At Envioflores, our mission is to deliver smiles. We understand that behind every order there is an important story, and our commitment is that this story always has a happy ending.
1. Quality and Freshness Commitment
Since we work with live and natural products, freshness is our absolute priority. Due to the perishable nature of our arrangements, we do not perform physical exchanges or returns once the product has been delivered and accepted. However, if the product does not meet our quality standards at the time of receipt, we are ready to listen.
2. When does a compensation or refund apply?
We always seek the fastest solution so that your gift reaches its destination. Cases in which we process refunds or replacements are:
- Damaged or Incorrect Product: If the arrangement arrives wilted or does not correspond to the requested model, it is essential to send us a photograph via WhatsApp or email within the first 24 hours after receipt. After this time, the guarantee expires due to the delicate nature of the product.
- Envioflores Logistics Error: If for a reason attributable to our operation we fail to deliver your order on the agreed date, you can choose between:
- An immediate rescheduling with an additional courtesy gift.
- A full refund of your purchase.
- Cancellations by the Client: You can cancel your order and receive a full refund as long as you request it at least 48 hours before the scheduled delivery date.
3. Special Cases (Flexibility with Empathy)
We understand that plans can change, so we apply a supportive criteria in the following situations:
- Absent Recipient: If we don't find anyone to receive the order upon arrival, we will try to contact you immediately. If a rescheduling for another day is required, a minimum shipping fee might apply to ensure the product delivered is new and maintains our freshness promise.
- Incorrect Address: If the delivery details are wrong, we will help you correct them. Please note that if the arrangement has already been prepared or is in transit, a full refund is not possible, but we will do everything in our power to ensure your flowers reach their final destination.
4. Refund Methods and Times
We process refunds with the same agility with which we ship our flowers:
| Payment Method | Processing Time | Important Note |
|---|---|---|
| Cards (Stripe/EVO) | 5 to 10 business days | The final time depends exclusively on your issuing bank. |
| Direct Transfer | 24 to 48 hours | We will request your CLABE account to perform the deposit. |
| Store Credit | Immediate | The fastest option! We issue a coupon for your next shipment. |
Note on processing times
Please note that in some cases, refunds may take up to 45 business days due to administrative and banking workloads. We are working hard to optimize our return process and reduce these times. We appreciate your patience and understanding.