and customized nature of all fresh flowers, cakes, and other fresh food items, Floraindia does not offer returns or exchanges on delivered products. All sales of fresh and personalized items are final. However, we offer a strict Claim Window (defined below) for replacements or refunds in the event of damage or error.

2. Claim Window & GMC Compliance

We offer a replacement or refund only in the event of damage or error. All claims for damaged or incorrect items must be initiated within 1 calendar day (24 hours) of delivery/non-delivery. This 1-day period is the maximum acceptable window for any claim and aligns with the return policy period declared to Google Merchant Center (GMC).

3. Refund Scenarios

You are eligible for a full refund to your original payment method in the following situations:

Scenario	Action & Condition
Product Unavailability	Full refund to the original payment source if we are unable to fulfil your order due to product being out of stock in the service location.
Non-serviceable Location	Full refund if the requested address is outside our delivery area.
Accidental Duplicate Order	If we receive two identical, paid orders from the same customer due to an internet or banking error, we will keep one order on hold. We will attempt to contact the Buyer/Sender and, upon confirmation, issue a full refund for the duplicated order back to the original payment method as an ethical practice.
Premium Delivery Service Failure	If a customer has paid for a premium delivery service (such as Fixed Time or Midnight Delivery) and we are unable to honor the guaranteed time slot due to circumstances within our control, we will refund the full amount paid exclusively for that premium delivery charge. The base price of the product and standard shipping charge will remain non-refundable if the product is successfully delivered later on the same date.
Damaged Product Delivered	Full refund, partial refund, or replacement if an item arrives damaged, wilted, or incorrect, you must lodge your complaint within 24 hours of receiving the order. Provide supporting photographic proof of the damaged or incorrect product.

4. Non-Refund Scenarios (No Refund Issued)

Kindly note that refund will not be issued in the following circumstances:

• Recipient Refusal: If the recipient mentioned in the order refuses to accept the order/products for any reason.

• Incorrect/Incomplete Address: If the delivery address provided in the order is incorrect or incomplete, resulting in non-delivery or delivery to the wrong location.

• Unavailability: If the recipient is unavailable at the delivery address and the delivery personnel does not find anyone at the recipient's address within a reasonable time of their wait. In such a situation, the custom-prepared perishable product is considered waste and cannot be reused.

• Chargeback Dispute (Proxy Delivery): In the event a customer initiates a payment chargeback (e.g., via Visa) claiming non-receipt, where Floraindia can provide proof of delivery, transfer of possession, or acceptance by a third party (such as a hotel reception, concierge, security desk, or hospital staff) at the correct address provided by the customer, the chargeback will be vigorously disputed, and the customer will not be eligible for a refund from Floraindia. This constitutes acceptance of delivery as per our Terms of Service.

• Delivered Fraudulent Order: If an order placed using a fraudulent or misused payment method is successfully delivered before the fraud is confirmed, Floraindia will not issue a refund for the service and product rendered. Any claim for recovery of funds must be directed by the legitimate cardholder to their issuing bank via the formal chargeback process.

• Fixed Time Service Exceptions: The premium service refund guarantee is void if the delay is caused by the Buyer or the Recipient, including but not limited to: the Recipient not being available at the address, the address being incorrect, or the Buyer/Recipient requesting the delivery be placed on hold for a later time.

5. Cancellation Policy

Orders may be cancelled for a full refund only if the cancellation request is received 1 Day (24 hours) before the product is dispatched for delivery. As our products are custom-made daily, once an order enters the preparation or dispatch phase, cancellation is not possible.