Refund Policy

Because flowers and fresh gifts are perishable, we generally do not accept returns for change of mind. But if something’s wrong — damaged, missing, or not what you ordered — we’ll make it right. Read below for the process and timelines.

1. Non-returnable items (due to freshness)

The following items are not eligible for return:

  • Fresh flowers, bouquets, and baskets.
  • Perishable gift items (fresh food, chocolates once opened, floral arrangements).
  • Customized or personalized products (including messages written on cards).
  • Subscription deliveries after the first dispatched box.

If you change your mind, please contact us before dispatch — cancellations may be possible (see Section 5).

2. Damaged, incorrect, or missing items — how we handle it

We want your order to be perfect. If your order arrives damaged, incorrect, or items are missing, please follow these steps within 24 hours of delivery:

  1. Take clear photos (minimum 2) showing:

    • the damaged product, AND

    • the packaging it arrived in, AND

    • the delivery label (if available).

  2. Email those photos and your order number to amara.web.master@gmail.com with subject: Order #[YourOrderNumber] — Damage/Incorrect.
  3. Alternatively, send the photos and order number via WhatsApp to the store number (if provided).

We will review your claim and respond within 24 business hours with next steps.

Possible remedies:

  • Replacement: We will arrange a replacement delivery (complimentary, when available).
  • Partial refund or store credit: If replacement isn’t possible (out-of-stock flowers or seasonal availability), we will offer a partial refund or store credit for future use.
  • Full refund: Issued only when replacement or credit is not feasible and in proportion to the issue reported.

3. Refund processing time

If a refund is approved:

  • Refunds to credit/debit cards or Apple Pay may take 7–14 business days to appear on your statement depending on your bank.
  • Refunds to PayPal accounts are typically processed within 1–3 business days.
  • Refunds for bank transfers or local gateways depend on the payment provider and can take up to 10 business days.

We’ll always notify you by email once the refund has been issued.

4. Photo & evidence requirements — please keep packaging

To process claims we require:

  • Clear photos of the product and packaging (see above).
  • Order number and delivery date/time.
  • Your preferred remedy (replacement, refund, or store credit).

If you can, please keep the packaging for 48 hours until we confirm the remedy — sometimes couriers or partners may request it for auditing.

5. Cancellations & changes

  • Before dispatch: Orders can be cancelled or changed (product swaps, address changes) only if notified before the dispatch cutoff time (check your order confirmation for the dispatch cut-off). If approved, refunds for pre-paid orders will be processed minus any payment processing fees.
  • After dispatch / on delivery day: We cannot accept cancellations once an order is out for delivery. If you refuse delivery, contact us immediately — additional charges may apply (return shipping, restocking).

6. Subscriptions

  • Subscription orders may be paused or cancelled via your account or by contacting customer support at amara.web.master@gmail.com.  
  • Cancellations must be made before the subscription cut-off time for the next shipment to avoid being charged for that cycle.  
  • First-box quality issues are handled according to Section 2.

7. Exchanges

Because of the perishable and seasonal nature of our products, we do not offer exchanges. We will, however, provide replacements or refunds where appropriate (see Section 2).

8. Gift orders & third-party deliveries

If an order was sent as a gift to a recipient, the purchaser (billing contact) should submit any claims. We will coordinate with you and the recipient to resolve the issue.

9. Exceptions & rare cases

In rare cases (e.g., large event installations) we may offer bespoke remedies or site inspections. These are handled on a case-by-case basis — contact amara.web.master@gmail.com for corporate/event claims.

10. Contact & escalation

For returns, replacements, or refund questions:

  • Email: amara.web.master@gmail.com (fastest)
  • WhatsApp (urgent inquiries): use the number listed on our Contact page  
  • Please include your order number, contact number, delivery date/time, and photos.

If you’re not satisfied with our resolution, you can request that your case be escalated to the AMARA Events Manager — we’ll review and respond within 48 hours.

11. Final note on quality

We hand-select and prepare each arrangement with care. Because flowers are living products, minor natural variations in color, size, and composition may occur and are not considered defects. We do, however, guarantee the quality and freshness of everything we dispatch.