🌿 Zarah Floristry – Returns & Refund Policy
At Zarah, every arrangement is handcrafted with care using fresh, seasonal blooms. Because flowers are perishable and custom-made, we have a returns and refund policy designed to protect product quality while ensuring fairness to our customers.
1. Freshness Guarantee
We guarantee that all arrangements leave our studio in fresh, healthy, and high-quality condition.
If your flowers arrive damaged or not as expected, please contact us within 2 hours of delivery with:
- A photo of the product
- Your order name and delivery details
This allows us to assess and resolve the issue quickly.
2. Non-Returnable Items
Flowers and floral arrangements cannot be returned once delivered, due to:
- Their perishable nature
- Exposure to temperature, handling, and environment outside our control
- Hygiene and quality standards
All sales of fresh flowers are therefore final.
3. Refund & Replacement Eligibility
You may qualify for a refund, credit, or replacement if:
- The arrangement arrives damaged, OR
- The order is significantly different from what was agreed upon (size category, product type, or color palette), OR
- The delivery was made to the incorrect address due to our error
If approved, Zarah will offer:
- A replacement arrangement, OR
- A partial refund, OR
- A full credit towards a future purchase
Refund method is at Zarah’s discretion, based on the nature of the issue.
4. Situations Not Eligible for Refund/Replacement
Refunds or replacements do not apply in the following cases:
- Flowers were not cared for according to our care instructions
- Customer provided the incorrect address, or no one was available to receive the delivery
- The product was delivered but no complaint was made within 2 hours
- Natural variations in colour, size, or bloom stages (every arrangement is unique and seasonal)
- Customer changed their mind after the arrangement has been created/prepared
- Delays caused by traffic, weather, or courier constraints (though we always try our best to meet delivery windows)
5. Order Cancellations
To cancel an order and receive a refund:
- Cancellations must be made at least 48 hours before the scheduled delivery day
- Orders canceled within 48 hours are subject to partial refunds or store credit, as materials and preparation may already be underway
6. Failed Delivery Attempts
If delivery cannot be completed because:
- No one is available to receive the order
- The address is incorrect or inaccessible
Zarah will:
- Attempt to contact the recipient/client
- Hold the arrangement for 3 hours for collection
- A re-delivery fee will apply, subject to availability
No refunds will be issued for failed deliveries due to customer error.
8. Contact Us
For any concerns or support, please message us directly on WhatsApp within business hours here.
We’re always here to help ensure you have the best Zarah Floristry experience 🌿🤍
