Cancellation, Returns & Refunds Policy

Flora & Decor

Flora & Decor is committed to providing fresh, thoughtfully arranged flowers and a positive customer experience. This policy explains how cancellations, returns, refunds and complaints are handled in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Order Cancellations

Customers who wish to cancel an order must contact Flora & Decor as soon as possible, providing their order number and cancellation request.

Because flowers are perishable and many arrangements are prepared specifically for individual customers, cancellation requests will be assessed according to the stage of preparation, the nature of the order, the notice provided and applicable legal requirements.

Where an order has not yet been prepared or procured, cancellation may be possible with minimal or no costs, as applicable. Where flowers have already been purchased, arrangements have been prepared, or customised work has commenced, reasonable cancellation charges may apply where legally permitted.

Any cancellation charge will be assessed fairly and in accordance with applicable legislation. Nothing in this policy excludes a customer's statutory cancellation rights.

2. Returns and Exchanges

Due to the perishable nature of fresh flowers, we generally do not accept returns based solely on a change of mind once an arrangement has been delivered and accepted.

However, customers may still have rights to a return, replacement, refund or other remedy where goods are defective, damaged, materially different from the agreed order, unsuitable in circumstances recognised by law, or otherwise covered by applicable consumer-protection legislation.

Any return request will be assessed according to the circumstances and the customer's rights under the law.

3. Damaged, Wilted or Incorrect Flowers

If your flowers arrive damaged, excessively wilted on arrival, or materially different from what you ordered, please contact us as soon as reasonably possible.

To help us assess the issue, please provide:

• Your order number or proof of purchase.

• Clear photographs of the flowers and any damage.

• A brief description of the concern.

Please report concerns promptly because flowers are perishable and their condition can change after delivery. Prompt reporting helps us investigate and determine an appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, partial refund, full refund or another appropriate remedy, subject to applicable law.

This reporting process does not remove or shorten any mandatory consumer rights.

4. Custom Bouquets and Flower Substitutions

Each bouquet is prepared with care, and the availability of particular flowers may vary depending on season, supplier availability and market conditions.

Where a particular flower, colour or wrapping material is unavailable, Flora & Decor may propose a suitable alternative that preserves the intended style, quality and overall value of the arrangement.

Material changes to an order will be communicated to the customer for agreement where appropriate. We will not rely on a substitution clause to justify supplying an arrangement that materially fails to meet the agreed order.

Custom-made arrangements remain subject to any applicable statutory consumer rights.

5. Refunds

Where a refund is approved or legally required, it will be processed using the original payment method where reasonably possible, or another method agreed with the customer.

The processing timeframe will depend on the circumstances, the applicable legal requirements and the payment provider's procedures. We will communicate the expected timeframe to the customer.

Where a refund, replacement or other remedy is required by law, this policy will not be used to deny that entitlement.

6. Delivery Issues

Customers are responsible for providing accurate delivery details and any relevant recipient information.

If a delivery is delayed, delivered to an incorrect address due to an error on our part, or affected by another delivery problem, please contact us promptly so that we can investigate.

The resolution will depend on the circumstances, including the agreed delivery arrangements, the cause of the problem and the applicable consumer-protection requirements.

Nothing in this section limits remedies available to customers where Flora & Decor fails to fulfil its obligations.

7. How to Submit a Request

For cancellations, returns, refunds or complaints, please contact Flora & Decor through our official customer-service channels and include your order number, contact details and a description of the issue.

We aim to assess each request fairly, communicate clearly and resolve complaints as promptly as reasonably possible.

8. Your Consumer Rights

This policy is intended to operate alongside, and not replace, any rights available to consumers under South African law. Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Flora & Decor reserves the right to assess requests individually and apply this policy fairly and consistently with applicable law.

9. Contact information