Refund Policy

At Luxe Petals Co., we are committed to delivering floral arrangements that reflect the highest standards of quality, craftsmanship, and presentation. We recognize that fresh flowers are delicate and, on rare occasions, unforeseen circumstances may affect the condition or accuracy of an order. This Refund and Replacement Policy has been established to provide clarity, transparency, and assurance to our customers.

Commitment to Quality

Each arrangement is prepared with meticulous attention to detail to ensure it arrives in excellent condition. Should an experience fall below our standards, Luxe Petals Co. is committed to resolving the matter promptly and professionally.

Eligibility for Refunds or Replacements

Customers may be eligible for a refund, replacement, or store credit under the following circumstances:

  • Flowers arrive damaged, significantly wilted, or in poor condition at the time of delivery.
  • An incorrect arrangement is delivered.
  • A delivery failure occurs due to an error on the part of Luxe Petals Co.
  • The delivered arrangement materially differs from the order specifications.

Refunds or replacements are not available for minor natural variations in flower appearance, size, or arrangement, which are inherent to fresh, natural products.

Non-Refundable Items

The following items and services are not eligible for refunds due to their perishable or customized nature:

  • Any modifications or specific personalisations applied to a standard floral arrangement at the customer's request.
  • Seasonal or limited-edition bouquets subject to availability.
  • Add-ons such as vases or chocolates.

Customer Responsibility: Delivery Information

Luxe Petals Co. is not responsible for delivery failures or delays caused by:

  • Incorrect, incomplete, or unclear delivery addresses provided by the customer.
  • Unavailable recipients at the time of delivery when prior instructions were not provided.

Providing accurate information ensures smooth and timely delivery of your order.

Requesting a Refund or Replacement

To request a refund, replacement, or store credit, customers should:

  1. Contact Luxe Petals Co. within 24 hours of receiving the order.
  2. Provide clear photographs of the arrangement, if the request relates to damage or quality concerns.
  3. Include the order number and contact details to facilitate a prompt resolution.

Our customer service team will review the request and respond within 24 hours during normal business hours.

Refund Processing

Approved refunds will be processed to the original payment method used at the time of purchase, typically within 7 to 10 business days, depending on the payment provider. At the discretion of Luxe Petals Co., we may offer a replacement arrangement or store credit of equivalent value, subject to customer preference and product availability.

Contact Information

For any enquiries regarding refunds, replacements, or product concerns, please contact us:

Phone: +27 61 549 8941

Email: info@luxepetalsco.co.za