Refund policy

Returns and refunds

Satisfying flower recipient and sender is our ultimate aim. We always strive to deliver fresh flowers at its best condition.

Return Policy

Please understand that due to the perishable nature of flowers, we are unable to accept returns. We offer customers refunds or replacement flowers if the flowers are not delivered to an acceptable quality, as detailed below.

Freshness

We promise to send you the freshest of flowers and this would mean that they will occasionally come in bud form which will last longer. If you receive flowers that do not seem fresh, please email our customer care at customer@pacificpetals.com to inform us immediately.

Sensitivity and Pests Are Not Grounds for Refund

We recommend wearing gloves when handling flowers or plants to reduce any sensitivity or discomfort. Flower products are natural agricultural goods, and occasional pests are normal. Thank you for understanding that these do not qualify for returns or exchanges.

Damage

Our flowers are wrapped or arranged carefully to ensure they arrive as beautiful and as fresh as when they left us. However, on a small number of occasions (and for reasons beyond our control) they may get damaged in transit. Should this occur to a level that you deem unacceptable, please contact our customer care at customer@pacificpetals.com to inform us immediately so that we can arrange a replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged flowers within 24 hours or 1 day of receipt in order to be eligible for a refund. 

Replacement Policy

In the event of one-for-one product replacement, the product MUST be re-delivered to the same/original address within 48 hours from the delivery date with NO exceptions.