Cancellations, Refunds & Claims
Fresh flowers are living and perishable products. The terms applicable to cancellations, refunds and claims depend on the stage of order fulfillment and the circumstances of each case.
1. Order cancellations
Cancellation requests should be submitted as early as possible.
If preparation of the order has not yet begun, Flower2go will consider the possibility of cancelling the order.
If our florist has already begun preparing the order, flowers have been prepared or purchased specifically for it, or the order has already been dispatched for delivery, cancellation and refund eligibility will be determined according to the stage of fulfillment, the nature of the product and applicable law.
2. Changes to an order
Requests to change the contents of an order, delivery address, date, delivery window or other details should be submitted as early as possible.
Once preparation has begun or the order has been handed over to the courier, Flower2go cannot guarantee that the requested change can be made.
Changes to the delivery address after dispatch are also subject to the terms set out in the “Delivery” section.
3. Quality claims
If a quality issue, damage or material discrepancy from the order is discovered upon receipt, please contact Flower2go as soon as possible, preferably within 24 hours of receiving the order, and provide photographs of the product.
Because flowers are living and perishable products and their condition also depends on storage and care after receipt, the more time that passes after delivery, the more difficult it becomes to objectively determine their condition at the time of delivery.
4. Natural characteristics of flowers
Natural variations in shade, size, shape, stage of bloom and other characteristics of fresh flowers do not in themselves constitute a product defect.
Permitted changes to the composition, shades, greenery, packaging and other elements are governed by Flower2go’s “Flower Substitution Policy”.
5. Subjective preferences
Personal preferences regarding shades, color combinations, stages of bloom or individual details of an arrangement do not in themselves constitute grounds for a refund or compensation, provided that the order corresponds to the selected size, price category, overall character of the arrangement and Flower2go’s Flower Substitution Policy.
6. Handling of claims
Each claim is reviewed individually.
Depending on the circumstances, Flower2go may offer an appropriate solution, including product replacement, redelivery, a partial or full refund, credit/discount or another suitable resolution.
Submitting a claim does not automatically entitle the customer to a full refund.
7. Recipient refusal
If the recipient refuses to accept the order for reasons unrelated to a product defect, a material discrepancy from the order or an error by Flower2go, such refusal does not in itself constitute grounds for an automatic refund.
Where the customer and recipient are different people, the recipient’s personal preferences do not in themselves indicate a defect in the product.
8. Incorrect information and unsuccessful delivery
If the order cannot be delivered because of an incorrect address or telephone number, the recipient’s absence or other circumstances beyond Flower2go’s control, the terms set out in the “Delivery” section will apply.
9. Care after receipt
Once the order has been handed over to the recipient, responsibility for proper storage and care of the flowers passes to the recipient.
Deterioration caused by heat, direct sunlight, lack of water, unsuitable storage conditions or improper care is not considered a defect that existed at the time of delivery.
10. Store pickup
For store pickup orders, the customer or person collecting the order may inspect the product upon collection.
Once the order has been handed over, responsibility for its subsequent transportation, storage conditions and safekeeping passes to the recipient.
If an issue is identified at the time of collection, we recommend notifying a member of the store team before taking the order out of the store.
11. General principle
Flower2go reviews each claim individually and aims to provide a reasonable and fair solution based on the circumstances of the particular order.
Nothing in this policy limits any consumer rights granted under the laws of the State of Israel.