Substitution, Refund/Return and Cancellation Policy for Secret Flowers
Customer Policies for Secret Flowers
At Secret Flowers, we are dedicated to delivering beautiful, high-quality floral arrangements and gifts while providing excellent service. Our goal is to ensure that your thoughtful sentiments are conveyed on time and as fresh and beautiful as possible. These policies are in place to ensure clarity and a smooth experience for all our valued customers.
Substitution Policy
The essence and beauty of every arrangement are our top priority. Due to the perishable nature of flowers, seasonality, and market availability, substitutions are sometimes necessary to ensure your gift is delivered fresh and on time.
Cancellation Policy
To provide you with the best possible service, we allow you to cancel your order at any time prior to delivery.
If the order is already en route with our driver or has been delivered, we will be unable to process the cancellation. To cancel an order, please call our shop directly at (916) 420-3641 for immediate assistance.
Return & Refund Policy
Your satisfaction is our goal. As flowers are perishable goods, we have established the following policy to handle any issues that may arise.
We make every effort to ensure you receive excellent service. If you have any questions or concerns about an order or our policies, please contact us directly.
Customer Policies for Secret Flowers
At Secret Flowers, we are dedicated to delivering beautiful, high-quality floral arrangements and gifts while providing excellent service. Our goal is to ensure that your thoughtful sentiments are conveyed on time and as fresh and beautiful as possible. These policies are in place to ensure clarity and a smooth experience for all our valued customers.
Substitution Policy
The essence and beauty of every arrangement are our top priority. Due to the perishable nature of flowers, seasonality, and market availability, substitutions are sometimes necessary to ensure your gift is delivered fresh and on time.
- Fresh Flower Arrangements: We make every effort to maintain the "look and feel" of the arrangement shown on our website by considering the overall style, theme, color scheme, and value. In some instances, our photos represent a general theme and may include a unique vase that cannot be exactly replicated. If a substitution is required, we will use flowers and containers of equal or greater value.
- Single-Variety Arrangements: For arrangements of a single flower type, like a dozen roses or a bouquet of daisies, our primary commitment is to the flower type. If necessary, we may substitute for a different color of that same flower rather than a different flower type.
- Plants: For green and blooming plants, we may substitute with a similar plant of equal or greater value. For one-of-a-kind plants like orchids, we will do our best to match the plant type but may substitute for a different color. The container will be as close to the one pictured as possible.
- Special Occasions: For important events like funerals, anniversaries, or birthdays, timely delivery is crucial. If the specific flowers you ordered are unavailable and we cannot reach you at the contact number or email you provided, we will make a substitution of equal or greater value to ensure your gift arrives on schedule.
Cancellation Policy
To provide you with the best possible service, we allow you to cancel your order at any time prior to delivery.
If the order is already en route with our driver or has been delivered, we will be unable to process the cancellation. To cancel an order, please call our shop directly at (916) 420-3641 for immediate assistance.
Return & Refund Policy
Your satisfaction is our goal. As flowers are perishable goods, we have established the following policy to handle any issues that may arise.
- 24-Hour Quality Guarantee: All issues regarding quality must be reported to us within 24 hours of delivery. Please call us at (916) 420-3641 or email us at sales@secret-flowers.com. If calling after business hours, please leave a detailed message with your name, order information, and the best time to reach you. We will contact you the next business day.
- Resolution Process: We do not issue cash refunds. If an item is damaged or its quality was affected during shipping, we will happily send a replacement. If the issue cannot be fully resolved with a replacement, an in-store credit may be offered.
- Grounds for Return: Returns are accepted on a "quality" basis only. We cannot accept returns for issues related to style preference or "not liking" an arrangement. If you are ordering flowers for someone else, please be sure you are choosing something you believe they will enjoy.
- Recipient's Responsibility:
- Care: To ensure longevity, flowers must be cared for properly. It is the recipient's responsibility to add water and re-cut the stems as needed. Arrangements that are not cared for will not be eligible for replacement.
- Availability: As the sender, it is your responsibility to ensure the recipient will be at the delivery location on the specified date. We are not responsible for arrangements where the recipient was out of town or left their workplace early. In such cases, a refund or replacement will not be issued, as we have fulfilled our obligation to deliver on the requested date.
We make every effort to ensure you receive excellent service. If you have any questions or concerns about an order or our policies, please contact us directly.
- Phone: (916) 420-3641
- Email: sales@secret-flowers.com
