When things don't land right.

If we got it wrong, we'll make it right — fast, and without making you fight for it. We'd rather refund a borderline case than lose a customer's trust over GH₵ 200.

That said, some categories (perishables, custom items) genuinely can't be unmade once production starts. The sections below are honest about which is which.

You can cancel a standard order for a full refund up to 3 hours before the scheduled delivery window.

• Before 3-hour cutoff → full refund, no questions.
• Inside the 3-hour cutoff → 50% refund (we've already prepped the gift and dispatched the rider).
• After the rider has arrived at the delivery location → no refund, but we can re-route to a different address for a re-delivery fee if you reach us in time.

To cancel: WhatsApp us at +233 [YOUR WHATSAPP NUMBER] with your order reference (the CR-XXXX code on your confirmation).

You're entitled to a full refund or replacement (your choice) if:

• The gift arrived visibly damaged (broken stems, collapsed cake, smashed box).
• We delivered the wrong item.
• We missed the delivery window by more than 2 hours, where the date was time-critical (birthday, anniversary, funeral).
• We didn't attempt delivery at all (e.g., rider no-show, internal error on our end).
• The recipient was not contactable AND we failed to call you (the buyer) within 30 minutes of the failed attempt.
• A blueprint PDF download link failed within 7 days of purchase and we couldn't re-issue it.

You must report the issue within 48 hours of the delivery date, with photos where relevant. Reports after 48 hours may still be considered but at our discretion.

We can't refund:

• Orders cancelled after the rider has reached the delivery address.
• Failed delivery due to wrong address provided by you — but we'll attempt a corrected re-delivery for a fee.
• Custom orders (personalised cakes, custom bouquets, bespoke hampers) once production has begun.
• Blueprint PDFs that have already been downloaded.
• Subjective dissatisfaction with bouquet styling, where the arrangement was reasonable and consistent with our editorial standard. Flowers are hand-arranged; the result varies day to day with seasonal stock.
• QR memory cards once content has been published and viewed by the recipient.

Perishable items are inspected by our team before dispatch. If something arrived damaged:

• Take a clear photo within 4 hours of delivery (sooner is better — cut flowers wilt fast).
• Send the photo + order reference to us on WhatsApp.
• We'll typically respond within an hour with one of: replacement (if production schedule allows), partial refund, or full refund.

Note: cut flowers naturally last 4–7 days depending on stem type, care, and Accra humidity. We can't refund “they wilted after a week.” We can offer care instructions if you ask.

Custom orders (where you've worked with us on a brief): refundable in full until we send you the agreed quote and you confirm. Once confirmed and production starts, only refundable if the final product materially differs from what was agreed.

Blueprints (digital PDFs): refundable only if you haven't downloaded the file yet. Once you've hit the download link, the sale is final. We can't un-give a document.

The fastest path:

• WhatsApp: +233 [YOUR WHATSAPP NUMBER]
• Include: order reference (CR-XXXX), photos if relevant, and what outcome you'd prefer (refund or replacement).

Or by email at [email protected] with “Refund request” in the subject.

Once a refund is approved:

• Mobile Money (MTN, Telecel, AirtelTigo) → typically reflects within 1–3 business days.
• Visa / Mastercard → typically reflects within 5–10 business days, depending on your bank.
• International cards (diaspora) → up to 14 business days.

Refunds always go back to the original payment method. We can't refund to a different card or account.

Same policy applies, with two caveats:

• Currency conversion is at the rate your bank applies on the refund date. We refund the GH₵ amount you paid; FX differences are between you and your bank.
• International card refunds take longer (see Section 8). If it's been more than 14 business days and you don't see it, contact your bank first, then us.

We'd rather sort this out directly than via your bank. If you file a chargeback before contacting us, we may be unable to issue a separate refund, and we may suspend your account while the dispute is open.

For genuine fraud (you didn't make the purchase), contact your bank immediately AND let us know — we'll cooperate fully.

• Email: [email protected]
• WhatsApp: +233 [YOUR WHATSAPP NUMBER]