REFUND POLICY

Effective Date: May 15, 2025

Grace & Bloom Flowers (hereinafter referred to as “the Company”) is dedicated to providing floral arrangements and related products of unparalleled quality, sourced directly from trusted growers and local suppliers to ensure freshness and aesthetic excellence. Acknowledging the perishable nature of floral products and the paramount importance of customer satisfaction, the Company has established this Refund and Return Policy (hereinafter referred to as “the Policy”) to delineate the conditions under which refunds, replacements, or returns may be requested. This Policy is crafted to provide transparency, ensure equitable resolution of customer concerns, and safeguard the Company against misuse, while upholding our BloomBright Promise, which underscores our commitment to exceeding customer expectations.

Section 1: Scope and Applicability

1.1 This Policy applies to all purchases of floral arrangements, plants, and non-perishable goods (e.g., vases, gift items) made through the Company’s website (gracebloom.flowers), physical retail location(s), mobile applications, or authorized third-party platforms.

1.2 The Policy is subject to applicable consumer protection laws and regulations, including but not limited to the U.S. Consumer Contracts Regulations for online transactions. Customers are encouraged to review their statutory rights, which may supplement this Policy.

1.3 The Company reserves the right to amend this Policy at its sole discretion. The most current version will be posted on the Company’s website (gracebloom.flowers), and amendments shall take effect immediately upon publication.

Section 2: BloomBright Promise

2.1 The Company guarantees 100% customer satisfaction with respect to the quality, freshness, and presentation of its floral arrangements and products. Should any product fail to meet reasonable expectations, the Company will endeavor to rectify the issue in accordance with the terms herein.

2.2 The BloomBright Promise does not extend to subjective preferences (e.g., dissatisfaction with the aesthetic design of an arrangement) unless accompanied by objective evidence of defect or nonconformity (e.g., damaged or wilted flowers).

Section 3: Perishable Goods (Floral Arrangements and Plants)

3.1 Non-Returnable Nature: Owing to the perishable and ephemeral nature of floral arrangements and plants, the Company acknowledges that fresh flowers, as natural products severed from their roots, may exhibit minor imperfections or variations, which are intrinsic to their organic character and do not constitute defects. The Company stands behind the quality of its artisanal work and meticulous selection process, striving to ensure customer satisfaction in accordance with the BloomBright Promise. Customers may request remedies for significant quality issues as delineated below.

3.2 Handcrafted Artistry and Visual Representations:

Each floral arrangement is individually handcrafted by the Company’s skilled artisans, rendering every creation unique in its composition and character. Images and videos displayed on the Company’s website (gracebloom.flowers), social media platforms, or other promotional materials serve as illustrative references, capturing the intended aesthetic, color palette, and spirit of the arrangement, rather than exact replicas.
Such visual representations are produced under controlled photographic conditions and may be professionally enhanced to ensure clarity and vibrancy. Despite these efforts, variations in the delivered product may occur due to the natural diversity of floral materials, artisanal interpretation, or differences in digital device color calibration. The Company shall not be liable for discrepancies arising from these factors or for subjective dissatisfaction with the aesthetic outcome, absent objective evidence of nonconformity.

3.3 Expected Lifespan and Care Instructions:

With proper care, the Company’s floral arrangements are expected to remain fresh and vibrant for approximately five to seven (5–7) days from the date of delivery or in-store pickup, depending on the flower varieties and environmental conditions. To maximize longevity, each delivery includes care instructions, which outline essential practices such as trimming stems, using provided floral preservatives, changing vase water every third day, and avoiding direct sunlight, heat sources, or ethylene-producing fruits and vegetables.
Adherence to these instructions is critical to maintaining the quality and freshness of the arrangements, and the Company shall not be liable for deterioration resulting from non-compliance.

3.4 Damage Complaint Window:

Customers must report any physical damage to floral arrangements or plants (e.g., crushed flowers, broken stems, or damaged containers) within one (1) hour of delivery or in-store pickup, defined as the time the order is delivered to the address provided by the customer or collected in-store. This expedited timeframe ensures immediate assessment of delivery-related damage under the BloomBright Promise.
Reports of physical damage must include photographic evidence and order details, as specified in Section 3.6, and must be submitted through the channels outlined in Section 10. Failure to report within one (1) hour may result in the denial of the claim at the Company’s sole discretion, as delayed reporting may obscure the cause of damage.

3.5 Quality Complaint Window:

Customers must report any significant issues related to the quality, freshness, or condition of perishable goods within three (3) calendar days of delivery or in-store pickup, defined as the date the order is delivered to the address provided by the customer or collected in-store. This timeframe ensures prompt assessment of claims while reflecting the perishable nature of floral products under the BloomBright Promise.
Complaints received after three (3) calendar days but within seven (7) calendar days may be considered on a discretionary basis, provided compelling evidence demonstrates that the issue originated at the time of delivery (e.g., flowers significantly wilted upon arrival). Such discretionary remedies, if granted, may include store credit or partial refunds at the Company’s sole discretion.

3.6 Reporting Requirements:

Customers must contact the Company through the channels specified in Section 10.
Complaints must include the order number, a detailed description of the issue, and photographic evidence clearly depicting the defect or nonconformity (e.g., significantly wilted flowers, damaged stems, or material deviation from the ordered product’s description). Acceptable quality shall be determined by objective criteria, such as substantial deterioration upon delivery.
Failure to provide photographic evidence or sufficient details within the specified timeframe may result in the denial of the claim at the Company’s sole discretion.

3.7 Remedies:

Upon verification of a valid claim within the one (1) hour window for physical damage or the three (3) calendar day window for quality issues, the Company may, at its sole discretion, offer one of the following remedies: a. A replacement arrangement of equivalent value, delivered at no additional cost to the customer. b. A partial refund, not to exceed 50% of the original purchase price, issued to the original payment method or as store credit. c. A full refund to the original payment method, in exceptional cases where the product is deemed wholly nonconforming to objective quality standards.
The Company reserves the right to coordinate resolutions through local florist partners, where applicable, to ensure prompt and efficient service.
Remedies shall only be provided for issues directly attributable to the Company’s error or negligence, such as delivery of substandard or incorrect products.

3.8 Recipient Responsibility:

Upon delivery or in-store pickup, the recipient assumes sole responsibility for the care and maintenance of floral arrangements and plants. The Company shall not be liable for deterioration resulting from improper handling, unsuitable environmental conditions (e.g., exposure to heat, sunlight, or ethylene gas), or neglect by the recipient or any third party post-delivery.

3.9 Exclusions:

No remedies will be provided for issues reported after the one (1) hour window for physical damage or three (3) calendar days for quality issues, except as provided under the discretionary clause in Section 3.5.
No remedies will be provided for issues resulting from customer errors, including but not limited to: a. Provision of an incorrect delivery address or recipient contact information. b. Recipient unavailability or refusal to accept delivery. c. Failure to provide adequate delivery instructions.
No remedies will be provided for delays or damages caused by uncontrollable factors, including but not limited to inclement weather, natural disasters, or third-party courier errors.
No remedies will be provided for subjective dissatisfaction, including preferences regarding color, design, or natural imperfections inherent to fresh flowers, absent objective evidence of nonconformity.

3.10 Holiday Periods:

During peak holiday periods (e.g., Valentine’s Day, Mother’s Day, Christmas), a stricter complaint window of forty-eight (48) hours applies for perishable goods, including quality issues, to account for heightened demand and logistical constraints. The one (1) hour window for physical damage remains unchanged.
Customers must provide photographic evidence and order details within the applicable timeframe to be eligible for remedies.
No refunds will be issued for cancellations requested less than forty-eight (48) hours prior to the scheduled delivery date during holiday periods.

Section 4: Non-Perishable Goods

4.1 Return Eligibility: Non-perishable goods such as vases, gift items, and any other non-perishable accessories, may be returned within thirty (30) calendar days of delivery or in-store pickup, provided they are unused, in their original packaging, and in resalable condition by original purchaser only.

4.2 Return Process:

Customers must contact the Company through the channels specified in Section 10 to initiate a return, providing the order number and reason for the return.
The Company will issue a Return Merchandise Authorization (RMA) number, which must be included with the returned item.
Customers are responsible for return shipping costs, unless the item is defective or was shipped in error by the Company.
Returns must be sent to the address provided upon issuance of the RMA within fourteen (14) calendar days of receiving the RMA.

4.3 Refunds for Non-Perishable Goods:

Upon receipt and inspection of the returned item, the Company will issue a refund to the original payment method within seven to ten (7–10) business days.
Refunds will exclude original shipping costs, unless the return is due to a Company error.
Items returned in non-resalable condition may be subject to a restocking fee of up to 20% of the purchase price, at the Company’s discretion.

4.4 Exclusions:

Non-perishable goods customized or personalized at the customer’s request are non-returnable.
Items damaged due to customer misuse or neglect are ineligible for return.

Section 5: Cancellations

5.1 Pre-Delivery Cancellations:

Customers may cancel orders prior to delivery by contacting the Company through the channels specified in Section 10 at least twenty-four (24) hours before the scheduled delivery date (forty-eight (48) hours for holiday periods).
A full refund will be issued to the original payment method within seven to ten (7–10) business days.

5.2 Post-Delivery Cancellations:

No refunds will be issued for cancellations requested after delivery has been completed, except as provided under Section 3 for quality or damage issues.

5.3 Early Cancellation Incentive:

Orders cancelled more than seventy-two (72) hours prior to delivery will receive a full refund, plus a 10% store credit bonus based on the order value, as a gesture of goodwill.

Section 6: Quality Assurance and Local Sourcing

6.1 The Company prides itself on direct sourcing from local growers and trusted suppliers to ensure the freshest and highest-quality floral products. This commitment reduces the likelihood of quality issues and enhances customer satisfaction.

6.2 In the event of a quality or damage concern, the Company’s local florist partners may be engaged to inspect and resolve issues promptly, ensuring minimal disruption to the customer experience.

Section 7: Exceptions & Anti-Abuse Provisions

7.1 The Company reserves the right to deny any refund, replacement, or return request that lacks sufficient evidence, appears fraudulent, or violates the terms of this Policy.

7.2 Customers submitting multiple claims deemed unfounded may be subject to restrictions on future purchases, at the Company’s discretion.

7.3 All refunds and store credits are issued to the original payment method or as store credit, at the Company’s discretion, to prevent exploitation.

7.4 The following items are exempt from returns or refunds, except in cases of verified quality or damage issues as outlined in Section 3:

Discounted or sale items.
Bundles.
Gift sets.
Products with missing cards or components.
Returns based solely on subjective dissatisfaction (e.g., “not liking” the arrangement) without objective evidence of nonconformity.

Section 8: Miscellaneous

8.1 Adverse Weather Conditions: During adverse weather conditions (including but not limited to heavy rain or flooding), our delivery partners may not be able to deliver orders on time. This is outside of our control, and the Company cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, the Company is not able to refund or offer re-delivery of affected orders.

8.2 Force Majeure: Grace & Bloom Flowers shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any license or consent), (iv) fire, explosion, flood, fog, or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery, or vehicles, (vi) default of suppliers, subcontractors, or delivery partners, (vii) theft, malicious damage, strike, lock-out, or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond the Company’s reasonable control.

8.3 Severability: If any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

8.4 Governing Law: This Policy shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law principles.

Section 9: Acknowledgment

9.1 By placing an order with the Company, customers acknowledge that they have read, understood, and agreed to be bound by the terms of this Policy.

Section 10: Contact Information

10.1 Customers may submit complaints, return requests, or cancellation requests through the following channels:

Telephone: (949) 889-2231, available Monday–Friday, 9:00 AM–5:00 PM PST.
Email: support@gracebloom.flowers, with a response expected within one (1) hour during business hours.
Website: gracebloom.flowers/contact.

The Company encourages customers to retain proof of purchase (e.g., order confirmation, receipt) to facilitate claim processing.

Refund Form