Refund Policy

Effective Date: January 25, 2024

At Orchard Florist, every floral arrangement and event decoration service is created with care, planning, time, and preparation. Because flowers are fresh, perishable, and often custom-designed for each customer or event, our refund policy is designed to be fair to both our customers and our business.

By placing an order, approving a proposal, paying an invoice, or confirming a service agreement with Orchard Florist, you agree to the terms of this Refund Policy.

1. General Refund Policy

All sales are considered final once an order has been confirmed, prepared, designed, delivered, installed, or completed.

Because flowers are perishable products and many of our services are custom-made, refunds are not guaranteed. Refund requests are reviewed on a case-by-case basis and depend on the order type, preparation status, delivery status, event date, and service agreement.

2. Custom Orders, Weddings, and Event Services

For weddings, corporate events, hotel decoration, private parties, celebrations, and custom floral design services, refunds are not accepted once the order has entered the discussion, planning, design, proposal, agreement, or preparation stage.

This includes, but is not limited to:

  • Wedding floral design
  • Event decoration planning
  • Custom centerpieces
  • Bridal bouquets
  • Ceremony flowers
  • Reception flowers
  • Corporate floral arrangements
  • Hotel or venue floral decoration
  • Large custom orders
  • Special flower sourcing
  • Floral installation services

Once the customer has discussed the design, approved the concept, accepted the quote, signed or agreed to a proposal, paid a deposit, or confirmed the service, Orchard Florist begins reserving time, preparing materials, planning designs, and sourcing flowers. For this reason, payments, deposits, and confirmed custom orders are non-refundable.

3. Non-Refundable Deposits

Deposits are required for many weddings, events, and custom floral services to reserve the event date, design schedule, consultation time, planning time, and production resources.

All deposits are non-refundable unless otherwise stated in writing by Orchard Florist.

A deposit does not only cover flowers. It may also cover consultation time, design planning, proposal preparation, communication, scheduling, supplier coordination, labor planning, and reserving availability for your event date.

4. Orders Already in Planning or Preparation

Refunds will not be issued if the order is already in discussion, planning, agreement, production, preparation, purchasing, delivery, or installation stage.

This includes situations where:

  • The customer has approved the quote or invoice
  • The customer has agreed to the floral concept or service plan
  • The customer has paid a deposit or full payment
  • Flowers, vases, containers, supplies, or materials have been ordered
  • Design planning or consultation has already started
  • Production or arrangement preparation has started
  • The delivery or installation schedule has been reserved
  • Orchard Florist has blocked the date and declined other possible bookings

5. Standard Flower Orders

For standard flower orders, such as bouquets or small arrangements, cancellation requests must be made as soon as possible.

A refund may not be available if:

  • The arrangement has already been made
  • Flowers or materials have already been purchased
  • The order is out for delivery
  • The order has already been delivered
  • The customer provided incorrect delivery information
  • The recipient was unavailable at the delivery location
  • The order was refused by the recipient
  • The request is made after the requested delivery date

If a cancellation request is received before preparation has started, Orchard Florist may approve a refund, partial refund, store credit, or rescheduling option at our discretion.

6. Same-Day and Rush Orders

Same-day orders and rush orders are usually processed quickly. Because preparation may begin immediately after confirmation, same-day and rush orders are non-refundable once accepted by Orchard Florist.

If we are unable to fulfill a same-day or rush order due to flower availability, delivery limitations, or scheduling conflicts, we may offer a substitution, reschedule the order, issue store credit, or provide a refund depending on the situation.

7. Flower Substitutions

Flowers are natural products and may vary based on season, market availability, supplier inventory, weather, and quality conditions.

Orchard Florist reserves the right to substitute flowers, greenery, colors, containers, or materials when necessary. Any substitutions will be made with care to maintain the overall style, color palette, quality, and value of the original design as closely as possible.

Substitutions do not qualify for a refund if the final arrangement follows the agreed style, value, and design direction.

8. Delivery Issues

Customers are responsible for providing accurate delivery information, including recipient name, phone number, full address, delivery date, preferred delivery time, gate code, building access instructions, and any special delivery notes.

Refunds will not be issued for delivery issues caused by:

  • Incorrect or incomplete address
  • Wrong recipient information
  • No one available to receive the order
  • Restricted building or venue access
  • Incorrect phone number
  • Refusal of delivery by the recipient
  • Customer failure to provide delivery instructions
  • Delays caused by traffic, weather, road closures, emergencies, or circumstances outside our control

If a second delivery attempt is needed, additional delivery fees may apply.

9. Event Cancellation by Customer

If a customer cancels a wedding, event, party, corporate booking, or custom floral service after the agreement, deposit, or planning stage, payments made may be non-refundable.

Depending on the timing and situation, Orchard Florist may offer one of the following at our discretion:

  • Rescheduling to a new date
  • Store credit
  • Partial credit toward future services
  • Adjustment of the floral order
  • Transfer of payment to another eligible order

Any rescheduling or credit option is subject to availability, flower sourcing, labor schedule, and written approval from Orchard Florist.

10. Rescheduling

We understand that event dates may change. If you need to reschedule, please notify us in writing as soon as possible.

Rescheduling may be allowed depending on:

  • Availability of the new date
  • Flower and material availability
  • Production schedule
  • Venue location
  • Supplier commitments
  • How close the request is to the event date

Additional fees may apply if the new date requires new flower orders, additional labor, revised planning, storage, delivery changes, or replacement materials.

11. Customer Dissatisfaction

If you are not satisfied with your order, please contact Orchard Florist as soon as possible on the same day of delivery or event setup.

To help us review the issue, customers may be asked to provide:

  • Order number or invoice number
  • Photos of the arrangement or product
  • Description of the concern
  • Delivery date and location
  • Any relevant communication or approved design reference

Because flowers are perishable, refund or replacement requests must be made promptly. Requests made after flowers have been handled, moved, damaged, exposed to heat, or kept for an extended time may not qualify for refund, replacement, or credit.

12. Damaged or Incorrect Orders

If an order is damaged during delivery or does not reasonably match the confirmed order details, Orchard Florist will review the issue and may offer one of the following:

  • Replacement arrangement
  • Correction or repair
  • Partial credit
  • Store credit
  • Partial refund
  • Full refund, only when appropriate

Refund decisions are made at the discretion of Orchard Florist after reviewing the order details and supporting information.

13. No Refund for Natural Flower Changes

Fresh flowers naturally change over time. Some blooms may open, soften, or fade depending on temperature, handling, sunlight, water, and care conditions.

Refunds will not be issued for natural changes after delivery or pickup, including wilting caused by lack of water, heat exposure, improper handling, direct sunlight, air conditioning, outdoor conditions, or customer care.

14. Refund Processing

If a refund is approved, it will be processed back to the original payment method when possible.

Refund processing times may vary depending on the payment provider, bank, or credit card company.

Any approved refund may exclude delivery fees, setup fees, consultation fees, service fees, payment processing fees, custom material costs, rental charges, or labor already completed.

15. Chargebacks and Payment Disputes

We encourage customers to contact Orchard Florist directly before opening a chargeback or payment dispute.

If a chargeback is filed for an order that was properly confirmed, prepared, delivered, installed, or completed according to the agreement, Orchard Florist reserves the right to provide order records, invoices, communication history, delivery confirmation, photos, and signed or written approvals to the payment provider.

16. Agreement to This Policy

By placing an order, paying a deposit, approving a proposal, confirming an invoice, or agreeing to receive services from Orchard Florist, you acknowledge and agree to this Refund Policy.

For custom floral work, weddings, events, and decoration services, you understand that refunds are not accepted once the order has entered the discussion, planning, agreement, purchasing, preparation, or production stage.

17. Contact Us

If you have any questions about this Refund Policy or need assistance with an order, please contact us:

Orchard Florist

Website: https://orchard.florist

Email: contact@orchard.florist

Phone: 925-381-2876

Location/Service Area: San Francisco Bay Area