Refund and Satisfaction Policy – LatinFlores
At LatinFlores, we don’t just deliver flowers — we deliver emotions.
Our products are fresh and perishable, so we do not accept returns once a delivery has been completed.
However, we stand by our Freshness and Satisfaction Guarantee, so you can always feel confident that we’ll be here to help if something doesn’t go as expected.
1. Freshness and Quality Commitment
Each arrangement is carefully prepared to arrive fresh, beautiful, as described. If your order does not meet expectations, we will work quickly and fairly to find a solution.
2. Refunds, Replacements, and Redeliveries
If you are not satisfied with your order, please contact us within 24 hours of delivery.
Depending on the situation, we may offer:
- A redelivery of a similar arrangement at no additional cost.
- A replacement with a product of equal or greater value.
- A refund to the original method of payment.
To assist you as efficiently as possible, we will request a photo of the delivered product.
3. Delivery Guarantee
If we are unable to deliver your order due to an error on our part, you will receive a full refund or a complimentary redelivery. We will notify you as soon as possible to provide a quick and fair solution.
- If delivery cannot be completed due to an incomplete address, incorrect details, or the recipient’s absence, additional fees will apply for a second delivery attempt.
- Important: Delivery fees vary by location.
Sometimes, a different city or delivery zone may be selected by mistake. This can cause a price difference or delay in delivery. In such cases, the rate will be adjusted according to the correct destination, and we’ll contact you to confirm before proceeding.
If the order is delivered correctly and the recipient chooses not to accept it, the order is considered fulfilled, and no refund applies.
4. Substitutions and Design
At times, certain flowers, containers, accessories, or wrapping materials may not be available due to seasonal or local supply conditions.
- In such cases, we will make substitutions with products of equal or greater value, always maintaining the style and essence of the arrangement.
- The photos on our website are for reference only.
Natural variations in color, shape, or presentation may occur depending on the season and availability, but the overall design and quality will always reflect the LatinFlores standard.
5. Cancellations
- Orders may be canceled up to 48 hours before the scheduled delivery date for a full refund.
- Cancellations for same-day orders are not accepted, as arrangements are prepared immediately.
- Cancellations requested less than 48 hours in advance are non-refundable if the order has already been prepared or dispatched, since our products are fresh and custom-made.
6. Same-Day Delivery and Schedules
We guarantee delivery on the selected date, but cannot promise an exact time unless requested at least 24 hours in advance during checkout.
Same-day deliveries (Monday to Friday) depend on order time and the capacity of our local florists.
- Same-day delivery: Orders placed before 12 PM (local time) can usually be delivered the same day.
- Saturdays: Deliveries are available for orders placed before 12 PM (local time).
- Sundays and holidays: To ensure delivery on these days, we recommend placing your order at least 48 hours in advance.
- Orders placed during weekends or holidays (outside of special dates) will be delivered on the next business day.
- Typical delivery hours are between 9 AM and 7 PM (local time), but may vary depending on the location and conditions of the day.
During peak seasons or last-minute orders, same-day service may not be available.
- In those cases, our team will contact you to coordinate the best alternative: next-day delivery, substitution, or refund.
- For breakfast boxes, gift baskets, or special products, we recommend ordering at least 48 hours in advance to allow proper preparation and coordination.
7. Peak Seasons and High-Demand Dates
On special occasions such as Valentine’s Day, Mother’s Day, Christmas, etc. substitutions may be more frequent due to high demand.
- In every case, we will maintain the quality, style, and value of your original arrangement.
- On holidays, we recommend placing your order at least 48 hours in advance to avoid changes in delivery dates.
- During these peak periods, deliveries may be made one day earlier than selected to ensure on-time arrival. We’ll contact you for confirmation when applicable.
- If delivery on the selected date is not possible, we’ll notify you as early as possible to coordinate the best alternative.
In high-demand seasons, special weekend or holiday deliveries may be enabled depending on our florists’ operating capacity.
8. Refund Processing
Approved refunds will be issued to the original method of payment within 5 to 7 business days. Processing times may vary depending on your bank or payment provider.
9. Recipient Availability
- If the recipient is unavailable at the time of delivery, we will attempt to contact them at the provided number. If appropriate, the arrangement may be left with a trusted person (family member, neighbor, friend, or building staff), provided it is safe and suitable. If contact cannot be made, we will reach out to the customer for further instructions.
- If the contact information provided is incorrect or incomplete, LatinFlores cannot guarantee same-day delivery.
- If a second delivery attempt is required, additional charges will apply.
- If the recipient refuses the order, we will notify you by email. The flowers will be returned to our shop, and in that case, no refund will be issued as the service is considered fulfilled.
10. Cases Not Eligible for Refund or Replacement
The following situations are not eligible for refund or replacement:
- Orders reported more than 24 hours after delivery.
- Failed deliveries due to incorrect or incomplete contact information.
- Orders refused by the recipient for personal reasons.
- Circumstances beyond our control, such as severe weather, natural disasters, or transportation disruptions.
11. Returns
Because our products are perishable, we do not accept physical returns.
Our priority is to provide fast and fair solutions through replacements, redeliveries, or refunds when applicable.
12. Fraud and Abuse Prevention
Our Freshness and Satisfaction Guarantee applies only to legitimate and verifiable situations.
LatinFlores reserves the right to deny fraudulent, abusive, or repetitive claims.
LatinFlores does not share personal information of customers or recipients without prior written consent.
For claims involving minors, personal disputes, or situations unrelated to the delivery service, LatinFlores is not responsible, as our commitment is limited to the safe and proper completion of the delivery.
13. Sale and Delivery of Alcoholic Beverages
Some of our products may include alcoholic beverages as part of the gift.
- The purchase of these items is restricted to customers aged 18 or older (or the legal drinking age in the destination country).
- By placing an order, the buyer confirms they are of legal age and assumes full responsibility for the use and delivery of the product.
LatinFlores cannot verify the recipient’s age, so responsibility rests with the buyer.
We reserve the right to refuse, cancel, or modify orders containing alcohol when prohibited by local law or subject to delivery restrictions.
14. How to File a Claim
If your order does not meet expectations, please contact us within 24 hours of delivery and provide the following information:
- Order number
- Recipient’s name and address
- A clear description of the issue and photos of the delivered product.
Our team will review your case and provide a quick and fair solution.
15. Our Promise
At LatinFlores, we value your trust. If something doesn’t go as planned, we’ll be by your side to make it right — whether through a replacement, refund, or redelivery. Every order is protected by our Freshness and Satisfaction Guarantee, because we don’t just deliver flowers — we deliver emotions.
