Refund & Cancellation Policy

1. Cancellation of Orders

You may cancel an order free of charge if the request is received before 12:00 (noon) on the day before your scheduled delivery date. Cancellations requested after this time may be subject to a charge, as flowers will already have been prepared.

To cancel an order, contact us immediately via email at hello@flowersontap.co.za or WhatsApp +27 73 975 3435, quoting your order tracking code.

2. Refund Eligibility

Refunds are considered in the following circumstances:

• Your order was not delivered on the scheduled delivery date due to our error
• The flowers arrived damaged or significantly different from what was ordered
• Your order was cancelled before the cut-off time and payment had already been made
• You were charged in error

3. Non-Refundable Circumstances

Refunds will not be issued where:

• The recipient was unavailable at the delivery address and reasonable delivery attempts were made
• Incorrect delivery details were provided by the customer
• The order was cancelled after the cut-off time and flowers had already been prepared
• Flowers have naturally aged after delivery (see our Returns Policy for quality concerns)

4. Refund Process

To request a refund, contact us within 48 hours of the delivery date with your order tracking code and, where applicable, photographic evidence of any issue. Approved refunds will be processed to your original payment method within 7–10 business days.

5. Partial Refunds

In certain cases, such as minor substitution of flower varieties, we may offer a partial refund or credit at our discretion.