Cancellation and Refund Policy

Effective Date: 06 August 2026

Last Updated: 1 August 2026

This policy explains when an order may be cancelled and when a refund, partial refund, replacement or other resolution may be provided.

1. How to Request Cancellation

A cancellation request may be submitted through the website, WhatsApp, email or customer-support number. A request is effective only after acknowledgement by Flowers & Garlands.

2. Cancellation Before Confirmation or Payment

A future scheduled request or bulk enquiry may be cancelled without charge before final confirmation, procurement or payment.

3. Cancellation After Payment but Before Procurement/Delivery Booking

Where flower procurement, packing and delivery-partner booking have not begun, a full refund may be approved. The customer should submit the request as early as possible.

4. Cancellation After Procurement, Packing or Rider Assignment

Once flowers have been procured, reserved, packed or a delivery rider has been assigned, cancellation may be restricted because the products are perishable and third-party charges may already apply. Where cancellation is accepted, reasonable non-recoverable product, packing or delivery-partner charges may be deducted only after being communicated to the customer.

5. Cancellation After Pickup

An order cannot normally be cancelled after pickup. Any delivery exception will be reviewed individually. Borzo cancellation or partial-refund treatment may depend on whether the courier has initiated the order or reached the pickup point.

6. Cancellation by Flowers & Garlands

We may cancel an order because of product unavailability, quality concerns, incorrect pricing, payment failure, non-serviceable address, safety restrictions, delivery-partner unavailability or circumstances beyond reasonable control. If we cancel a paid order, the amount collected for the cancelled order will be refunded, unless an approved substitute or rescheduling option is accepted by the customer.

7. Refund or Resolution Eligibility

• Wrong product delivered.
• Materially incorrect quantity supplied.
• Flowers materially damaged or unusable at delivery.
• Product materially different from its description.
• Confirmed order could not be fulfilled.
• Duplicate payment collected.
• Payment succeeded but no valid order was created.
• Delivery failed for reasons within our control.

8. Situations Normally Not Eligible for Refund

• Change of mind after procurement or preparation.
• Minor natural variation in colour, size, shape or degree of bloom.
• Damage or deterioration caused after delivery.
• Incorrect storage, heat exposure, crushing, lack of ventilation or delayed use.
• Incorrect address or contact details supplied by the customer.
• Customer or recipient unavailability.
• Refusal to accept a correct and usable order.
• Quality complaint submitted without reasonable supporting evidence.

These exclusions do not limit rights that cannot be excluded under applicable consumer law.

9. Partial Refunds

A partial refund may be issued where only part of an order is affected, a quantity shortage is verified, or a reasonable cancellation/delivery charge is non-refundable.

10. Refund Method and Timeline

Approved online-payment refunds will ordinarily be initiated to the original payment method. Razorpay states that normal refunds may take approximately 5-10 business days to reflect, depending on the payment method and bank processing time. The customer will be notified when a refund is initiated, processed, failed or reversed.