Refund Policy
REFUND POLICY
Please note that the first petals of the flowers are guard petals. At times, they may look charred or discolored. They can easily be removed to reveal the fresh blooms underneath. In this case, your complaint will not be considered for refund or exchange.
To be eligible for refund in case of delivery or product issues due to our fault, the customer should communicate the complaint to us within 24 hours from receipt of order, and the items should be in the same condition as they were when delivered. Refund is also subject to our review and investigation. Please observe our policy below on Customer Complaints.
Kindly note that transaction fees charged by Payment Gateways (e.g. PayPal, iPay88) are non-refundable.
In case payment has been made and the selected products are unavailable or the delivery location is not serviceable, refund shall be made. Please expect the full refund within 7-14 working days, excluding transaction fees charged by payment gateways.
Please note that some banks can take up to 15-30 days, or until your next billing cycle to process your refund. We have no influence over these timescales.
No refund for delays or non-delivery due to inaccurate information provided by the customer. Please see our policy below on Redelivery.
CANCELLATION POLICY
Customer’s Cancellation
For same-day deliveries or orders placed 1 day in advance, orders may not be cancelled once the flowers are arranged.
For orders placed in advance, you may cancel only at least 2 days before the delivery date.
After cancellation, please expect the full refund within 7-14 working days, excluding transaction fees charged by payment gateways.
Citiflora’s Cancellation
Citiflora reserves the right to decline, postpone, or change (with prior notice to the customer) orders in unsafe areas, especially at night. The customer shall be notified to change the delivery time or location.
Successful Delivery
Delivery is considered successful only when:
the items are handed to the recipient, authorized representative, or other persons mentioned below, or
the address is found to be incomplete or incorrect when the item is already out for delivery. (Please see our policy below on Redelivery.)
Once the items are successfully delivered, Citiflora is no longer liable for any loss or damages that will occur after the delivery or for the negligence of the recipient, representative, or any of the persons mentioned above.
Redelivery Policy
No refund for delays or non-delivery due to inaccurate information provided by the customer.
In case of non-delivery not due to Citiflora’s fault (e.g. incorrect delivery details provided by the customer), the customer may choose to schedule a redelivery for an additional fee or have the item picked up at our shop.
In case of redelivery, we will deliver exactly the same item that was returned to the shop. Thus, we cannot guarantee that the item will be as fresh as they were on the first delivery.
If you wish to change the item (e.g. flowers or food) to new and fresh ones, you must pay again to place for a new order.
Citiflora is not liable for delay or non-delivery due to acts of God, natural disasters, and other reasons beyond our control. The customer will be notified and your order will be delivered as soon as the conditions permit.
Cancellation Due to Location
Citiflora reserves the right to decline, postpone, or change (with prior notice to the customer) orders in unsafe areas, especially at night. The customer shall be notified to change the delivery time or location.