Refund and Returns Policy

This is a sample page.

Last Updated: December 7, 2024

At flowersdeliveryistanbul.com, customer satisfaction is our top priority. We strive to ensure that every order is perfect and that your experience with us is seamless. However, we understand that there may be circumstances where a refund or return is necessary. Please read our detailed Refund and Returns Policy below to understand how we handle such requests.

1. Eligibility for Refunds and Returns

To be eligible for a refund or return, the following conditions must be met:

Damaged or Defective Products: If your flowers or floral arrangements arrive damaged or defective, you are eligible for a full refund or replacement. We require clear photographic evidence of the damage within 24 hours of delivery.
Incorrect Order: If the flowers or arrangement you received are not what you ordered, you are eligible for a full refund or replacement. We require photographic evidence and details of the incorrect item within 24 hours of delivery.
Delivery Issues: If your order was not delivered at the requested time or location, please contact us within 24 hours to address the issue. A full refund or redelivery may be offered depending on the situation.
Late Deliveries: We strive to ensure that all deliveries are made on time. However, if a delivery is delayed beyond our expected time window due to factors within our control, you are eligible for a full refund or redelivery.
Change of Mind: Due to the perishable nature of flowers, we are unable to accept returns or offer refunds for a change of mind after the flowers have been delivered.

2. Process for Returns and Refunds

If you meet the criteria for a refund or return, the following process applies:

Contact Us: Please contact our customer support team at [support@flowersdeliveryistanbul.com] with your order details, the reason for the return or refund, and any necessary evidence (photos, receipts, etc.).
Investigation: Our customer service team will review your request, including any supporting evidence, and determine the best course of action. This may involve contacting our delivery team for further clarification.
Resolution: After reviewing your case, we will notify you of the outcome. Depending on the situation, we will either issue a full refund or arrange for a replacement. In cases where a replacement is not feasible, a refund will be processed.

3. Refund Processing

Refund Method: Refunds will be issued to the original payment method used during the purchase. If the payment was made through a credit/debit card, the refund will be processed to the same card. Refunds will be processed within 7-10 business days from the approval of the refund request.
Partial Refunds: In certain cases, a partial refund may be issued, such as if only part of the order was incorrect or damaged, and the customer agrees to keep the rest of the items.
Non-Refundable Cases: Refunds cannot be processed in the following situations:
- If the flowers have been delivered successfully and there are no issues with quality or timing.
- If you change your mind after the delivery has been made.
- If the recipient refuses the delivery.

4. Cancellation Policy

Order Cancellation Before Delivery: If you need to cancel your order before it is dispatched, you can do so by contacting us directly. Orders can be canceled up to 12 hours before the scheduled delivery time for a full refund. Cancellations made after this period will not be eligible for a refund.
Order Cancellation After Delivery: Once the flowers are delivered, we are unable to cancel the order or issue a refund unless there is a valid reason outlined in the “Eligibility for Refunds and Returns” section.

5. Special Requests and Custom Orders

For custom or special requests, such as personalized flower arrangements or special delivery instructions, we make every effort to fulfill the request as per your specifications. However, due to the personalized nature of these orders, they are non-refundable unless they do not meet the requested specifications or arrive damaged.

6. Delivery Problems and Address Errors

Incorrect Delivery Address: Please ensure that the delivery address is accurate when placing your order. We are not responsible for refunds or replacements if the address provided is incorrect or incomplete.
Recipient Issues: If the recipient is unavailable at the time of delivery or refuses the flowers, we are unable to issue a refund. We will make reasonable efforts to reattempt delivery, but additional charges may apply.

7. Third-Party Services

For orders involving third-party services (e.g., same-day delivery services), we rely on their timeliness and accuracy. We are not liable for delays caused by third-party services but will assist in resolving any issues that arise.

8. Legal Rights

This Refund and Returns Policy does not affect your statutory rights as a customer. If you are entitled to a refund or compensation under local laws, those rights will remain unaffected by our policy.