Refund and Satisfaction Policy

Effective upon purchase

At LatinFlores, we don't just deliver flowers — we deliver emotions. Our products are fresh, perishable, and custom-prepared, which means all sales are final once delivery has been completed or attempted. However, we stand behind our Freshness and Satisfaction Guarantee and will always work to find a fair solution when a verifiable issue arises on our end.

1. Freshness and Quality Commitment

Every arrangement is carefully prepared to arrive fresh, beautiful, and consistent with its description. LatinFlores reserves the sole right to evaluate whether an order meets quality standards, based on the evidence provided by the customer.

2. Refunds, Replacements, and Redeliveries

If you are not satisfied with your order, you must contact us within 24 hours of delivery. Claims submitted after this window will not be eligible for any resolution.

To initiate a claim, a clear photo of the delivered product is required. Claims submitted without photographic evidence will not be processed.

At our sole discretion, and based on the evidence provided, we may offer one of the following:

• A redelivery of a similar arrangement at no additional cost.
• A replacement with a product of equal or greater value.
• A partial or full refund to the original payment method.

LatinFlores reserves the right to determine the most appropriate resolution. The customer may not demand a specific remedy.

3. Delivery Guarantee

If LatinFlores is unable to complete delivery due to an error solely attributable to us, we will offer a full refund or complimentary redelivery at our discretion.

The following situations are not considered errors by LatinFlores and do not qualify for refund or free redelivery:

• Incomplete, incorrect, or unverifiable delivery address provided by the customer.
• Recipient unavailable at the time of delivery with no authorized person to receive the order.
• Incorrect or missing contact phone number for the recipient.
• Customer-selected city or delivery zone that differs from the actual destination.

In cases where the delivery address requires adjustment, LatinFlores will contact the customer to confirm the rate difference before proceeding. If the customer does not respond within a reasonable timeframe, LatinFlores reserves the right to cancel the order without refund.

If the order is delivered to the correct address and the recipient chooses not to accept it, the order is considered fulfilled and no refund applies.

4. Substitutions and Design

LatinFlores reserves the right to substitute flowers, containers, accessories, or wrapping materials when specific items are unavailable due to seasonal conditions, regional supply limitations, or operational constraints. Substitutions will always be made with products of equal or greater value, maintaining the overall style and quality standard.

All product photos on our website are strictly for reference purposes. Natural variations in color, shape, size, and presentation are inherent to fresh floral products and do not constitute grounds for a claim.

5. Cancellations

• Orders may be canceled for a full refund up to 48 hours before the scheduled delivery date.
• Same-day orders cannot be canceled under any circumstances, as preparation begins immediately upon confirmation.
• Cancellations requested less than 48 hours before delivery are non-refundable if the order has already been prepared, dispatched, or is in transit.
• LatinFlores reserves the right to cancel any order at any time due to operational constraints, payment issues, or circumstances beyond our control, and will issue a full refund in such cases.

6. Same-Day Delivery and Schedules

LatinFlores guarantees delivery on the selected date but does not guarantee a specific delivery time unless explicitly requested during checkout with at least 24 hours' notice.

• Same-day delivery: Available for orders placed before 12:00 PM local time in the destination country, Monday through Friday, subject to florist availability.
• Saturdays: Available for orders placed before 12:00 PM local time. Not available in all locations.
• Sundays and public holidays: Delivery is not guaranteed. We strongly recommend placing orders at least 48 hours in advance.
• Orders placed on weekends or holidays outside of special promotional periods will be delivered on the next available business day.
• Delivery hours are generally between 9:00 AM and 7:00 PM local time but may vary. LatinFlores does not guarantee delivery within a specific time window.

During peak seasons or high-demand periods, same-day service may be limited or unavailable. In such cases, LatinFlores will contact the customer to offer alternatives. If no response is received within a reasonable timeframe, LatinFlores reserves the right to schedule delivery for the next available date without additional liability.

7. Peak Seasons and High-Demand Dates

During high-demand periods — including but not limited to Valentine's Day, Mother's Day, Christmas, and other local holidays — the following conditions apply:

• Substitutions may occur more frequently due to supply constraints.
• Delivery may be scheduled one day before the selected date to ensure timely arrival. The customer will be notified when applicable.
• LatinFlores is not liable for delays caused by carrier congestion, florist capacity, or force majeure events during these periods.
• Orders for special occasions should be placed at least 48 hours in advance. LatinFlores is not responsible for late deliveries on orders placed outside this window during peak periods.

8. Refund Processing

Approved refunds are processed to the original payment method within 5 to 7 business days. Processing times may vary depending on the customer's bank or payment provider. LatinFlores is not responsible for delays caused by third-party financial institutions.

9. Recipient Availability

• If the recipient is unavailable at time of delivery, the driver will attempt to contact them using the provided number.
• The arrangement may be left with a neighboring person (family member, neighbor, building staff) if deemed safe by the delivery team, at LatinFlores's sole discretion.
• If delivery cannot be completed and no alternative is available, LatinFlores will contact the customer for instructions. If no response is received, a second delivery attempt will incur additional charges.
• LatinFlores is not responsible for failed deliveries resulting from incorrect, incomplete, or outdated contact information provided by the customer.
• If the recipient refuses the order upon delivery, the service is considered fulfilled and no refund will be issued.

10. Cases Not Eligible for Refund or Replacement

The following situations are explicitly excluded from our guarantee:

• Claims submitted more than 24 hours after delivery.
• Failed deliveries due to incorrect or incomplete address or contact information.
• Orders refused by the recipient for personal reasons.
• Damage caused after delivery has been completed.
• Dissatisfaction based solely on personal preference, not product quality.
• Circumstances beyond LatinFlores's control, including but not limited to: severe weather, natural disasters, strikes, government restrictions, pandemics, civil unrest, third-party carrier or courier failures (including but not limited to FedEx, DHL, UPS, or local delivery partners), road closures, traffic disruptions, or any other event outside LatinFlores's direct operational control.

11. No Physical Returns

Due to the perishable nature of our products, we do not accept physical returns under any circumstances.

12. Fraud and Abuse Prevention

Our Freshness and Satisfaction Guarantee applies exclusively to legitimate, first-time, and verifiable claims. LatinFlores reserves the right to:

• Deny claims it deems fraudulent, abusive, exaggerated, or repetitive.
• Restrict or terminate service to customers who abuse our guarantee policy.
• Request additional documentation before processing any claim.

LatinFlores does not share personal information of customers or recipients without prior written consent. Claims involving minors, personal disputes, or situations unrelated to the delivery service fall outside the scope of our responsibility.

13. Sale and Delivery of Alcoholic Beverages

Certain products may include alcoholic beverages. By placing an order that includes alcohol, the customer explicitly agrees to the following:

• The customer confirms they are of legal drinking age in their jurisdiction and in the destination country.
• The customer confirms the recipient is of legal drinking age in the destination country.
• LatinFlores cannot and does not verify the age of the recipient at the time of delivery.
• The customer assumes full legal, civil, and criminal liability for any consequences arising from the delivery of alcohol to a minor or in a jurisdiction where the sale or delivery of alcohol is restricted or prohibited.
• The customer agrees to fully indemnify, defend, and hold harmless LatinFlores, its employees, contractors, and delivery partners from any fines, penalties, claims, lawsuits, or regulatory actions arising from the customer's order of alcohol-containing products.

LatinFlores reserves the right to refuse, cancel, or modify any order containing alcohol at its sole discretion, including when local law prohibits delivery, when the destination is a dry zone, or when the delivery team reasonably suspects the recipient is a minor. In such cases, a full refund will be issued for the alcohol component only.

14. Limitation of Liability

LatinFlores's total liability in connection with any order shall not exceed the amount paid by the customer for that specific order. LatinFlores is not liable for indirect, incidental, special, or consequential damages of any kind, including but not limited to emotional distress, missed occasions, third-party costs, or reputational harm.

Property and Third-Party Access: When a delivery requires access to private property, the customer and recipient acknowledge that LatinFlores and its delivery partners are acting as authorized visitors for the sole purpose of completing delivery. LatinFlores is not responsible for pre-existing property conditions. Any property damage claims must be reported within 24 hours of delivery with photographic evidence and will be evaluated on a case-by-case basis.

Plant and Floral Safety: Some flowers and plants may be toxic to pets or individuals with allergies. LatinFlores does not provide medical or veterinary advice. The customer assumes responsibility for informing the recipient of any relevant sensitivities or pet safety concerns. LatinFlores is not liable for any harm to people or animals resulting from exposure to delivered floral products.

Nothing in this policy limits LatinFlores's liability for death or personal injury caused by gross negligence or willful misconduct, to the extent such limitation is prohibited by applicable law.

15. How to File a Claim

Contact us within 24 hours of delivery at flores@latinflores.com with:

• Order number
• Recipient's name and address
• Clear description of the issue
• Photos of the delivered product

Incomplete claims will not be processed.

16. Policy Updates

LatinFlores reserves the right to modify this policy at any time without prior notice. The version in effect at the time of purchase applies to that order.

17. Our Promise

We value your trust. If something doesn't go as planned due to an error on our part, we will make it right — through a replacement, refund, or redelivery, at our discretion. Every order is backed by our Freshness and Satisfaction Guarantee, because we don't just deliver flowers — we deliver emotions.

18. Indemnification

By placing an order with LatinFlores, the customer agrees to indemnify, defend, and hold harmless LatinFlores, its officers, employees, agents, and delivery partners from and against any and all claims, damages, losses, fines, penalties, costs, and expenses (including reasonable legal fees) arising out of or related to:

• The customer's breach of any term of this policy.
• The customer's provision of incorrect, incomplete, or fraudulent information.
• The ordering of restricted products (including alcohol) for delivery to ineligible recipients.
• Any use or misuse of the delivered products by the recipient or any third party.

19. Governing Law and Dispute Resolution

This policy and any dispute arising from a transaction with LatinFlores shall be governed by and construed in accordance with the laws of Georgia, United States, without regard to conflict of law principles.

Mandatory Individual Arbitration: Any dispute, claim, or controversy arising out of or relating to this policy or any LatinFlores order shall be resolved exclusively through binding individual arbitration administered under the rules of the American Arbitration Association (AAA), conducted in English, in Atlanta, Georgia. The customer expressly waives the right to participate in any class action lawsuit or class-wide arbitration against LatinFlores.

Small Claims Exception: Either party may bring an individual claim in small claims court for disputes within that court's jurisdiction, without first engaging in arbitration.

Opt-Out: Customers who do not wish to be bound by the arbitration clause must notify LatinFlores in writing at flores@latinflores.com within 30 days of their first order.

20. Independent Service Provider Disclaimer

LatinFlores operates as an online flower delivery service and fulfillment network that facilitates the placement, coordination, and fulfillment of orders through independent florists, floral designers, couriers, carriers, and delivery partners located in various countries and regions.

While LatinFlores carefully selects and monitors its network of partners, such florists, couriers, and service providers are independent businesses and are not employees, agents, joint venturers, or representatives of LatinFlores.

To the fullest extent permitted by applicable law, LatinFlores shall not be liable for the independent acts, omissions, negligence, misconduct, regulatory violations, delays, service interruptions, or operational decisions of any third-party florist, courier, carrier, or service provider involved in the fulfillment or delivery of an order.

LatinFlores's responsibility is limited to coordinating the order and providing the remedies expressly described in this policy.

Nothing in this section shall exclude liability that cannot legally be excluded under applicable law.

21. Customer Acknowledgment and Consent

By completing a purchase on LatinFlores.com, the customer confirms they have read, understood, and agreed to this Refund and Satisfaction Policy in its entirety. This agreement is entered into at the time of checkout and constitutes a binding contract between the customer and LatinFlores.