Under the following circumstances, refund is possible. The due amount will be charged back to the originating account. All refunds are processed and submitted to the bank within 7 working days* of receipt of your refund request. Thereafter, the bank will process the credit to your credit card. The time frame for the credit to manifest in your credit card statement is defined by the bank.

• We offer a full refund, in case an order is not fulfilled, although this is very rare.
• We are not able to deliver your orders due to the products out of stock.
• Cancellation of order. Please see Order Cancellation Policy below.

Cancellation Policy
For orders need to be cancel please note the following:

• To cancel an order you must email us five days in advance before date of delivery at customerservice@philflora.com otherwise it is not possible to cancel the order anymore.
• Orders cannot be cancelled once they have been reserved,designed and are on delivery.
• Orders cannot be cancelled once they have been attempted for delivery and can not be completed because recipient is unavailable. There will be $10 re-delivery charge.
• Orders that are placed with incorrect information (i.e. wrong address) that prevents direct delivery cannot be cancelled or refunded.
• For cake deliveries and items that requires reservations, please kindly note that there will be no cancellation allowed after the order is confirmed. In the event that cancellation is needed, the order will still be chargeable at the full price.
• All transactions are final.
• We reserve the right to refuse service on any order which may contain bad language, insufficient or incorrect delivery details or do not comply with our policies. In addition, all orders which fail our strict validation process will be automatically cancelled. In any case, a $10 administration fee will apply and you will be notified via email or phone.

Substitution Policy

• Substitution may be necessary to ensure your order arrives on time, i.e. a specific basket, vase, soft toy, color etc. Our florists will substitute a similar element of equal or greater value. We use only the freshest of flowers and fruits and so will make substitutions depending on seasonal availability for those items.
• While we will deliver the types, number of stalks and colors of main flowers that are ordered, however, the fillers, wrappers or the way the flowers are arranged may be different from the image posted. The end product will always be maintained to its professional standard, quality and value.
• We will change or modify to other product designs of the same value if the colors and flower types are not available. Although this is rare, it can happen when supply is low or demand is exceptionally high during a particular season.
• In single-variety arrangements, variety will take preference over colour. For example, if we are out of ''red roses'', we will substitute another colour of roses, not another flower.
• Wherever possible, customers will be informed of any major changes to the product before delivery if there is sufficient time but if it is already date of delivery we will try to contact the customer and if we were not able to talk we will contact the recipient to decide for the replacement of the item.
  
  

Return Policy
Our return policy is simple and hassle-free. You may return any item for a full value on the item purchase price - excluding shipping & handling fees, as long as the product is in its original condition and must not be removed from its original packaging. Return request must be made within 24 hours of receipt of your orders through email or call.
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We are unable to accept returns on perishable items.