Refund policy

At Amarilis Flowers, we pride ourselves on crafting fresh, luxury floral arrangements tailored for special moments across Toronto and the Greater Toronto Area (GTA). Because fresh-cut flowers are natural, highly perishable goods, our return and refund policy is strictly designed to maintain fairness, operational excellence, and clear mutual expectations.

1. All Sales Are Final (Perishable Goods Policy)
Due to the perishable nature of fresh flowers and customized floral styling, all sales are final once orders are dispatched or picked up. We do not accept returns or physical exchanges of fresh flowers.

2. 24-Hour Strict Quality Claim Window (Photo Proof Required)
We guarantee that our flowers leave our design studio in pristine, fresh condition. If an arrangement arrives significantly damaged or defective:
- You MUST notify us in writing at sales@amarilisflowers.ca within exactly 24 hours of delivery or pickup.
- Your email must include: (1) Order Number, (2) Clear, unedited photographs of the entire arrangement, packaging, and delivery slip, and (3) A brief explanation of the issue.
- Claims received after 24 hours will NOT be eligible for replacement or refund, as floral longevity depends directly on recipient flower care, water levels, and ambient temperature once delivered.

3. Proof of Delivery (POD) & Chargeback Protection
Our drivers take a timestamped, geo-tagged photograph upon completing each delivery (hand-off or secure doorstep drop). This photographic proof serves as definitive legal verification of delivery and will be provided directly to financial institutions in the event of unauthorized credit card chargebacks or disputes.

4. Delivery Issues Beyond Our Control
No refunds or complimentary replacements will be issued for:
- Incorrect, incomplete, or outdated delivery addresses provided by the sender.
- Inaccessible buildings, gated properties, or non-responsive recipients.
- Orders left safely with building security, concierge, or at the recipient’s doorstep per standard Toronto residential delivery protocols.
- If a re-delivery is requested due to recipient unavailability or address error, a standard re-delivery fee will apply.

5. Seasonal Floral Substitutions
Fresh flowers are subject to seasonal availability and daily market arrivals. If a specific bloom or vase is unavailable, our master florists reserve the right to substitute with blooms of equal or greater value, strictly preserving the color palette, aesthetic, and luxury value of the chosen design. Minor natural variations in bloom size or petal hue do not constitute defects.

6. Cancellation & Modification Policy
- Advance Orders: Cancellations or date modifications are accepted up to 24 hours prior to the scheduled delivery date for a full refund.
- Same-Day Orders: Because fresh stems are immediately allocated, cut, and handcrafted upon receipt, Same-Day orders cannot be cancelled or modified once processing begins.
- Custom Event & Wedding Bookings: Subject to individual retainer agreements and non-refundable deposits.

7. Approved Resolutions
If a claim is verified and approved by our management team within the 24-hour window, Amarilis Flowers will, at its discretion:
- Schedule a complimentary replacement bouquet on the next available delivery route, OR
- Issue an in-store credit or partial/full refund to the original payment method (processed within 5-10 business days depending on your financial institution).

Contact & Customer Care:
For questions or customer support, contact sales@amarilisflowers.ca or call (416) 523-2998 (Monday to Sunday, 9:00 AM – 8:00 PM EST).