Return Policy and Claim Review Procedure

1. Filing a Complaint:
   If you are dissatisfied with the order or the quality of the delivered goods, please contact us within 24 hours of delivery. Since flowers are perishable products, we will not be able to replace the item or refund the amount paid if we are not notified of the issue in a timely manner.

2. Refund Guarantees:

   • In cases where a properly placed and paid order is not fulfilled due to the fault of Flower Lab, we guarantee a full refund of the amount paid.
   • If both parties agree on a refund after evaluating the situation, Flower Lab will fully refund the amount only if the client returns all non-compliant products in the condition they were received.
   • If the client decides to keep the non-compliant products, Flower Lab applies a partial refund policy, reimbursing only the cost of the perishable items that were found to be of poor quality at the time of delivery.

3. Order Cancellation:
   In the event of order cancellation (no later than 24 hours before execution), we guarantee a full refund of the amount paid.

4. Refund Procedure and Timelines:
   The procedure and timelines for refunds depend on the payment method. If payment was made by bank card, the refund will only be issued to the card used for the transaction.

5. Additional Paid Services:
   For additional paid services (special delivery, fixed time, etc.), if such services are not provided, Flower Lab will refund the partial cost of the unsatisfactory service.

6. Non-Returnable Goods:
   According to Government Decree No. 1465 dated December 8, 2003, regarding the Rules for the Replacement of Non-Food Goods and Warranty Terms, perishable goods are non-returnable. This category includes flowers, bouquets, wreaths, floral arrangements, cosmetics, toys, and more. The full list of goods can be found at the following link: Government Decree No. 1465.

7. Product Return Conditions:
   Products must be returned in the same condition as delivered, including the original packaging, with all accessories and documentation intact. For goods sold as sets, returns are only possible for the entire set in full composition.

8. Non-Compliance with Return Conditions:
   If the above conditions are not met, we will decline the refund request and send the package back to the customer, who will be responsible for covering the cost of re-delivery.

   • If the returned goods show signs of use, damage, scratches, dents, damaged packaging, or missing accessories or documentation, Flower Lab reserves the right to deny the refund or deduct the cost of the damages.
   • The deduction amount will be determined after assessing the damage to the returned item.