RETURN & EXCHANGE POLICY
Ficus Flora – Flower & Gift Boutique (Canada)
We want every customer to be happy with their order. Because fresh flowers and custom arrangements are perishable products, we do not accept returns for change of mind. Returns are available only for items that arrive damaged, defective, or not as described.
1. Returns – defective or damaged items only
A return is possible only for products with defects or damage that occurred before the order reached you.
- Please contact us within 24 hours of delivery for fresh flowers and arrangements.
- For non-perishable items (vases, gifts, décor) please contact us within 7 days of delivery or pickup.
- Provide your order number and clear photos of the issue so we can review what happened.
After reviewing your request, we may offer:
- a free replacement of the affected product, or
- a full or partial refund, depending on the situation.
2. Exchanges
Exchanges are available when:
- the product has a manufacturing defect or arrived damaged, or
- for non-perishable items such as vases and gifts that are unused and in original condition.
Exchanges for non-perishable items are possible within 7 days from the date of delivery or pickup.
3. Non-returnable & non-exchangeable items
The following items cannot be returned or exchanged, unless they are defective on arrival:
- fresh flowers and bouquets;
- custom and made-to-order arrangements;
- seasonal or promotional items marked as “final sale”.
4. Return shipping costs
If a return is approved, return shipping or delivery back to us is usually paid by the customer, unless the item arrived damaged or defective due to our error. In that case, we will cover reasonable return or redelivery costs.
5. How to request a return or exchange
To request a return or exchange, please contact us:
- by email: info@ficusflora.shop
- or through the contact form on our website.
Please include your full name, order number, photos (if applicable), and a brief description of the issue.
6. Additional information
Ficus Flora reserves the right to refuse a return or exchange if the product was used, not kept in appropriate conditions, or if the request is made after the time limits mentioned above. This policy applies to orders delivered and sold within Canada.