Refund policy

Canceling or Changing Your Order

To cancel or make changes to a flower order, please send us an email with your order number at hello@carmelgardensfloral.com. Orders that are cancelled or modified within 48 hours of the scheduled delivery date are ineligible for refund. Custom/special request orders that are cancelled or modified within 7 days of the scheduled delivery date are not eligible for refund. 

Undeliverable Orders

It is the sender's responsibility to confirm that the recipient will be available on the delivery date, that the delivery address is correct (and NOT a P.O. Box or Post Office address) and the delivery location will be accessible. We do NOT call recipients ahead to coordinate availability and delivery timing, nor do we guarantee delivery times. We do not issue refunds for orders delivered while the recipient was out of town or otherwise unavailable, or if the order was delivered to an address provided to us that is incorrect.

If no one answers the door or gate upon delivery, our driver will leave the arrangement outside in a reasonably obvious and protected place by the front door or gate entrance. If our delivery driver is unable to locate or reach the door or gate of the address provided or if weather or safety do not permit us to leave the order outdoors, they will call all phone numbers for the customer and recipient on the order to ask for assistance. Our delivery driver will wait for 15 minutes to receive a resolution from one of the contacted numbers. If the driver is unable to reach the address after the 15 minutes, they will continue with their route. The undeliverable order will be returned to our floral studio and we will reach out to the customer to coordinate a redelivery or pick up. We charge an additional fee for redelivery. If we do not receive a reply or if the order is not picked up within 48 hours, the order will be considered forfeit.

See our Delivery Policy for more details.

Rejected Delivery

If you place an order and the recipient rejects delivery, whatever the reason, we will not provide a refund and cannot be held liable for the recipient’s decision. 

See our Delivery Policy for more details.

Claim Non-Delivery

If you place an order and claim it was not delivered to the recipient, please allow us 24-hours for a complete investigation into the matter. Most often, non-delivery occurs because no one was available to accept the order and weather or security didn't permit us to leave it outside the delivery location. If this is the case, Carmel Gardens reserves the right to attempt redelivery. On the very rare occasion that we discover no delivery attempt was made, we will provide you with a full refund. If we are unable to substantiate your claim, we reserve the right to reject that claim.

See our Delivery Policy for more details.

Quality

Once flowers leave our delivery vehicle, Carmel Gardens is no longer responsible for any damages incurred due to mishandling, transit, weather, care, etc. We do not provide refunds or replacements due to improper plant or flower care on the part of the recipient.

If a delivery is made, and there is any question as to the quality of the flowers, the recipient should contact Carmel Gardens at hello@carmelgardensfloral.com within 24 hours. In most cases, we will gladly replace the arrangement. No refunds or replacements will be made for claims after this 24 hour period. 

Flower and Vessel Substitutions

The arrangements pictured on our product pages exemplify general style and color only, the actual flowers or plants used will be dependent on season, quality, availability and budget. Carmel Gardens reserves the right to make flower substitutions based on availability and our high quality standards. If a substitution(s) is made, the integrity of the proposed color scheme will be maintained and flowers of equivalent value will be used.

Occasionally we may need to substitute the vessel shown or described with another that is equally suitable for an arrangement and of equivalent value.

We do our very best to accommodate specific requests, however, due to seasonality, quality, weather conditions, market availability, supply chain issues, order volume and other factors outside of our control we do NOT guarantee flower varieties and colors or vessels. 

Weddings & Events

Wedding and event floral orders are excluded from this policy and subject to the terms of the floral agreement in place.

Contact Us

Client satisfaction is extremely important to us. Please contact us if you have any issues with your order at hello@carmelgardensfloral.com for assistance.

Please review our Terms of Service and Delivery Policy for additional information.