Refund & Returns Policy
Effective Date: 22 September 2026
At The Flower Palace, customer satisfaction is one of our highest priorities. Every bouquet, floral arrangement, and gift is carefully prepared to ensure it arrives fresh and in excellent condition. Since flowers and many gift items are perishable, our return and refund policy is different from that of non-perishable products.
Please read the following policy before placing an order.
Return & Replacement Period
For issues that are apparent at the time of delivery, customers must contact us within 1 hour of delivery.
Requests submitted after this period may not qualify for a replacement or refund because fresh flowers and similar products naturally lose their quality over time.
When You Can Request a Return or Replacement
You may be eligible for a replacement or refund if:
You received the wrong product.
Your order arrived damaged during delivery.
Flowers were significantly damaged or not in acceptable condition upon arrival.
An item from your order was missing.
Your order does not match what you purchased.
Our team may ask for clear photographs of the product to help us review your request.
Conditions for Approval
To process your request:
Contact us within the allowed time period.
Keep the product in its original condition as much as possible.
Provide your order number or purchase confirmation.
Share photos if requested by our support team.
Each request is reviewed individually to ensure a fair resolution.
Items That Cannot Be Returned
The following items are generally not eligible for return or refund:
Fresh flowers reported after the return period.
Customized or personalized floral arrangements.
Products damaged due to improper handling after delivery.
Gift cards or promotional vouchers.
Products that have already been consumed or used.
Refund Process
If your refund request is approved, the amount will be returned using the original payment method whenever possible.
Approved refunds are normally processed by The Flower Palace within 3–7 business days. Once processed, the time required for the refund to appear in the customer’s account may vary depending on the bank, card issuer, payment gateway, or payment provider.
Please note that processing times may vary between financial institutions.
Replacement Policy
Where appropriate, Flower Palace may offer a replacement instead of a refund.
Replacement requests are accepted only for eligible cases such as:
Incorrect order delivered.
Damaged items.
Poor product quality at the time of delivery.
Missing products from your order.
Replacement products will be delivered as soon as reasonably possible, subject to availability.
Refund, Cancellation & Payment Disputes
Due to the perishable, time-sensitive, customized, and made-to-order nature of many of our products, refunds, returns, and cancellations are subject to the conditions below.
Perishable, Fresh & Customized Products
Fresh flowers, bouquets, floral arrangements, cakes, customized or personalized products, and other perishable or made-to-order products are generally non-refundable and non-returnable once preparation has started.
We are unable to cancel or refund these orders when:
The order has already been prepared or preparation has started.
The order has been dispatched or is out for delivery.
The order has already been delivered.
The recipient refuses or declines to accept the delivery.
The customer provides an incorrect, incomplete, or invalid delivery address or contact information.
The recipient is unavailable and the delivery cannot be completed due to circumstances attributable to the customer.
The customer changes their mind after preparation or dispatch has started.
The product is customized or personalized and the customization process has started.
Because fresh flowers, cakes, and other perishable products are prepared specifically for an order, The Flower Palace may incur costs that cannot be recovered once preparation or dispatch has begun.
Eligible Non-Perishable Products
Certain sealed, packaged, and non-perishable products, such as eligible chocolates or other related gift items, may be considered for a refund or replacement if they are unused, unopened, and meet our applicable return conditions.
Return shipping or collection costs, where applicable, may be the customer’s responsibility unless the product was incorrect, damaged, or defective when received.
Eligibility will be determined by The Flower Palace based on the condition of the product, the nature of the item, and the circumstances of the request.
Incorrect, Damaged or Missing Items
If you receive an incorrect, damaged, or materially defective item, please contact us as soon as possible after delivery. We may request photographs, order information, or other details to investigate the issue.
Where a claim is approved, The Flower Palace may, at its discretion, provide an appropriate replacement or refund for the affected item, subject to the circumstances of the order.
Payment Disputes & Chargebacks
If you have any concern regarding a payment, order, refund, or delivery, please contact The Flower Palace first so that we can investigate the matter and work toward a resolution.
If a payment dispute or chargeback is initiated through a bank, card issuer, payment gateway, or other financial institution, The Flower Palace may review the transaction and provide relevant records to the payment provider or financial institution as required for the investigation.
Such records may include, where applicable:
Order details and order number
Payment and transaction records
Product and order information
Customer communications
Delivery address and recipient information
Delivery date and time
Delivery status and delivery records
Proof of delivery or recipient confirmation, where available
Refund or cancellation records
Any other information reasonably required to verify the transaction and fulfillment of the order
Customers are encouraged to contact us before initiating a payment dispute where the matter can be addressed through our customer support or applicable refund process.
A customer should not seek both a refund from The Flower Palace and a chargeback for the same transaction. If a refund has already been issued or is being processed, the customer should inform their bank or payment provider accordingly.
Where a transaction is identified as potentially unauthorized, fraudulent, or subject to a payment or security concern, The Flower Palace may request additional verification or provide relevant transaction records to the payment provider or financial institution.
Any chargeback, reversal, or payment dispute will be handled in accordance with the applicable rules and procedures of the relevant bank, card network, payment gateway, or payment service provider.
Important: The Flower Palace reserves the right to decline refund or cancellation requests that do not meet the conditions of this policy. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded.
Delivery Issues
Please ensure that the delivery address and recipient’s contact details are accurate.
- Orders that cannot be delivered due to an incorrect or incomplete address, incorrect contact information, recipient unavailability, or refusal to accept the order are not eligible for a refund where the failure is attributable to the customer or recipient
- Any additional delivery attempt, where available, may be subject to an additional delivery charge.
- If a recipient refuses or declines to accept an order, the order will generally not be eligible for a refund because the product may have already been prepared and dispatched specifically for that order.
- The customer is responsible for ensuring that all delivery information provided at checkout is accurate and complete.
- If an order has already been prepared or dispatched, an address correction may not be possible.
- Circumstances beyond our reasonable control, including severe weather or traffic disruptions.
Our Commitment
We are committed to providing fresh flowers and quality service. If something isn’t right with your order, our customer support team will work with you to find a fair and reasonable solution.
Contact Us
If you have any questions regarding refunds, returns, replacements, or cancellations, please contact us.
Address:
Shop No. 7, Flower Market, F-7 Markaz, Islamabad, Pakistan
Email:
info@theflowerpalace.pk
Phone:
+92-345-5441746
Last Updated: 22 September 2026
