1. Purpose of This Policy
 

At Bloom Veritas, customer satisfaction is important to us. We strive to ensure every arrangement meets our quality standards and arrives in excellent condition.
 

Because flowers and floral products are perishable, this Refund & Return Policy explains when customers may be eligible for a refund, replacement arrangement, or store credit.
 

By placing an order with Bloom Veritas, customers agree to this Refund & Return Policy.
 

2. Reporting an Issue
 

Customers must report any issues relating to their order within twelve (12) hours of delivery.
 

This includes:
 

• Damaged flowers;

• Damaged packaging;

• Incorrect products;

• Missing items;

• Quality concerns;

• Delivery-related issues.

Claims submitted after twelve (12) hours may be declined due to the perishable nature of flowers and floral products.
 

To assist with the review process, customers may be required to provide:
 

• Order number;

• Delivery details;

• Photographs of the arrangement;

• Description of the issue.

3. Eligible Refund Situations
 

Customers may be eligible for a refund, replacement arrangement, or store credit where Bloom Veritas determines that:
 

• The wrong product was delivered;

• The order was significantly different from the product purchased;

• The arrangement arrived damaged;

• Essential items were missing;

• The flowers arrived in an unacceptable condition;

• A florist partner failed to deliver the order;

• Bloom Veritas was otherwise unable to fulfill its obligations.

Each claim will be reviewed individually.

4. Failed Deliveries Caused by Bloom Veritas or Florist Partners
 

If an order cannot be delivered due to an error by Bloom Veritas or one of its florist partners, Bloom Veritas may offer, at its discretion:
 

• A replacement arrangement;

• Store credit;

• A full refund.

Where practical, customers may be offered a choice between these options.
 

5. Situations Not Eligible for Refund
 

Refunds will generally not be provided where:
 

• The recipient is unavailable;

• The order is successfully delivered to a safe place;

• The order is successfully delivered to a neighbour;

• The order is successfully delivered to a concierge, reception desk, or authorized person;

• Incorrect delivery information was supplied by the customer;

• The customer changes their mind after preparation has commenced;

• Minor substitutions were made in accordance with the Flower Substitution Policy;

• Natural variations occur in flowers, colours, foliage, wrapping materials, or presentation;

• The customer simply does not like the arrangement.

In certain circumstances, Bloom Veritas may offer store credit as a goodwill gesture.
 

6. Store Credit Policy
 

Bloom Veritas may issue store credit as an alternative to a refund.
 

Store credit:
 

• May be issued at Bloom Veritas' sole discretion;

• May be used toward future purchases on the Bloom Veritas website;

• Is non-transferable;

• Cannot be redeemed for cash;

• Expires twelve (12) months from the date of issue.

Store credit issued as a goodwill gesture does not constitute an admission of liability.
 

7. Goodwill Resolution Policy
 

Bloom Veritas values long-term customer relationships.
 

In circumstances where a customer concern does not qualify for a refund, Bloom Veritas may, at its sole discretion, offer:
 

• Store credit;

• A replacement arrangement;

• A promotional discount;

• Another goodwill resolution.

Goodwill resolutions may be considered for concerns reported within seven (7) days of delivery.
 

8. Replacement Arrangements

Where appropriate, Bloom Veritas may choose to provide a replacement arrangement instead of a refund.
 

Replacement arrangements may be offered where:
 

• Flowers arrived damaged;

• The wrong arrangement was delivered;

• Quality standards were not met;

• Delivery issues occurred.

Replacement arrangements will be subject to florist availability and delivery schedules.
 

9. Gift Card Policy
 

Bloom Veritas gift cards are:
 

• Non-refundable;

• Non-transferable;

• Not redeemable for cash except where required by law.

Bloom Veritas is not responsible for lost, stolen, damaged, or unauthorized use of gift cards.
 

Gift cards remain valid until their stated expiry date, where applicable.
 

10. Anonymous Deliveries
 

Customers may choose to send flowers anonymously.
 

Bloom Veritas will not disclose the sender's identity to recipients unless:
 

• Required by law;

• Required by a court order;

• Necessary to investigate fraud or unlawful activity;

• Necessary to protect the safety, rights, or interests of any person.

11. Payment Disputes and Chargebacks
 

Customers are encouraged to contact Bloom Veritas before initiating a chargeback or payment dispute.
 

Bloom Veritas reserves the right to provide delivery records, photographs, order records, communication records, and other relevant evidence to payment processors, banks, or financial institutions when responding to disputes.
 

Fraudulent chargebacks may result in account restrictions, refusal of future orders, or legal action where appropriate.
 

12. Contact Us
 

For refund requests, quality concerns, or delivery-related issues, please contact:

Bloom Veritas Customer Support

Email: support@bloomveritas.com