Refund & Cancellation Policy

At Classic Flora, we understand that orders placed for flowers, cakes and gifts are often connected with important personal occasions. We therefore aim to make our cancellation and refund process fair, transparent and practical while also protecting the quality and timely preparation of perishable and specially arranged products.

This Refund & Cancellation Policy explains when an order may be cancelled, when a refund may be issued, and how refunds are processed.

1. Scope of This Policy

This policy applies to orders placed through the Classic Flora website or through other ordering channels operated by Classic Flora for products including, but not limited to:

• Flowers and bouquets
• Cakes
• Chocolates
• Sweets and dry fruits
• Fresh fruit baskets
• Stuffed toys
• Gift hampers and gift combinations
• Sympathy flowers, funeral wreaths and related arrangements
• Other perishable, customized or specially prepared products

Because many of these products are prepared or arranged specifically for an individual order, cancellation and refund eligibility may depend on the stage at which the cancellation request is received.

2. Customer Cancellation

A customer may request cancellation of an order up to 48 hours before the scheduled delivery date, subject to the conditions of this policy.

Cancellation requests should be communicated to Classic Flora as soon as possible through the available customer-support channels and should include the order number and relevant customer details.

A cancellation request received within the permitted period does not automatically guarantee a full refund if the order has already entered preparation, procurement, customization or other processing that cannot reasonably be reversed.

3. Cancellation After the 48-Hour Period

Once an order is within 48 hours of its scheduled delivery date, cancellation may not be possible.

This is particularly applicable where Classic Flora has already:

• Procured flowers or other materials specifically for the order;
• Started preparing or arranging the product;
• Reserved or customized a cake;
• Prepared a personalized gift;
• Allocated the order for delivery;
• Made advance arrangements with a local florist, bakery, supplier or delivery partner; or
• Incurred costs that cannot reasonably be recovered.

Where cancellation is requested after processing has commenced, Classic Flora may decline the cancellation or deduct reasonable costs already incurred before determining any amount refundable.

4. Orders Requiring Advance Processing

For deliveries outside our immediate operating area, including certain Pan-India and remote-location orders, Classic Flora may need to process, procure or coordinate the order substantially in advance of the scheduled delivery date.

Accordingly, the fact that a delivery date is still several days away does not by itself mean that the order remains fully cancellable.

Once such an order has been committed to a local partner, supplier, florist, bakery or other service provider, cancellation may be restricted because the underlying product or service may already have been arranged.

5. Refund Eligibility

A refund may be considered in the following circumstances:

1. Classic Flora cancels an order because the requested product or delivery service cannot reasonably be fulfilled.
2. Classic Flora is unable to provide an acceptable alternative after discussing available options with the customer.
3. An eligible cancellation is accepted under this policy before substantial processing or procurement has taken place.
4. Classic Flora determines that a refund is appropriate because of an error attributable to Classic Flora.

Where only part of an order is affected, Classic Flora may issue a partial refund rather than refunding the entire order.

6. Non-Refundable or Partially Refundable Situations

A refund may not be available, or may be reduced to account for costs already incurred, in circumstances including:

• Cancellation after the permitted cancellation period;
• Products already prepared, customized or dispatched;
• Flowers or other perishable products specially procured for the customer;
• Cakes or gifts already prepared or customized;
• Orders processed through an external/local delivery partner;
• Customer-provided information that is incorrect or incomplete;
• Incorrect delivery address, phone number or recipient information supplied by the customer;
• Recipient being unavailable or refusing to accept the delivery;
• Failure to respond to reasonable delivery-related communication;
• Customer-requested changes made after preparation has started;
• Delay or failure caused by circumstances outside Classic Flora's reasonable control.

For perishable products, a refund cannot ordinarily be provided merely because the recipient subsequently does not require or want the product after it has been prepared.

7. Delivery Slot and Timing

Classic Flora may provide a tentative delivery slot or estimated delivery window rather than an exact guaranteed delivery time.

Delivery timing may be affected by traffic, weather, local conditions, availability of delivery personnel, recipient availability, location restrictions, local partner operations and other circumstances beyond reasonable control.

A reasonable variation within the communicated delivery window will not, by itself, constitute grounds for cancellation or refund.

Where a significant delivery issue occurs, Classic Flora will make reasonable efforts to communicate with the customer and, where practical, offer an alternative arrangement.

8. Wrong Address or Recipient Unavailable

Customers are responsible for providing accurate delivery information.

If delivery cannot be completed because of an incorrect or incomplete address, incorrect contact details, an unavailable recipient, refusal to accept the order, restricted access to the delivery location, or failure to respond to delivery attempts, Classic Flora may:

• Contact the customer or recipient to arrange an alternative delivery;
• Charge an additional delivery or re-delivery fee where applicable; or
• Treat the order as successfully attempted and not eligible for a refund, particularly where the product is perishable.

For flowers, cakes and other time-sensitive products, re-delivery may not always be possible.

9. Incorrect, Damaged or Unsatisfactory Products

Classic Flora takes reasonable care in preparing and delivering orders.

If a customer receives an incorrect, materially damaged or substantially different product, the customer should contact Classic Flora as soon as reasonably possible after delivery, preferably on the same day.

To help us investigate and resolve the matter, the customer may be asked to provide:

• Order number;
• Photographs of the delivered product;
• Photographs of the packaging, where relevant;
• A description of the issue; and
• Any other information reasonably required to verify the complaint.

After reviewing the circumstances, Classic Flora may, at its discretion and where appropriate, provide a replacement, correction, partial refund or other suitable resolution.

Minor variations in flower colour, flower availability, arrangement style, packaging or presentation may occur because flowers and other products are subject to seasonal and local availability. Such reasonable variations do not necessarily constitute a defective or incorrect product.

10. Product Substitution

If a particular flower, cake flavour, gift item or other component becomes unavailable, Classic Flora may, where reasonably necessary, substitute it with an item of comparable quality and value.

Where a material substitution is necessary, Classic Flora may contact the customer where practical to discuss an alternative.

A reasonable substitution made because of availability constraints will not automatically qualify the order for cancellation or refund.

11. Refund Method

Approved refunds will ordinarily be processed through the same payment gateway or payment method used for the original transaction, wherever technically possible.

Classic Flora does not ordinarily provide cash refunds for online payments.

Where the payment gateway, bank or payment provider controls the final crediting of funds, the time taken for the amount to appear in the customer's account may depend on the relevant financial institution.

Classic Flora will initiate an approved refund within a reasonable processing period, but cannot control delays caused by banks, card issuers, payment gateways or other financial intermediaries.

12. Payment Gateway Charges

Where a payment gateway or financial institution has charged a transaction, processing, convenience or other non-recoverable fee, Classic Flora may deduct such amount from the refundable amount where permitted by applicable law and the circumstances of the transaction.

Any refund calculation will be communicated appropriately where such deductions apply.

13. Duplicate or Excess Payments

If a customer accidentally makes a duplicate payment for the same order, the customer should notify Classic Flora promptly.

After verification, the excess amount may be refunded through the applicable payment channel, subject to any non-recoverable transaction charges where applicable.

14. Order Modification

Requests to modify an order, including changes to:

• Delivery date;
• Delivery location;
• Recipient details;
• Product selection;
• Cake design or message;
• Flower arrangement; or
• Gift components

should be made as early as possible.

Classic Flora will make reasonable efforts to accommodate such requests, but changes cannot be guaranteed once procurement, preparation, customization or dispatch has commenced.

Additional charges may apply where a requested change results in additional product, preparation or delivery costs.

15. Force Majeure and Circumstances Beyond Our Control

Classic Flora will not be responsible for failure or delay caused by circumstances beyond its reasonable control, including natural disasters, extreme weather, floods, strikes, civil disturbances, government restrictions, transportation disruptions, accidents, local restrictions, supplier failures, unexpected closure of delivery areas or other extraordinary circumstances.

Where reasonably possible, Classic Flora will attempt to provide an alternative delivery arrangement or other suitable resolution.

16. How to Request a Cancellation or Refund

Customers requesting cancellation or a refund should contact Classic Flora with:

• Order number;
• Customer name;
• Registered contact details;
• Reason for cancellation/refund;
• Relevant photographs or supporting information, where applicable.

Requests will be reviewed based on the order status, product type, processing stage, delivery circumstances and this policy.

Submitting a refund request does not by itself constitute approval of a refund.

17. Refund Review

Each refund request may be reviewed individually. Classic Flora may consider:

• The date and time the order was placed;
• The scheduled delivery date;
• The date and time of the cancellation request;
• Whether the order has entered processing;
• Whether products have been procured or prepared;
• Whether the order has been dispatched;
• Whether a third-party/local delivery partner has already been engaged;
• The nature of the product; and
• The circumstances giving rise to the refund request.

The final refund amount, where applicable, will be determined accordingly.

18. No Waiver of Legal Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded or restricted under applicable law.

Where applicable law provides a customer with a mandatory right to cancellation, refund, replacement or other remedy, that legal right will prevail over any inconsistent provision of this policy.

19. Policy Updates

Classic Flora may update this Refund & Cancellation Policy from time to time to reflect changes in our products, delivery operations, payment processes or applicable legal requirements.

The updated version will be published on the Classic Flora website with its revised effective date.

20. Contact Us

For cancellation, refund or order-related assistance, customers may contact Classic Flora using the contact details provided on our website.

Email:
sales@classicflora.com

When contacting us, please mention your order number so that we can locate and review the transaction promptly.