Cancellation

Online orders cancelled 24 hours before the start of the delivery timeslot will be eligible for a full refund. Online orders cancelled within 24 hours of the start of the delivery timeslot may not be eligible for a full refund. This is due to our products being fresh and prepared on a per-order basis. In this case, please contact our Customer Service team as soon as possible. Orders cancelled due the recipient refusing the order upon delivery may not be eligible for a full refund. Please note cash/bank card refunds may take up to 7 working days.

In certain circumstances, Tru Flower may have to cancel your order and in this case, you may be eligible for a full refund. This includes but is not limited to a) Recipient’s address being outside of our delivery zone; b) There was an issue confirming your order and you did not respond to us for more than 3 days; and c) in the rare scenario where the product is not available and we could not find you a suitable replacement.

If we delivered damaged or unsatisfactory flowers, please contact our Customer Service team with images of your order within 48 hours of delivery. If the flowers were clearly damaged before, during or upon delivery we will provide a replacement as soon as practically possible. If you do not require a replacement you may be eligible for compensation in the form of full refund.

If we delivered the wrong product, please contact our Customer Service team with images of your order within 48 hours of delivery. We will provide a replacement as soon as practically possible. If you do not require a replacement, you may be eligible for compensation in the form of full refund.

We will always do our best to deliver your order within the timeslot requested. Please note that delays may occur. We may need to move the order to a later timeslot if we are unable to reach the recipient. If your order is delayed by less than 6 hours after the end of your timeslot you may not be eligible for a full refund. If your order is delayed by more than 6 hours after the end of your timeslot you will be eligible for a full refund. This is not valid for orders delayed for reasons outside of our control, including but not limited to:

a) An incorrect address was provided
b) an incorrect recipient information
c) Recipient not answering in a timely manner
d) Recipient was not available to receive the order
e) Certain establishments or areas not accepting our delivery.

If the recipient information provided to us was incorrect, Tru Flower will not be held responsible for any delays or deliveries to the wrong person or address. Please ensure you provide a valid phone number of the recipient and an accurate name.