Refund policy

At Ema Florals, we take pride in providing fresh, beautiful flowers and exceptional service. Your satisfaction is important to us.

Please review our return and refund policy below:

1. Freshness Guarantee

• Flowers are perishable items. We guarantee the freshness and quality of all arrangements at the time of delivery or pickup.

• If your flowers arrive damaged, wilted, or not as described, please notify us within 24 hours of delivery.

2. Eligibility for Refund or Replacement

• Refunds or replacements are only provided if:

  • The wrong flowers or arrangements were delivered.

  • Flowers arrived damaged or significantly below quality standards.

  • An item ordered is out of stock and cannot be substituted (we will offer alternatives in this case).

• To request a refund or replacement, contact us at [phone/email] with:

  • Order number

  • Photo of the flowers (if damaged)

  • Description of the issue

3. Exclusions

• We cannot accept returns of flowers once they have been delivered or picked up due to their perishable nature.

• Issues reported after 24 hours of delivery are not eligible for a refund.

4. Refund Process

• Once your claim is verified, we will:

  • Issue a replacement arrangement, or

  • Provide a full or partial refund, depending on the situation.

• Refunds are processed within 5–7 business days to the original payment method.

5. Cancellations

• Orders can be canceled up to 24 hours before the scheduled delivery/pickup for a full refund.

• Cancellations within 24 hours may be eligible for a partial refund or store credit, depending on preparation status.

6. Substitutions

• In rare cases where a flower is unavailable, we may offer a similar substitute of equal or higher value. You will be notified and can approve or decline the substitution.