Return, Refund and Cancellation Policy

Last updated: August 26, 2026

Each Petal and Pour floral arrangement is prepared specifically for its scheduled delivery or studio pickup date. Because fresh flowers are perishable and materials are sourced and prepared in advance, returns, refunds, cancellations, and order changes are subject to the following conditions.

Order Cancellations

Ready-to-order bouquets, Bloom Boxes, and other products purchased through our online store may be cancelled for a refund when the cancellation request is received at least 72 hours before the scheduled delivery or studio pickup time.

For example, if an order is scheduled for August 28 at 2:00 p.m., the cancellation request must be received no later than August 25 at 2:00 p.m.

Eligible cancellations are subject to a 3.5% cancellation fee, calculated on the total amount paid. This fee covers non-refundable payment processing costs. The remaining balance will be refunded to the original payment method.

Orders placed fewer than 72 hours before their scheduled delivery or pickup time are considered final immediately after the order is accepted. Cancellation requests received fewer than 72 hours before the scheduled delivery or pickup time are not eligible for a refund or exchange under Petal and Pour’s cancellation policy. This policy does not limit any rights that cannot be excluded under applicable law.

To request a cancellation, email petalandpourservice@gmail.com with your order number. The time at which the cancellation request is received will determine whether it falls within the eligible cancellation period.

Order Changes

Requests to change an order, including its delivery or pickup date, time, address, product, size, colour preference, card message, or other details, should be submitted at least 72 hours before the originally scheduled delivery or pickup time.

All changes are subject to availability and are not guaranteed until confirmed by Petal and Pour. Additional charges may apply if a requested change increases the cost of the order.

Changing or rescheduling an order does not automatically extend or restart the original cancellation period unless Petal and Pour confirms otherwise in writing.

Perishable and Final-Sale Products

Fresh flowers, plants, floral arrangements, and custom floral products are perishable and made or prepared for a specific customer and fulfilment date.

Once an order has been delivered or collected, it cannot be returned or exchanged due to a change of mind, personal preference, or failure to follow the provided care instructions.

This does not affect remedies that may be available when an order arrives damaged, is incorrect, or materially fails to conform to the order.

Natural Variation and Seasonal Substitutions

Flowers are natural and seasonal materials. Individual flower varieties, shades, textures, sizes, shapes, and stages of bloom may vary from the photographs displayed on our website.

Where a particular flower or material is unavailable or does not meet our quality standards, Petal and Pour may substitute it with another flower or material of similar character and equal or greater value.

Individual flower varieties and shades may vary slightly due to seasonal availability, while the overall design, size, style, and colour palette will remain consistent.

Reasonable natural variations and appropriate seasonal substitutions are not considered defects and do not, by themselves, qualify an order for a refund or replacement.

Damaged, Incorrect, or Materially Non-Conforming Orders

For every order, whether fulfilled through Local Delivery or Studio Pickup, Petal and Pour creates photographic and video records of the completed arrangement as part of our final quality-control process.

Local Delivery orders are photographed and recorded immediately before they are released for delivery. Studio Pickup orders are photographed and recorded immediately before they are made available for customer collection. These records document the overall appearance, design, size, colour palette, and condition of each product at the final stage before it leaves our care.

These photographs and video recordings are referred to collectively as our final quality-control records.

Final quality-control records will normally be retained for 24 hours following the completed delivery or studio pickup. However, all claims concerning a damaged, incorrect, or materially non-conforming order must be submitted within four hours of the completed delivery or studio pickup.

Any request for a copy of the photographs or video associated with an order must be included with a claim submitted within this four-hour period. The customer must email petalandpourservice@gmail.com, provide the relevant order number, and describe the reported issue.

Claims or requests for final quality-control records first submitted after the four-hour period are not eligible under this policy, and Petal and Pour is not obligated to retain or provide the associated photographs or video, except where required by applicable law. Retaining the records for 24 hours does not extend the four-hour claim period or create an entitlement to request the records after that deadline.

If an eligible claim is submitted within four hours, the relevant records may be retained until the claim, refund, payment dispute, or related matter has been fully resolved.

Please inspect your order as soon as it is delivered or collected. If an arrangement arrives seriously damaged, you receive an incorrect product, or the arrangement materially fails to conform to the order, you must contact us within the four-hour period.

Your email should include:

• Your order number.

• A description of the issue.

• Clear photographs showing the entire arrangement.

• Close-up photographs showing the damage or incorrect elements.

• Photographs of the packaging where relevant.

Please keep the arrangement and its original packaging until we have reviewed the issue. We may request additional photographs, videos, or information where reasonably necessary.

When reviewing a claim, we may consider our final quality-control photographs and video, photographs or video supplied by the customer, delivery or pickup records, and other relevant circumstances. Our final quality-control records are important evidence of the product’s appearance and condition before fulfilment, but they will not be treated as the sole evidence where damage may have occurred during delivery or handling before the customer received the order.

If our final quality-control records or the other available evidence confirms that the product had serious damage, was incorrect, or materially failed to conform to the order before or at the time of fulfilment due to an error attributable to Petal and Pour, we will issue either a full refund to the original payment method, or a replacement arrangement, by the customer's choice.

For less extensive verified issues, an appropriate resolution may include replacement of the affected flowers, a partial refund, or another reasonable resolution agreed upon with the customer.

Reasonable natural variations, stages of bloom, minor imperfections, and appropriate seasonal substitutions that preserve the overall design, size, style, and colour palette are not considered serious damage or material non-conformity.

Because flowers are highly perishable and can be affected by temperature, handling, transportation, water, and environmental conditions, concerns reported after the four-hour period may not be eligible for a remedy unless otherwise required by applicable law.

Floral Care and Conditions After Fulfilment

Fresh flowers naturally change and decline over time. Their condition and vase life may be affected by temperature, direct sunlight, drafts, water quality, handling, transportation, and care after delivery or pickup.

Petal and Pour is not responsible for deterioration or damage caused after fulfilment by:

• Failure to follow care instructions.

• Exposure to excessive heat, cold, direct sunlight, or drafts.

• Lack of water or unsuitable water conditions.

• Improper handling, transportation, or storage by the customer or recipient.

• Moving or altering the arrangement after delivery or pickup.

• Delayed collection after the selected pickup window.

• Normal characteristics, imperfections, or natural ageing of fresh botanical materials.

We do not guarantee a specific vase life because the lifespan of individual flowers and botanical materials varies naturally.

Failed Delivery and Missed Studio Pickup

Orders that cannot be delivered because of incorrect or incomplete delivery information, an inaccessible property, an unavailable recipient, refusal of delivery, unsafe conditions, or other circumstances outside Petal and Pour’s reasonable control are not eligible for a refund under this Policy. Where reasonably possible, redelivery or another arrangement may be offered at Petal and Pour’s discretion and may require an additional delivery fee.

Because our floral products are perishable, orders not collected during the selected Studio Pickup window are not eligible for a refund due to late collection, reduced freshness, or failure to collect. Customers who expect to be late or unable to collect their order should contact Petal and Pour as soon as possible. Alternative arrangements may be offered at Petal and Pour’s discretion but cannot be guaranteed.

Complete Local Delivery and Studio Pickup terms are provided in our Shipping Policy.

Weddings, Events, Installations, and Custom Orders

Weddings, Events, and Custom Floral Services

Wedding, event, corporate, installation, rental, and other custom floral services are not governed by the cancellation and refund terms applicable to standard online floral orders.

These services are governed by a separate written Floral Design Services Agreement, which will be provided to the Client for review before the Client signs the agreement and before Petal and Pour accepts any non-refundable retainer. The agreement will set out the applicable scope of services, pricing, payment schedule, cancellation and rescheduling terms, substitutions, rentals, delivery, installation, photography and videography, and other event-specific conditions.

Cancellations by Petal and Pour

In the unlikely event that Petal and Pour cannot fulfil an accepted order, we will contact the customer as soon as reasonably possible.

Depending on the circumstances, we may offer:

• A suitable replacement or substitution.

• A rescheduled delivery or pickup date.
  

• A full refund to the original payment method.

The customer may choose a full refund when Petal and Pour is unable to provide the ordered product or a reasonably acceptable substitute.

Refund Processing

Approved refunds will be issued to the original payment method.

Petal and Pour will initiate the refund promptly after approval. The time required for the funds to appear in your account depends on your bank, card issuer, Shopify, and the applicable payment provider.

Delivery fees and taxes associated with an order will be included when the entire order qualifies for a full refund. Partial refunds will be calculated according to the affected portion of the order.

Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer-protection law.

Contact

For cancellation requests, refund questions, or concerns regarding an order, please contact:

Petal and Pour
Email: petalandpourservice@gmail.com