Refund and Returns Policy

1. Order Changes & Cancellations

We understand that plans may change, and we will do our best to accommodate your requests.

  • Order Modifications:

    • You may request modifications (e.g., bouquet type, delivery address, card message) within 6 hours of placing the order.
    • Same-day delivery orders (placed by 10:00 AM) cannot be modified.

  • Order Cancellations:

    • Orders can be canceled at least 2 days before delivery (48 hours).
    • In rare cases, cancellations may be accepted up to 24 hours before delivery, at Floral.mu’s discretion.
    • Once a cancellation is approved, a refund will be issued within 48 hours in accordance with our refund policy.

🚫 Cancellations requested less than 24 hours before delivery will not be accepted.

 

2. Refund Policy

Refunds for eligible orders will be processed as follows:

  • Original payment method: Refunds will be issued back to the original payment method used during checkout.
  • International bank transfers: If the payment was made via an international bank transfer, the refund will be provided as a store credit coupon code.

Refunds will be processed within 48 hours after approval.


3. Returns & Complaints

We take pride in the quality and freshness of our flowers. However, if you experience any issues with your order, please review our return policy below:

  • Damaged or Defective Flowers: If your bouquet arrives damaged or in poor condition, you must report it within 24 hours of delivery by contacting sales@floral.mu with clear photos of the issue.
  • Non-Perishable Items: For non-perishable products, any return request must be made within 2 days of delivery.

Important Notes:

  • If the delivery fails due to recipient unavailability, the order will be sent to our drop point partner in Floreal, where it must be collected within 24 hours. After that, it will be discarded with no refunds issued.
  • Note that delivery fees + any transactional fee is not refundable.
  • Accepted returns must be in original packaging and unused to qualify for a replacement or refund.
 
 

4. Availability of Flowers & Replacements

We strive to deliver the exact bouquets shown in our product images. However, due to seasonal availability and supply constraints, substitutions may be necessary.

  • Replacements will only be made in unavoidable cases, ensuring the design remains as close as possible to the original.
  • The overall aesthetic, color scheme, and style will be maintained while using similar flowers of equal or greater value.
 
 

5. Coupons & Gift Cards

  • Only one coupon or gift card can be applied per order.
  • Discounts and promotional offers cannot be combined unless explicitly stated.
 
 

6. Handmade Gifts & Artisanal Products

In addition to flowers, Floral.mu offers handcrafted gifts, including cakes, chocolates, and artisanal crafts from select partners. Please note:

  • As each item is handmade and unique, slight variations in design and appearance are expected.
  • No refunds or exchanges are provided for handmade gifts unless the item arrives damaged or incorrect.
  • If you receive a damaged or incorrect handmade item, you must report it immediately upon delivery or notify us via email at info@floral.mu with supporting photos.
  • To be eligible for a return, the product must be unused and in its original condition.