Refund & Cancellation Policy
Effective Date: August 5, 2026
Last Updated: August 5, 2026
Flomaru connects you with independent local sellers in the recipient's city. Because every order is hand-prepared to order from perishable goods, the terms below explain when an order can be cancelled, when a refund is issued, and how quickly you need to tell us if something goes wrong.
1. Cancelling an Order
You can cancel your order for a full refund at any time before the local seller has begun preparing your gift.
Once preparation has started, cancellation is not always possible. Fresh flowers are cut and arranged, and cakes and pâtisserie are baked specifically for your order, so they cannot be returned to stock or resold. Where preparation has already begun we will contact the seller on your behalf and pass on whatever they are able to offer, but we cannot guarantee a refund at that stage.
To request a cancellation, contact us as early as possible on WhatsApp or by email at info@flomaru.com with your order number. Cancellation requests take effect only once we have confirmed them to you in writing.
2. Perishable Goods and the Right of Return
Flowers, cakes, pâtisserie, chocolates, and other perishable or made-to-order items cannot be returned once delivered. This does not affect your rights where an order arrives damaged, is substantially different from what was ordered, or is never delivered, all of which are covered in section 3.
Where local consumer law gives you a cancellation or withdrawal right that cannot be excluded for perishable or personalised goods, that law prevails over this section.
3. Damaged, Incorrect, or Missing Deliveries
If your gift arrives damaged, is materially different from what was ordered, or does not arrive at all, contact us within 24 hours of the delivery date. We will arrange either a replacement delivery or a full refund.
To report an issue, send us:
- Your order number
- Photographs of the item as it was received, where the issue is visible
- A short description of what went wrong
Message us on WhatsApp or email info@flomaru.com. Reports made more than 24 hours after the delivery date may not be eligible, because the condition of perishable goods cannot reliably be assessed after that point.
Minor natural variation is not a defect. Flowers are a natural product and stems, blooms, and shades vary between seasons and growers. Substitutions of equal or greater value may be made where a specific flower or ingredient is unavailable locally, and the overall style, size, and colour palette will be preserved.
4. Failed Delivery and Recipient Availability
Please make sure the delivery address and recipient phone number you give us are correct and complete. We cannot refund an order that failed because the address was wrong or incomplete, the recipient refused the delivery, or nobody could be reached at the address given.
Where a delivery cannot be completed, the seller may leave the gift in a safe place at the address, leave it with a neighbour or building reception, or return it. Redelivery is not always available and may be chargeable.
5. How Refunds Are Issued
Approved refunds are returned to the original payment method used at checkout. We cannot refund to a different card or account.
- Processing: we submit approved refunds to the payment provider within 3 business days of approving them.
- Arrival: your bank or card issuer then decides when the money appears on your statement, typically 5 to 10 business days.
- Amount: refunds are issued in the currency you originally paid in, for the full amount charged including delivery. We do not deduct a processing fee.
- Exchange rates: if your card is held in a different currency from the one you paid in, your bank's rate on the refund date may differ from the rate on the purchase date. That difference is set by your bank.
6. Partial Refunds
Where an order contains several items and only some are affected, we refund the affected items rather than the whole order. Where a delivery arrived late but intact and usable, we may offer a partial refund or a credit rather than a full refund.
7. Orders Placed by Someone Else
Refunds are issued only to the person who paid, because the money has to return to the original payment method. If you are the recipient of a gift and something is wrong with it, please still contact us. We will handle the issue with the seller and coordinate with the sender where a refund is involved.
8. Chargebacks
If you believe a charge is wrong, please contact us before raising a dispute with your bank. We can usually resolve it faster directly, and a chargeback opened while we are already arranging a refund can delay the money reaching you.
9. Contact
Flomaru Ltd. is a Canadian private corporation headquartered at 460 Columbia St W, Waterloo, ON, N2T 0C7.
For refunds, cancellations, and delivery issues, contact info@flomaru.com. For legal matters, contact legal@flomaru.com.
Read this together with our Terms and Conditions and Shipping & Delivery Policy. Because purchases are made from independent local sellers, the seller's own terms may apply in addition to this policy.