Refund policy

Refunds, Cancellations, and Delivery Issues

Because flowers and floral arrangements are fresh, perishable, and custom-prepared products, we are generally unable to offer refunds for floral arrangements that have already been prepared or delivered.

Please review all order details carefully before placing your order, including the recipient’s name, delivery address, phone number, delivery date, card message, and any delivery instructions. Flowers Valley LLC is not responsible for delivery issues caused by incorrect, incomplete, or outdated information provided at checkout.

Cancellations and Refunds Before Preparation

For arrangements that have not yet been prepared, we may issue a refund if the cancellation request is received at least 24–48 hours before the scheduled delivery or pickup time.

Once an arrangement has been designed, prepared, dispatched, or delivered, the order is generally no longer eligible for cancellation or refund due to the perishable and custom nature of the product.

If you experience a duplicate payment error or billing issue, please contact us as soon as possible at shop@theflowersvalley.com or +1 (707) 893-9581. We will review the issue and correct any verified duplicate charge or payment error promptly.

Substitutions and Refunds

Flowers are natural, seasonal, and perishable products, and availability may vary based on weather, seasonality, supplier availability, market conditions, flower quality, and color availability.

Product photos on our website are intended to represent the overall style, size, color palette, mood, and design direction of the arrangement. The delivered arrangement may not be an exact copy of the photo.

If specific flowers, colors, vases, containers, or materials are unavailable, Flowers Valley LLC may make substitutions while preserving the overall style, theme, color palette, and value of the selected arrangement as closely as reasonably possible. Substitutions will be made with flowers, greenery, containers, or materials of equal or greater value whenever reasonably possible.

Substitutions do not automatically qualify an order for a refund, replacement, or credit if the delivered arrangement is consistent with the overall style, color palette, value, and purpose of the selected product.

If you believe the delivered arrangement is materially different from the product ordered, please contact us as soon as possible at shop@theflowersvalley.com or +1 (707) 893-9581. Please include your order number and clear photos of the arrangement. We will review the issue and may, at our discretion, offer a replacement, store credit, partial refund, or other appropriate resolution depending on the circumstances.

Third-Party Delivery Providers

We may use third-party delivery management platforms and third-party delivery providers to complete local delivery orders. These providers may include Zapiet, Shipday, Uber, DoorDash, Roadie, DeliverThat, UniHop, Speedster, or similar providers.

Flowers Valley LLC is responsible for preparing the floral product ordered by the customer. Third-party delivery providers are independent service providers used to pick up, route, and deliver orders. Delivery timing and completion may be affected by provider availability, traffic, weather, road conditions, recipient availability, building access, incorrect delivery information, and other circumstances outside our reasonable control.

Delivery Issues, Wrong Items, and Third-Party Delivery Errors

If your order is not delivered, is delivered to the wrong address, arrives damaged, or the wrong item is delivered because of an error by a third-party delivery provider, please contact us as soon as possible at shop@theflowersvalley.com or +1 (707) 893-9581.

Please include your order number, delivery address, photos if available, and a clear description of the issue. Because flowers are perishable and time-sensitive, delivery issues must be reported as soon as possible after the scheduled delivery time. Reports made too late may limit our ability to investigate the issue or offer a resolution.

We will review the issue using available order records, delivery records, delivery-provider documentation, photos, customer communications, and any other relevant information. Depending on the circumstances, Flowers Valley LLC may, at its discretion, offer a replacement, redelivery, store credit, partial refund, or full refund.

Refunds or credits issued by a third-party delivery provider to Flowers Valley LLC do not automatically determine the refund, credit, or other remedy owed to the customer. Flowers Valley LLC will determine the customer resolution based on the order, delivery records, documentation, the nature of the issue, and applicable law.

Incorrect or Incomplete Delivery Information

We are not responsible for delivery issues caused by incorrect or incomplete delivery information provided at checkout, including an incorrect address, missing apartment or suite number, wrong recipient phone number, inaccessible building, restricted delivery location, recipient unavailability, refusal of delivery, unsafe delivery conditions, or failure to provide necessary delivery instructions.

In those cases, refunds, credits, replacements, or redelivery may be limited or unavailable. If redelivery is possible, additional delivery fees may apply.

Limitation of Liability for Delivery Issues

To the fullest extent permitted by law, Flowers Valley LLC is not responsible for indirect, incidental, special, consequential, or event-related damages arising from delivery delays, failed deliveries, third-party delivery errors, substitutions, wrong-item deliveries, misdeliveries, or damaged deliveries.

This includes, but is not limited to, lost income, missed events, emotional distress, replacement purchases from another vendor, or any losses beyond the amount paid for the affected order.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.