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Returns, Refunds & Cancellation Policy

Returns, Refunds & Cancellation Policy

Effective Date: February 17, 2021

Last Updated: June 24, 2024

At Brunellia, every floral arrangement is handcrafted to order using fresh, premium flowers. Because our products are perishable and prepared specifically for each order, our cancellation, refund, and quality policies are outlined below.

The terms of this Returns, Refunds & Cancellation Policy apply to all purchases made from Brunellia, regardless of whether an order is placed through our website, WhatsApp, social media, email, by telephone, or in person.

By placing an order and completing payment for any product or service offered by Brunellia, the customer acknowledges that they have had the opportunity to review this Returns, Refunds & Cancellation Policy, as well as our Terms & Conditions and any other applicable policies published by Brunellia, and agrees to be bound by them.

1. Floral Order Cancellations

If you wish to cancel a floral order, the following refund policy applies:

Cancellation at least 7 calendar days before the scheduled delivery date

You will receive a 100% refund of the amount paid, excluding any non-refundable fees charged by third-party payment providers (such as PayPal, Wise, or similar services, when applicable).

Cancellation at least 3 calendar days before the scheduled delivery date

You will receive a 50% refund of the amount paid, excluding any applicable third-party payment processing fees.

Cancellation less than 3 calendar days before the scheduled delivery date

You will receive a 25% refund of the amount paid, excluding any applicable third-party payment processing fees.

These refund percentages reflect the costs already incurred by Brunellia for purchasing, conditioning, and preparing fresh flowers and materials specifically for your order.

2. Refunds for Orders Paid in Foreign Currency

If your order was paid in a currency other than Colombian Pesos (COP), any approved refund will be calculated using the exchange rate published by Google on the date the refund is processed.

Because exchange rates fluctuate, the refunded amount in your original currency may differ from the amount initially paid.

Any fees charged by payment processors, banks, or currency conversion services are non-refundable.

3. Quality Concerns

We take great pride in the quality of every arrangement we create.

If you believe your floral arrangement arrived with a quality issue, you must contact Brunellia within 24 hours of delivery via WhatsApp.

Your request should include:

  • Your full name.

  • The delivery address.

  • A written description of the issue.

  • Photographs and/or videos of the floral arrangement as it was received.

To help us properly evaluate the situation, we may also request photographs or videos showing:

  • The flowers themselves.

  • The packaging.

  • The vase or container in which the flowers were placed.

  • Any tools used to recut the stems.

  • Any floral food, preservatives, bleach, sugar, or other additives placed in the water, including the quantities used.

  • The location where the flowers were kept during the first 24 hours after delivery.

  • Any additional information that may assist us in evaluating the claim.

Failure to provide sufficient information may limit our ability to investigate the issue.

4. Evaluation of Quality Claims

Each claim is reviewed individually.

Submitting a quality claim does not automatically entitle the customer to a refund or replacement.

After reviewing the information provided, Brunellia reserves the right, at its sole discretion, to:

  • Replace the floral arrangement at no additional cost to the customer, including the delivery fee, if we determine that the issue resulted from our handling or preparation.

  • Issue a partial refund if deemed appropriate under the circumstances.

  • Decline the claim if our evaluation indicates that the arrangement met our quality standards at the time of delivery or that the condition of the flowers resulted from factors beyond our control after delivery.

If a replacement arrangement is approved, it will be prepared and delivered as soon as reasonably possible, subject to flower availability and our production schedule. A replacement may not always be available on the same day.

5. Perishable Nature of Fresh Flowers

Fresh flowers are natural, living products.

Their appearance, fragrance, longevity, and bloom stage may vary depending on the flower variety, season, environmental conditions, and the care they receive after delivery.

Minor variations in color, size, bloom stage, or longevity do not constitute a product defect.

6. Consumer Rights

Nothing in this Policy limits any rights that consumers may have under applicable Colombian consumer protection laws.

7. Contact Us

If you have any questions regarding cancellations, refunds, or quality claims, please contact us.

Brunellia

Email: brunellia.flowers@gmail.com

Website: www.brunelliaboutique.com

Location: Medellín, Colombia

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