Refund policy

Sofia Luxe Flowers Refund Policy

We offer a full refund, in case:
- an order is not fulfilled for some reason.
- we are not able to deliver your order due to items being out of stock.
- cancellation/return of the order.

An order not fulfilled due to: wrong address/phone number or if we can not reach the recipient by means provided or the recipient refuses the order, we do NOT offer full or partial refund for perishable items such as flowers.

If an arrangement with the sender is in place for alternative delivery date, the sender assumes responsibility for the condition of the flowers.

However, we will offer a full refund on any other non perishable products.
The due amount will be charged back to the originating account.

All refunds are processed and submitted to the bank within 7 working days* of receipt of your refund request. Thereafter, the bank will apply the credit to your credit card account. The time frame for the credit to manifest in your credit card statement is defined by the bank.

Substitution Policy Substitution may be necessary to ensure your order arrives on time, i.e. a specific basket, vase, soft toy, color etc. Our florists will substitute a similar element of equal or greater value. We use only the freshest of flowers and fruits and so will make substitutions depending on seasonal availability for those items. While we will deliver the types, number of stalks and colors of main flowers that are ordered, however, the fillers, wrappers or the way the flowers are arranged may be different from the image posted. The end product will always be maintained to its professional standard, quality and value. We will change or modify to other product designs of the same value if the colors and flower types are not available. Although this is rare, it can happen when supply is low or demand is exceptionally high during a particular season. In single-variety arrangements, variety will take preference over color.

For example, if we are out of 'red roses', we will substitute another color of roses, not another flower. Wherever possible, customers will be informed of any major changes to the product before delivery if there is sufficient time. We are not obligated to notify costumers about the status of the order at any time. Status is updated on the website. Return Policy Our return policy is simple and hassle-free.
You may return any item for a full value on the item purchase price - excluding shipping & handling fees, as long as the product is in its original condition and must not be removed from its original packaging. Return request must be made within 24 hours of receipt of your orders. We are unable to accept returns on perishable items.

Please note: No refund/return claims will be accepted 24 hrs. after the delivery is completed. We deal with perishable products and if you need to make a claim for product and or request a refund for none delivery, this must be done within 24 hours of the selected delivery date.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.