Refund policy

Returns and Refund Policy for Merci Flowers

At Merci Flowers, we take great pride in providing our customers with high-quality flowers and exceptional service. Your satisfaction is our top priority, and we aim to ensure a seamless and enjoyable shopping experience. However, we understand that there may be instances where you may need to return a purchase or seek a refund. Please read our Returns and Refund Policy carefully to understand your rights and responsibilities.

1. Returns Policy:

We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with the flowers or products you receive from us, please contact our customer service team within 24 hours of receiving your order.

1.1 Fresh Flowers:

  • For fresh flower arrangements, please notify us within 24 hours of receiving the order if you are dissatisfied with the quality of the flowers.
  • Please provide clear photos of the flowers in question to help us assess the issue.
  • We will review your request and determine the best course of action, which may include a replacement or a refund, depending on the circumstances.

1.2 Non-Floral Products:

  • For non-floral products, such as vases or accessories, returns are accepted within 14 days of receipt.
  • The items must be in their original condition, unused, and in their original packaging.
  • You are responsible for the return shipping costs.

2. Refund Policy:

2.1 Fresh Flowers:

  • Refunds for fresh flowers are provided in cases where we determine that the quality of the flowers does not meet our high standards.
  • Refunds will be processed within 5 business days of the approval of your request.
  • The refund will be issued to the original payment method used for the order.

2.2 Non-Floral Products:

  • Refunds for non-floral products will be processed once the returned items are received and inspected.
  • Refunds will be issued within 5 business days to the original payment method used for the order.
  • Please note that the return shipping costs for non-floral products are not refundable.

3. Cancellations:

If you wish to cancel your order, please contact us as soon as possible. Cancellations for fresh flower orders can be made up to 24 hours before the scheduled delivery date. If you have selected same day delivery at checkout cancellations will only be granted 3 hours after order processing. For non-floral products, cancellations are accepted until the items are shipped.

4. Contact Us:

If you have any questions, concerns, or would like to initiate a return or request a refund, please reach out to our customer service team via:

  • Email: taniel@merciflowers.co.za
  • Phone: 0117067709

Our dedicated customer support team is here to assist you and ensure your complete satisfaction with your shopping experience at Merci Flowers.

We appreciate your trust in us and look forward to serving you with beautiful floral arrangements and exceptional service.