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Sign up + Free shipping on orders over $450

Refund & Return Policy

Effective Date: March 1, 2026

1. GENERAL POLICY

Due to the perishable nature of floral products, all sales made through Pètal are considered final. Flowers, plants, and related items are time-sensitive and cannot be returned once delivered.

This Refund & Return Policy outlines the limited circumstances under which a refund, replacement, or store credit may be issued.

By placing an order, you agree to the terms set forth in this Policy.

2. NON-RETURNABLE ITEMS

The following items are strictly non-returnable:

  • Fresh flowers and floral arrangements

  • Custom bouquets and made-to-order designs

  • Event and large-scale floral orders

  • Perishable goods of any kind

Returns are not accepted under any circumstances due to health, safety, and quality control reasons.

3. ELIGIBLE CLAIMS

We may offer a refund, replacement, or store credit only under the following conditions:

3.1 Damaged Products

If the product arrives visibly damaged or compromised in quality at the time of delivery.

3.2 Incorrect Order

If the item delivered does not match the order placed.

3.3 Significant Deviation

If the delivered product significantly differs from the description or intended design style (excluding acceptable substitutions as described in our Substitution Policy).

4. CLAIM REQUIREMENTS

To submit a valid claim, the customer must:

  • Notify us within 24 hours of delivery

  • Provide clear photographic evidence of the issue

  • Include the order number and a description of the problem

Failure to meet these requirements may result in denial of the claim.

5. NON-ELIGIBLE CLAIMS

Refunds, replacements, or credits will NOT be issued in the following situations:

  • Minor differences in color, size, or flower type

  • Natural variations due to seasonality

  • Personal preference or dissatisfaction with style

  • Claims submitted after the 24-hour window

  • Incorrect or incomplete delivery information provided by the customer

  • Recipient unavailability at the time of delivery

  • Delays caused by external factors (traffic, weather, access issues)

  • Improper care of flowers after delivery

  • Requests based on subjective expectations not aligned with product description

6. SUBSTITUTIONS

Due to seasonal availability and supply conditions:

  • We reserve the right to substitute flowers or materials

  • Substitutions will maintain equal or greater value

  • Overall style, color palette, and design integrity will be preserved

Substitutions do not qualify as a valid reason for refund.

7. DELIVERY-RELATED CONDITIONS

Once a delivery has been completed:

  • Responsibility for the product transfers to the customer or recipient

  • We are not liable for damage, theft, or environmental exposure after delivery

  • If the product is left at the delivery location per instructions, it is considered successfully delivered

8. RESOLUTION OPTIONS

If a claim is approved, we may, at our sole discretion, provide one of the following:

  • Replacement of the product

  • Partial refund

  • Full refund

  • Store credit for future purchases

The method of resolution will be determined based on the nature and severity of the issue.

9. REFUND PROCESSING

  • Approved refunds will be issued to the original payment method

  • Processing times may vary depending on the payment provider

  • We are not responsible for delays caused by financial institutions

10. CHARGEBACKS & DISPUTES

Customers agree to contact us directly before initiating a chargeback.

We reserve the right to:

  • Dispute fraudulent or unjustified chargebacks

  • Provide evidence of order fulfillment, delivery confirmation, and policy agreement

Abuse of chargeback mechanisms may result in restriction of future purchases.

11. EVENT & CUSTOM ORDERS

For event-related or large custom orders:

  • Deposits are non-refundable

  • Once production has begun, the order is non-refundable

  • Changes or cancellations may not be possible

Specific terms may be outlined in a separate agreement.

12. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Pètal shall not be liable for:

  • Indirect or consequential damages

  • Emotional dissatisfaction

  • Loss of business or opportunity

  • Delays beyond our control

Our total liability shall not exceed the amount paid for the order.

13. RIGHT TO REFUSE CLAIMS

We reserve the right to refuse any refund or claim if:

  • The claim does not meet the criteria outlined in this Policy

  • Evidence is insufficient or misleading

  • The request is deemed abusive or fraudulent

All decisions are made at our sole discretion.

14. POLICY CHANGES

  • We reserve the right to update or modify this Policy at any time without prior notice.

  • Continued use of our services constitutes acceptance of any updates.

15. CONTACT INFORMATION

If you have any questions or wish to exercise your rights, please contact:
57 Via Amistosa, F
Rancho Santa Margarita, California 92688
United States

Phone: 818 588 7873
Email: petalbouqet@gmail.com

By placing an order with Pètal, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.

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