Refund Policy

At Interfloras, we are committed to ensuring complete customer satisfaction with every order placed through interfloras-ie.com. We understand that issues can occasionally arise with floral arrangements and related products, and this Refund Policy has been created to ensure a fair, transparent, and straightforward process for all our customers. This policy complies fully with the Consumer Rights Act 2022, the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, and all applicable Irish consumer protection legislation.

Please read this policy carefully before placing your order. By completing a purchase on interfloras-ie.com, you confirm that you have read, understood, and agreed to the terms set out below.

1. Our Commitment to Quality

Every floral arrangement, gift basket, plant, and accessory we deliver is prepared with the utmost care and attention to quality. Our products are perishable in nature, which means that special conditions and timeframes apply to refund and return requests. We work closely with our network of florists across Ireland to ensure that every delivery meets the highest standards.

If for any reason you are not fully satisfied with your purchase, we encourage you to contact us as soon as possible so that we can resolve the matter promptly and to your satisfaction.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund under the following circumstances:

• The flowers or products delivered were significantly different from what was ordered or shown on our website.
• The floral arrangement was delivered in a damaged, wilted, or poor condition upon arrival.
• The delivery was not made on the agreed date or within the agreed timeframe.
• The order was not delivered at all, and no reasonable explanation was provided.
• The wrong items were delivered to the recipient.
• The product was of unsatisfactory quality at the time of delivery, as defined under the Sale of Goods and Supply of Services Act 1980 and the Consumer Rights Act 2022.
• You exercised your statutory right of cancellation within the applicable cooling-off period (see Section 8 below).

To be eligible for a refund, you must notify us within the timeframes set out in Section 3 of this policy, and you must be able to provide reasonable evidence of the issue (such as photographs of the damaged or incorrect items).

2.1 Conditions That Must Be Met

• The refund request must be submitted by the original purchaser or with their authorisation.
• Proof of purchase (order confirmation number or receipt) must be provided.
• Evidence of the issue (photographs, written description) should be included wherever possible.
• The issue must not have been caused by improper care or handling by the recipient after delivery.

3. Timeframes for Refund Requests

Due to the perishable nature of our products, it is essential that refund requests are submitted promptly. The following timeframes apply:

Requests submitted outside of these timeframes may not be accepted, except in cases where the delay was caused by circumstances beyond the customer's reasonable control. We reserve the right to assess each case individually and apply discretion in exceptional circumstances.

4. Non-Refundable Items and Services

Please note that the following items and circumstances are generally not eligible for a refund:

• Personalised or custom-made floral arrangements that were delivered as described and in good condition.
• Products that have been altered, tampered with, or damaged by the recipient after delivery.
• Orders where delivery was unsuccessful due to an incorrect address provided by the customer.
• Orders where delivery was refused by the recipient without valid reason.
• Add-on items such as chocolates, wines, or balloons, where the primary order was fulfilled satisfactorily and the add-on item shows no defect.
• Same-day delivery charges, where the delivery was completed on the requested date.
• Digital gift vouchers or e-gift cards once they have been redeemed.
• Seasonal arrangements (e.g., Valentine's Day, Mother's Day) where the customer was informed of potential substitute flowers due to availability constraints and accepted such terms at checkout.
• Orders cancelled after the florist has already prepared the arrangement and dispatched it for delivery.

5. How to Request a Refund — Step-by-Step Process

If you believe you are entitled to a refund, please follow these steps:

1. Step 1 — Contact Us Promptly: Send an email to [email protected] or visit our website at interfloras-ie.com. Contact us as soon as possible after the issue is discovered and within the timeframes listed in Section 3.
2. Step 2 — Provide Your Order Details: Include your full name, email address used to place the order, your order reference number, the delivery date, and a clear description of the issue.
3. Step 3 — Submit Supporting Evidence: Attach clear photographs of the flowers or items in question wherever possible. This significantly speeds up the resolution process.
4. Step 4 — Review and Response: Our customer care team will acknowledge your request within 2 business days and will aim to provide a full resolution within 5 business days of receiving all necessary information.
5. Step 5 — Resolution Offered: We will offer an appropriate remedy, which may include a full refund, partial refund, replacement delivery, or store credit, depending on the nature of the issue.
6. Step 6 — Refund Processed: If a refund is approved, it will be processed to your original payment method within the timeframes set out in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time for the funds to appear in your account will depend on your payment method:

Please note that while we process refunds on our end promptly upon approval, your bank or payment provider may take additional time to reflect the transaction in your account. We are unable to control these external processing times. If you have not received your refund within the timeframes above, please first check with your bank before contacting us.

7. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. Partial refunds may be issued in the following circumstances:

• Only a portion of the order was unsatisfactory or incorrect (e.g., one item in a combined bouquet and gift set).
• The flowers were delivered on the correct date but were slightly below expected quality, without being completely unacceptable.
• A substitution was made to the arrangement without prior notice to the customer, and the substitution was of lesser value.
• Delivery was made on a different date than requested, but still within a short reasonable timeframe.
• Part of the order was not delivered (e.g., the balloon add-on was missing but the flowers were delivered correctly).

The value of any partial refund will be assessed fairly and proportionately based on the nature and extent of the issue. We will always communicate our reasoning clearly when offering a partial refund.

8. Cancellation Policy and Cooling-Off Period

Under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, consumers in Ireland have the right to cancel an order within 14 calendar days of placing it, provided the order has not already been prepared or dispatched.

8.1 How to Cancel an Order

To cancel an order, please contact us immediately by email at [email protected] with your order reference number and a clear statement that you wish to cancel. The sooner you contact us, the greater the likelihood of a full cancellation before preparation has begun.

8.2 Cancellation Timeframes

Due to the perishable and time-sensitive nature of our products, once a floral arrangement has been prepared by our florists, cancellation may not be possible. We will always try to accommodate cancellation requests where operationally feasible.

9. Exchange Policy

In lieu of a full refund, we are happy to offer an exchange or replacement in many cases. Exchanges are available under the following conditions:

• The original product was delivered in poor or unsatisfactory condition.
• The wrong arrangement was delivered.
• The customer would prefer a replacement delivery over a monetary refund.

Replacement deliveries will be arranged as soon as possible, typically within 2 to 3 business days of the issue being confirmed, subject to florist availability and delivery area. Replacements are offered on a like-for-like basis or of equivalent value. Any exchange or replacement offer does not affect your statutory right to a refund if you prefer that option.

10. Dispute Resolution Process

We sincerely hope that all issues can be resolved quickly and amicably through our customer care team. However, if you feel that your complaint has not been resolved satisfactorily, you have the following options available to you:

10.1 Internal Escalation

If you are not satisfied with the initial response from our customer care team, you may request that your case be escalated to a senior member of our management team. Please send your escalation request to [email protected] with the subject line "Formal Complaint — Escalation Request" and your original order reference number.

10.2 External Dispute Resolution

If the matter remains unresolved after internal escalation, you may seek assistance from the following external bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and guidance to consumers in Ireland. You can contact them at www.ccpc.ie or by telephone at 01 402 5555.
• European Online Dispute Resolution (ODR) Platform: If you purchased online and the dispute remains unresolved, you may submit your complaint via the EU ODR platform at ec.europa.eu/consumers/odr.
• Small Claims Court: For disputes involving amounts up to €2,000, you may apply to the Small Claims Court in Ireland. Details are available through the Courts Service of Ireland at www.courts.ie.

11. Your Statutory Rights

Nothing in this Refund Policy is intended to limit or exclude your statutory rights as a consumer under Irish law, including but not limited to:

• The Consumer Rights Act 2022
• The Sale of Goods and Supply of Services Act 1980
• The European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013
• The European Communities (Unfair Terms in Consumer Contracts) Regulations 1995

Your statutory rights are not affected by this policy, and you may always exercise your legal rights regardless of the timeframes or conditions set out above.

12. Contact Information for Refund Requests

To submit a refund request, make a cancellation, or discuss any issue with your order, please contact our customer care team using the details below. We are here to help and will do our best to resolve your query as quickly as possible.

When contacting us, please have the following information ready to help us assist you more efficiently:

• Your full name and contact email address
• Your order reference number
• The delivery date and recipient's name
• A clear description of the issue
• Photographs of the product (where applicable)

13. Changes to This Policy

Interfloras reserves the right to update or amend this Refund Policy at any time. Any changes will be reflected on this page with an updated effective date. We encourage all customers to review this policy periodically. Your continued use of our website and services following any changes constitutes acceptance of the updated policy. For significant changes, we may also notify registered customers by email.