By placing an order with Petalsandmoreabuja.com, whether it is on telephone or on the website www.petalsandmoreabuja.com, you acknowledge that you have read and understood the following ;
1. Order Cancellation - We require 48 hours notice to cancel any order. You may do so by emailing email@example.com, providing your order reference number and your reason for cancellation. Kindly note that once the flowers have been made up, the order may not be cancelled. Any cancellation will be made at our discretion.
1.1 Order Amendments - To make an amendment to your order, you may do so by emailing firstname.lastname@example.org detailing the changes you wish to make. We are more than happy to amend any order as long as we receive the request 24 hours before it leaves the store. We will always do our best to accommodate your request however we cannot guarantee that we can fulfil the request within this period. It is important to understand that once the order has left the store, no further amendment may be made. We cannot guarantee any changes at peak times. If we receive any request to make an amendment on a Sunday or public holiday, the request will be effectively received on the following working day.
2. Reimbursement - Flowers are a perishable item and as such any request for the refund of monies paid will be dealt with on a case by case basis.
2.1 In the unlikely event that you wish to make a complaint, you must send an email to email@example.com within 24 hours of receiving the flowers. Complaints made after this time may not be dealt with. If the flowers delivered appear to be damaged, kindly make contact within 24 hours after they have been delivered. Any refund issue may take up to 3-4 business days to appear back in your bank account. Any remedy given where by the complaint was made outside the 24 hour time frame will be at our discretion.
2.1.1 If flowers are destroyed without a photograph as evidence, any compensation will be discretionary. The photo must be received with 24 hours of delivery. Exceptions apply where flowers are significantly delayed in transit.
2.1.2 It is the senders responsibility to make the recipient aware of the imminent delivery of flowers. For situations where the delivery driver leaves the flowers in a place that is deemed safe, it is done so at the discretion of that driver. As they are a third party company, we will bear no responsibility for the safe receipt after that. We will always attempt to deliver the flowers a second time if the first attempt was unsuccessful. If delivery fails at the second attempt, at no fault of our own, we will be unable to offer a refund. It is important to understand that any remedy given will be entirely discretionary.
2.1.3 For situations where delivery is problematic and we cannot contact the recipient of sender, or if the customer does not contact ourselves, we are not liable for non-delivery. Accordingly, any remedy will be discretionary.
2.1.4 If flowers are refused by the intended recipient, we cannot be held responsible. We cannot offer a refund for such instances and any remedy will be discretionary.
3. Reparation of Errors - If, for whatever reason, there are errors on the message card, this is not a sufficient claim for a refund as the flowers constitute the order value and not the card. If necessary we will telephone the recipient to apologise and read out the message card. This will only be done at the request of the customer. Each case is decided on a case by case basis, and any remedy will be discretionary.
4.1 We will always try and get your flowers/gift out on time to be delivered on your requested delivery date. However, we cannot guarantee this if there are unforeseen issues in receiving our shipment. Also we shall take into account your preferred delivery time window but cannot guarantee the delivery would be made within that time frame. Deliveries are made Monday to Saturdays. A delivery refund is permissible if flowers are delivered 2 days late. If an order is to be delivered on a Sunday or Bank holiday, it will be delivered the next working day.
4.1.1 At peak times, if flowers are delivered late but the recipient still receives fresh flowers, no refund will be given as we reserve the right to extend delivery times and dates throughout the peak periods. Any remedy will be discretionary.
4.2 It is important the customer checks the delivery details prior to checkout. Delivery information is printed exactly how it is entered. We strongly recommend the customer to check the flat/house/room/unit number, street, town. If any of this information is incorrect and we have not been notified prior to despatch, we are unable to offer any remedy. For rural or hard to reach areas, please contact customer services prior to placing your order. If delivery fails as a result of incorrect shipping information being entered, we cannot be held responsible. It is important to note that it is not possible to send an order to a P.O Box, airport terminal or army base.
4.2.1 Petals & More operates a strict cut off point for the timely delivery of flowers. For next day delivery, we must receive your order before 6 pm on the day before delivery is to be made. Orders received after this period will be processed the next working day unless specified otherwise by the customer. For Monday deliveries, the cut of point is 11am on the Sunday before. For same day delivery, the cut off is 2 pm Monday to Saturday.
4.3 After you have successfully made your purchase, you will receive an email from Petals & More confirming your order. From time to time this email may appear in your junk/spam box. Please check your mail boxes if you are having difficulties locating it. If you still cannot find your confirmation email it is important to contact us as you may not have successfully placed your order.
4.4 It is vital to ensure that you have the correct delivery information, including a correct address. If incorrect delivery information has been inputted, we will not be held responsible for non/late delivery. Any decision to remedy this will be at our discretion.
4.5 Florist Deliveries to Hospitals If you are sending flowers to a hospital, it is important to firstly check whether that ward will accept florist deliveries. Some hospitals do accept florist deliveries and others do not. It is also important to alert us if the patient in the hospital has moved to a different ward as the rules can vary from ward to ward. If the order is for a member of staff at a hospital, it is still important to check prior to ordering as some hospitals will refuse delivery on arrival. We will not be liable for instances where flowers have been refused, any remedy will be discretionary.
4.5.1 Signed for deliveries Adequate proof of delivery is obtained if flowers have been signed for either at a dwelling, hospital, hotel or any other requested delivery address.
4.5.2 If we attempt to deliver the flowers and your recipient is absent from the property, we will either leave them in a safe place or in the safe hands of a neighbour unless we receive instructions to hand deliver the flowers only.
5. Satisfaction - We always send out fresh flowers, and we will do everything we can to get it right first time, every time. We deliver lots of bouquets every week across Abuja and we endeavour to ensure that every recipient is delighted with the flowers.
5.1 We always appreciate feedback, whether positive or negative, we thrive on it. If for whatever reason you are not satisfied please contact us quickly so we can rectify the problem.
5.1.1 Please note that our Satisfaction Policy is only applicable over issues which we have full direct control. This is excluded from issues which we have no control over. It is also exempt from issues where an order has been problematic as a result of refused delivery, late delivery as a result of incorrect shipping information and for instances where numerous attempts have been made to deliver the flowers.
5.1.2 In the very rare instance of non-delivery on the day you selected, we will remedy you with a delivery refund and/or we will send fresh resend. Please note deliveries may be delivered early at peak events.
5.1.3 If for any reason the bouquet of flowers are not of satisfactory quality, we will do our best to remedy the situation. We do encourage our customers to look after the flowers using the proper care instructions mentioned on the website. If delivery is more than 2 days late we will issue a delivery refund and send a fresh bouquet.
5.1.4 For instances where we have been unable to fulfil your order, we will refund your order in full. Alternatively we will upgrade the original bouquet and send it out immediately or keep it on hold for you to use on another occasion at any other time.
5.1.5 It is important to understand that flowers are subject to seasonal availability, colours may vary. If for whatever reason our florist do not have that flower, we will replace the flower with one that is of equal or greater value.
6. Potential allergies: Nuts / Dry Fruits (Hazelnuts, Nuts, Peanuts, Almonds, etc.) Some of our products contain nuts & dry fruits or may contain traces of nuts & dry fruits. People with Nut allergies are advised not to consume the chocolates.
7. Fraud vigilance - Any order that appears to be suspicious and is suspected to be a potential fraudulent transaction, we will immediately cancel and refund that. We are not obliged to disclose any information regarding our reasoning for this