Refund & Satisfaction Policy
Refund & Satisfaction Policy – LyraFlora
At LyraFlora, flowers are fresh, perishable products prepared specifically for each order. For this reason, physical returns are not accepted once delivery has been completed.
That said, every order is covered by our Freshness and Satisfaction Guarantee, so you can place your order with confidence knowing we will respond fairly if something does not meet expectations.
By placing an order on our website, you confirm that you have read and agree to this Refund & Satisfaction Policy.
1. Freshness and Quality Commitment
Each arrangement is prepared with care to arrive fresh, in good condition, and consistent with the product description. If your order does not meet this standard, we will review the situation and offer an appropriate solution.
2. Replacements, Re-deliveries, and Refunds
If you are not satisfied with your order, you must contact us within 24 hours of delivery.
Depending on the situation, we may offer one of the following solutions:
- A re-delivery of a similar arrangement at no additional cost
- A replacement with an item of equal or greater value
- A refund to the original payment method
To process your request efficiently, we may request photos of the delivered product.
3. Delivery Guarantee
If we are unable to complete delivery due to an error on our part, you will be offered either a full refund or a re-delivery at no additional cost. We will contact you as soon as possible to arrange a fair solution.
If delivery cannot be completed due to incorrect or incomplete address details, incorrect destination selection, or recipient unavailability, additional delivery charges may apply for a second attempt.
Delivery fees vary by location.
If an incorrect city or locality is selected during checkout and this affects delivery costs or fulfillment, we will contact you to confirm any necessary adjustments before proceeding.
If an order is successfully delivered and the recipient chooses to refuse the product, the order will be considered fulfilled and no refund will apply.
4. Substitutions and Design Variations
Due to seasonal availability or local supply conditions, certain flowers, containers, accessories, or packaging may occasionally be unavailable.
In such cases, substitutions will be made using items of equal or greater value, while maintaining the overall style, color harmony, and intent of the original design.
Product images displayed on our website are referential. Natural variations in flower color, shape, or presentation may occur depending on season and location.
5. Cancellations
Orders may be canceled up to 48 hours before the scheduled delivery date, in which case a full refund will be issued.
Same-day orders cannot be canceled, as preparation begins immediately.
Cancellation requests made with less than 48 hours’ notice may not be refundable if the order has already been prepared or dispatched.
6. Delivery Dates, Times, and Same-Day Service
We guarantee delivery on the selected delivery date, but we cannot guarantee a specific delivery time unless explicitly confirmed during checkout at least 24 hours in advance.
Standard delivery hours are typically between 9:00 AM and 7:00 PM local time, though this may vary by location and circumstances.
Same-day delivery is available in many locations, depending on:
- Order placement time
- Destination
- Local florist capacity
When same-day delivery is selected, we make every reasonable effort to fulfill it. If same-day delivery is not possible, we will contact you as soon as possible to offer an alternative solution, including next-day delivery, substitution, or refund.
Saturday deliveries follow similar cutoff rules.
For Sundays and public holidays, we recommend placing orders at least 48 hours in advance.
Orders placed during weekends or holidays outside of special dates may be delivered on the next business day.
Special items such as breakfast baskets or curated gift sets require 48 hours’ notice due to additional coordination.
7. High-Demand Dates
During peak occasions such as Valentine’s Day, Mother’s Day, and Christmas, substitutions may occur more frequently due to high order volume.
In all cases, we maintain the original value, quality, and design intent of the arrangement.
On these dates, delivery may occur one day earlier than selected to ensure timely arrival. If this is necessary, we will contact you in advance for confirmation.
If delivery on the selected date is not possible, we will notify you as early as possible to arrange the best alternative.
8. Refund Processing
Approved refunds are processed to the original payment method within 5–7 business days. Processing times may vary depending on your bank or payment provider.
9. Recipient Availability
If the recipient is unavailable at the time of delivery, we will attempt to contact them using the provided phone number.
When appropriate, the arrangement may be left with a family member, neighbor, building reception, or concierge, provided it is considered safe.
If delivery cannot be completed and a second attempt is required, additional charges may apply.
If the recipient refuses the order, the flowers will be returned to the florist, the order will be considered fulfilled, and no refund will be issued.
10. Cases Not Eligible for Refund or Replacement
Refunds or replacements will not be issued for:
- Claims reported more than 24 hours after delivery
- Delivery issues caused by incorrect or incomplete recipient information
- Orders refused by the recipient for personal reasons
- Circumstances beyond our control, including extreme weather, natural disasters, or transportation disruptions
11. Returns
Due to the perishable nature of our products, physical returns are not accepted. When applicable, resolutions are handled through replacements, re-deliveries, or refunds.
12. Fraud Prevention
Our Freshness and Satisfaction Guarantee applies only to legitimate, verifiable claims. LyraFlora reserves the right to reject claims that are fraudulent, abusive, or repetitive.
13. Alcoholic Beverages
Some products may include alcoholic beverages.
- Purchases are restricted to customers who meet the legal drinking age in the destination country
- By placing an order, the purchaser confirms legal eligibility and assumes full responsibility
- LyraFlora cannot verify the recipient’s age
- Orders containing alcohol may be modified, canceled, or rejected if prohibited by local regulations
14. How to Submit a Claim
To submit a claim, please contact us within 24 hours of delivery and provide:
- Order number
- Recipient name and address
- Clear description of the issue
- Photos of the delivered product
Our team will review your request and respond with a fair and timely resolution.
15. Our Commitment
We value the trust you place in us.
If something does not go as expected, we will work with you to resolve it through a replacement, re-delivery, or refund, in accordance with this policy.
