Refund & Cancellation Policy

01 Nature of Our Products

All products sold by Flower Store Dwarka — including marigold garlands (gende ki mala), loose marigold flowers, roses, and other puja flowers — are fresh, perishable items that are prepared and dispatched on the same day of order.

Due to the perishable nature of fresh flowers, we have specific policies around refunds and replacements as described below.

02 Order Confirmation Process

Every order placed on our website goes through a mandatory confirmation call before it is processed:

• After you place an order online, our team will call you on your registered phone number to confirm the order details — product, quantity, address, and delivery time.
• The order is dispatched only after your verbal confirmation on this call.
• If we are unable to reach you, the order will not be dispatched until confirmation is received.
• This step ensures there are no accidental or incorrect orders — once you confirm, the flowers are freshly prepared for you.

You may cancel your order during the confirmation call or before it — simply decline when we call, and the order will be dropped with no charge.

03 No Refund Policy

No refunds are applicable once an order has been confirmed via our phone call and dispatched. This is because:

• All orders are Cash on Delivery — no advance payment is taken, so there is nothing to refund in most cases.
• Flowers are fresh and perishable — once prepared and dispatched for a confirmed order, they cannot be resold or reused.
• The confirmation call gives every customer a clear opportunity to review and cancel before any preparation begins.

Since you confirm the order personally before it is dispatched, we consider the order accepted at that point. If you are not satisfied at the door, you may refuse to accept the delivery and you will not be charged — but no cash refund will be issued after acceptance.

04 How to Raise a Complaint

If you have a complaint about your order — wrong product, damaged flowers, or non-delivery — please follow these steps:

• Contact us on the same day of delivery (fresh flower issues must be reported promptly)
• Describe the issue clearly — mention your name, phone number, and what went wrong
• If possible, share a photo of the flowers received

We will resolve your complaint within 1 business day through a replacement delivery or, where applicable, a refund.

05 Replacement Policy

We prefer to resolve issues through free replacement of your order rather than monetary refunds, as we want you to receive the fresh flowers you ordered.

• Replacement deliveries for quality issues will be arranged the same day or next morning
• Replacements are subject to flower availability on that day
• No additional charges for replacement deliveries due to our error

06 Bulk & Special Event Orders

For large orders (weddings, ceremonies, functions, etc.) involving advance payment:

• Cancellations made more than 48 hours before the delivery date: Full refund applicable
• Cancellations made 24–48 hours before delivery: 50% refund applicable (preparation costs incurred)
• Cancellations made less than 24 hours before delivery: Refund not applicable as flowers will already be sourced and prepared

Any advance payments for bulk orders will be refunded within 3–5 business days via the original payment method or in cash, as agreed.

07 Delivery Delays

We strive to deliver on time every day. However, in rare cases, delays may occur due to:

• Traffic, weather, or road conditions
• High volume during festivals (Diwali, Navratri, etc.)
• Incorrect or incomplete delivery address provided by customer

If a delivery is significantly delayed due to our fault, we will offer a free replacement or a discount on your next order. Delays caused by incorrect customer information are not eligible for compensation.

08 Contact Us

To cancel an order, raise a refund request, or report a quality issue, reach us at: