Refund policy

 

IM a FLOWER is dedicated to providing fresh, beautiful, and handcrafted floral designs. Since all our items are custom-made with perishable goods, please review our policy carefully.

All times are based on Toronto (EST/EDT) local time.


1. Cancellation Policy

 

Order Type Cancellation Status Fee & Refund
Same-Day Delivery NON-CANCELLABLE Due to the immediate start of preparation, all sales are final once the order is placed and confirmed.
48+ Hours Notice Cancellable A 10% cancellation fee will be deducted from the total order amount. The remaining 90% will be refunded.
Less than 48 Hours Notice Limited Cancellation A 50% cancellation fee will be applied. If the materials have already been purchased or the arrangement is in progress, the order is Non-Refundable.

 

2. Quality & Faulty Product Claims

We guarantee the freshness and quality of our products upon delivery.

Claim Window: You must notify us within 24 hours of delivery for any quality concerns. Fresh flowers are perishable, and claims outside this window will not be considered.

How to Claim: To file a claim, please email info@imaflower.com with your Order Number and clear photographic evidence showing the fault or damage.

Resolution: If the product is confirmed to be defective or the incorrect item was delivered due to our error, you may choose one of the following resolutions:

  • Full Refund to the original method of payment.
  • Replacement with the same item.
  • Store Credit for the full value of the purchase.

3. Non-Refundable Situations (No Refund, Exchange)

The following circumstances do not qualify for a refund, exchange:

Change of Mind/Personal Preference: Dissatisfaction based on personal preference regarding colour, flower variety (where substitution rules apply), or wrapping style.

Recipient Refusal: If the recipient refuses to accept the delivery.

Delivery Issues Beyond Our Control:

  • Incorrect or Incomplete Address provided by the customer.
  • Recipient Unavailability (e.g., recipient not home, unreachable phone number).
  • Delays caused by weather/Acts of God, traffic control, or other force majeure events.

Post-Delivery Care Issues: Damage resulting from neglect after the delivery is confirmed, including but not limited to :

  • Failure to add water or keep flowers hydrated.
  • Leaving flowers exposed to extreme conditions (direct sun, wind, heat/AC vents, freezing temperatures).

Substitution Policy: Flower availability is subject to season and market supply. We reserve the right to substitute flowers, foliage, or containers of equal or greater value while maintaining the overall style and colour palette of the arrangement. This is not grounds for a refund.

 

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