Refund policy

Politique de remboursement – Floraville.fr

1. General principle

Floraville.fr is committed to providing a quality shopping experience by facilitating the ordering and delivery of flowers from local florists. However, due to the perishable nature of the products sold on our platform, refund requests must meet certain specific conditions.

2. Cases eligible for reimbursement

A full or partial refund may be granted in the following cases:
Undelivered product: If the bouquet ordered has not been delivered on the agreed date and no alternative solution has been found with the florist.
Non-conforming product: If the bouquet delivered is significantly different from the one ordered (totally different variety of flowers, bouquet significantly smaller than expected, etc.). Photos may be requested as proof.
Damaged product: If flowers arrive wilted or in poor condition, the customer must provide proof (photos) within 24 hours of receipt.
Order cancellation: An order can be cancelled and reimbursed in full if the cancellation is made at least 24 hours before the scheduled delivery date. After this time, cancellation and refund are subject to the florist's agreement.

3. Cases not eligible for reimbursement

Floraville.fr cannot guarantee a refund in the following cases:
Change of mind by the customer after delivery
Slight variations in the composition of the bouquet (florists can adapt creations according to flower availability, while respecting the spirit of the bouquet ordered).
Wrong address or absence of the recipient: If the delivery person is unable to deliver due to an incorrect address or the absence of the recipient without specific instructions left by the customer.

4. Claim procedure

To request a refund, the customer must contact Floraville.fr customer service within 24 hours of delivery and provide the following information:
Order number
Reason for request
Photos of the product delivered in the event of non-conformity or damage.
Floraville.fr will analyze the request within 48 hours and inform the customer of the decision taken.

5. Refund terms and conditions

If the request is accepted, the refund will be made according to the original payment method within 5 to 10 working days. In the event of a partial refund, a credit note may be offered as an alternative.