Refund policy

Returns & Refund Policy

At Ribbon & Rose, every floral arrangement and gift is prepared with care. Due to the perishable nature of many of our products, our returns policy differs between fresh flowers, balloons, and non-perishable items.

🌸 Fresh Flower Orders

Because fresh flowers are perishable and time-sensitive:

  • We do not accept returns for change of mind.

  • We do not offer refunds once flowers have been delivered or collected.

If you believe there is an issue with your order, please contact us within 24 hours of delivery or pickup and provide clear photos of the arrangement so we can assess the concern.

If we determine that:

  • The flowers were damaged in transit,

  • The arrangement significantly differs from what was ordered, or

  • The flowers were not of acceptable quality upon arrival,

We may offer one of the following at our discretion:

  • A replacement arrangement

  • A partial refund

  • A store credit

All claims must be reported within 24 hours to allow fair assessment.

🎈 Balloons (Air-Filled & Helium)

Balloons are also considered perishable due to their limited float time and sensitivity to temperature and handling.

  • We do not offer refunds for change of mind once balloons have been inflated and prepared.

  • We are not responsible for reduced float time due to heat, cold weather, high ceilings, or improper handling after pickup/delivery.

If balloons arrive damaged or deflated at the time of delivery or collection, please notify us immediately (within 12 hours) with photos so we can assess and offer a suitable resolution where appropriate.

🎁 Non-Perishable Gift Items

This includes items such as:

  • Candles

  • Chocolates (sealed)

  • Hampers (non-perishable components)

  • Vases

  • Plush toys

  • Homewares

  • Giftware

Non-perishable items may be eligible for exchange within 7 days of purchase if:

  • The item is unused

  • In original packaging

  • In resalable condition

  • Accompanied by proof of purchase

Refunds are not offered for change of mind. Exchanges or store credit may be provided at our discretion.

Food and beverage items from our café are not refundable.

🚚 Delivery Responsibility

 Once an order has been successfully delivered to the address provided (including reception desks, front doors, or designated safe places), Ribbon & Rose is not responsible for:

  • Incorrect delivery details supplied at checkout

  • Recipient not being home

  • Theft or damage after delivery

  • Exposure to heat or weather after delivery

  • Balloons affected by environmental conditions after delivery

Please ensure delivery information is accurate when placing your order.

🌿 Seasonal & Substitution Policy

Due to seasonal availability, certain flowers may need to be substituted. Any substitutions will always be of equal or greater value and in keeping with the original style, size, and colour palette.

If you have any concerns about your order, please contact us directly — we are committed to resolving genuine issues fairly and professionally.


You can always contact us for any return question at ribbonnrose@outlook.com.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ribbonnrose@outlook.com.