Thanks for shopping at The Secret Petal. If you are not entirely satisfied with your purchase, we’re here to help.

Due to the perishable nature of flowers, all our products/services are non-returnable and non-refundable. However, all complaints will be dealt on a case by case basis.

Although we do our best to ensure that this does not happen, on rare occasions, goods arrive at their destination damaged. If the recipient receives damaged goods, please contact us immediately (within 24 hours) with an image of defective good so that we can arrange a replacement for the next available delivery date.

In order for us to resolve any complaints quickly and to our mutual satisfaction, and in view of the nature of the goods we deal in, we request that you make any complaint within 1 day of the date of delivery or intended delivery of your purchase.

Refunds
If you are eligible for any refund, it will be processed within 15 working days to return an item from the date you received it. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards, Downloadable software products, some health and personal care items. To complete your return, we require a receipt or proof of purchase.

Refunds Procedure
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale items, Pre-Orders and Special / Limited Editions
Only regular priced items may be refunded. Unfortunately, sale items, pre-orders, special edition and limited edition items cannot be refunded.

Exchanges
We only replace refundable items if they are defective or damaged. If you need to exchange it for the same item, please contact us.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact Us
If you have any questions on how to return your item to us, contact us.

Last updated: February 20, 2017