Return Policy
Damaged or Defective Products
If you receive a damaged or defective product, please follow these steps:
- Inspect Before Signing: Inspect the delivered items (cakes, flowers, or any other) before signing the receipt.
- Refuse Acceptance: If any product is found damaged, refuse to accept it and inform our Customer Care team immediately.
- Report Issues Promptly: Any issues with delivered products must be reported within 4 hours of receipt. Requests for replacement or refund will not be entertained after this period.
- Replacement Process: For significantly damaged products, a replacement will be provided within a minimum of 6 hours.
Minimalistic and Cosmetic Damages
Minimalistic and cosmetic damages, such as unwritten names/messages on cakes or missing names/messages on flowers, or minor issues with cream/decoration on cakes/flower packaging, will not be eligible for refunds or replacements unless they are severely damaged.
Non-Delivery of Products
We attempt delivery only once. For perishable products, a second delivery attempt may be considered at our discretion, and additional charges may apply. If delivery is unsuccessful due to wrong address, locked premises, incorrect contact information, or recipient refusal, the order will be considered executed, and no redelivery will be possible.
Refund Policy
Cancellation Refunds
- 24 Hours Before Delivery: Cancellation requests made before 24 hours to the start of the selected time slot will incur a 10% cancellation charge, with a 90% refund to the bank account. A 100% refund is available in the Poli-Flowers wallet.
- 12 - 24 Hours Before Delivery: If cancellation is requested between 12 - 24 hours before the start of the time slot, a 20% cancellation charge will be deducted, with an 80% refund to the bank account. A 100% refund is available in the Poli-Flowers wallet.
- Within 12 Hours of Delivery: Cancellation requests made within 12 hours to the start of the time slot will result in a 100% deduction of the order value, with no refund applicable.
Address Change Requests
- Address changes are permitted free of cost only before 24 hours of the scheduled delivery.
- If an address change is requested within 24 hours of delivery, a charge of Rs 200/- will apply.
- In some cases, address change requests may not be accepted, and no refund or cancellation will be possible.
Pincode Requirements
It is the user's responsibility to provide the correct pincode for delivery. If the entered pincode is incorrect, the order may be canceled, and no refund will be initiated.
Refund Processing
Refunds are initiated only after the customer confirms via email the preferred refund method - Poli-Flowers wallet or bank account. Refunds for orders processed within 48 hours of the delivery date will be credited to the Poli-Flowers Wallet. Refunds to the payment method will be processed within 15 working days.
Contact Us
If you have any questions or need assistance with returns or refunds, please contact us:
- Email: info@poli-flowers.in
- Customer Care: +91 81057 54116 (Available between 8 AM - 11 PM)
Thank you for choosing Poli-Flowers. We appreciate your business and are committed to providing you with the best possible service.
