Refund policy

Last updated: July 31, 2026.

How to cite this policy. Each return and refund rule has a section number (for example, Section 3.2). References to a section include its subsections.

1. Scope and legal rights

1.1. This Refund Policy applies to products and services purchased directly from Dopamine Flowers LLC. Flowers, plants, food, balloons, personalized goods, and made-to-order designs are perishable, time-sensitive, or prepared for a specific purchaser.

1.2. Sections limiting ordinary returns do not limit a remedy required by law for goods damaged or defective before delivery or pickup, goods not delivered, an unauthorized charge, or another non-waivable consumer right.

1.3. A purchase through an unrelated marketplace is also subject to that marketplace's refund process. Contact us first when we are the fulfilling florist so we can investigate.

2. Final sale and no physical returns

2.1. All sales of fresh flowers, plants, food, balloons, personalized goods, and made-to-order items are final after preparation begins, except for an eligible claim under Section 3 or a right provided by law.

2.2. We do not accept an unauthorized physical return or exchange of a delivered or collected perishable or personalized item. Do not mail or bring an item to our studio unless a manager provides written instructions.

2.3. Products that have been used, altered, consumed, discarded without requested documentation, damaged after handoff, or kept in unsuitable conditions are not eligible for an ordinary return.

3. Eligible quality, damage, missing-item, and wrong-order claims

3.1. Contact us within 24 hours after delivery or pickup if an order is materially damaged at handoff, arrives in materially poor condition, is the wrong product or paid size, or is missing a paid item. Fast notice allows us to verify condition and provide a useful floral remedy.

3.2. The claim must include the order number, a description of the issue, and clear photographs of the complete arrangement and the affected area. Keep the product available and follow the applicable care instructions until we respond. We may request an additional photo or inspection when reasonably necessary.

3.3. Reporting after 24 hours may limit our ability to verify a perishable-product claim and may make a discretionary freshness remedy unavailable. The 24-hour request does not eliminate a longer non-waivable period that applicable law requires for a particular defect.

3.4. A claim is not eligible when the condition resulted from heat, direct sun, lack of water, adding water to the wrong part of an arrangement, dirty tools or vase, freezing, smoke, pets, handling, late pickup, recipient delay, or failure to follow the care guide after a proper handoff.

4. Review and available remedies

4.1. We review the order record, product and delivery proofs, photographs, communications, and the nature of the issue. Approval is not automatic solely because a complaint or photograph was submitted.

4.2. For an approved claim, we will choose a remedy reasonably proportionate to the issue: correction, replacement of the affected item, redelivery, partial refund, full refund, or store credit accepted by the purchaser. We may require return of a durable non-perishable item when lawful and practical.

4.3. A replacement or correction ordinarily resolves the approved defect it addresses. A customer is not entitled to duplicate recovery through replacement, refund, credit, marketplace claim, insurance claim, and chargeback for the same loss.

4.4. If a time-sensitive replacement no longer has value, we will consider an appropriate refund instead. When law requires a monetary refund, store credit will not be the only remedy offered.

5. Natural variation, photographs, and substitutions

5.1. Normal differences in bloom stage, stem shape, color tone, foliage, wrapping, ribbon, flower box, vase, and handmade placement are not defects. Website photographs show a design direction, not an identical future arrangement.

5.2. We may substitute flowers or materials because of seasonality, freshness, weather, or supply, while preserving the overall style, primary palette, scale, and value as closely as reasonably possible and using equal or greater value.

5.3. A reasonable substitution is not grounds for a refund. A claim may be reviewed when the delivered item materially departs from the ordered product's primary palette, stated product type, displayed size level, or expressly confirmed essential element.

5.4. Displayed height and width are approximate at completion. Natural settling, opening, and reasonable measurement variation are not defects.

6. Cancellations, changes, and rescheduling

6.1. A cancellation, address change, date change, card-message change, or design change is effective only when confirmed by Dopamine Flowers. Sending a voicemail, email, or text does not by itself cancel or change an order.

6.2. Before we buy special materials, begin design or preparation, reserve non-recoverable labor or inventory, or commit a courier, we will generally approve cancellation for a full refund to the original payment method.

6.3. Once any event in Section 6.2 occurs, we may deny cancellation or deduct documented non-recoverable custom materials and completed services where permitted by law. When practical, we may offer rescheduling or store credit, but are not required to do so for a customer-requested change after work begins.

6.4. Same-day orders can enter production immediately and may become non-cancellable shortly after payment. Requests made less than 24 hours before scheduled delivery or pickup are not guaranteed even for future-date orders.

6.5. A change that increases product, delivery, labor, or material cost requires payment before confirmation. A change that reduces the order after work or purchasing begins does not automatically create a refund.

7. Custom work, weddings, events, funerals, rentals, and installations

7.1. Approved and paid custom designs, special-order flowers, personalized goods, wedding or event work, funeral pieces, rentals, installations, and large-volume orders are final once the applicable materials, labor, or date capacity is committed.

7.2. A quote or written agreement may contain deposit, cancellation, rescheduling, minimum-spend, rental-loss, damage, setup, teardown, and force-majeure terms. Those specific terms control for that order when they conflict with this general policy.

7.3. A non-refundable deposit or special-order charge must be disclosed before payment and does not excuse us from providing the contracted goods or an otherwise required remedy.

8. Delivery-related exclusions and non-delivery

8.1. A completed arrangement and delivery fee are not normally refundable when delivery is delayed or prevented by an incorrect or incomplete address, missing unit or gate information, prohibited facility delivery, recipient unavailability or refusal, unsafe conditions, no authorized handoff, or an unconfirmed address change after dispatch.

8.2. After a documented proper handoff or safe drop, theft, removal by property staff, heat exposure, lack of prompt care, animal damage, and recipient mishandling are not florist defects.

8.3. Redelivery requested because of a circumstance in Section 8.1 may require a new delivery fee and, when freshness or damage requires it, payment for a remake.

8.4. If we cannot deliver an undelivered item within the promised time, we will notify the purchaser and provide the legally required choice to approve a revised date or cancel for a prompt refund. If we cannot fulfill at all and no acceptable alternative is agreed, we will cancel and refund the undelivered item and associated charge as required by law.

9. Add-ons, food, balloons, and durable goods

9.1. Opened food, inflated or personalized balloons, and used add-ons are not returnable for preference or change of mind. A wrong, missing, expired, damaged-at-handoff, or materially defective paid add-on may qualify under Sections 3 and 4.

9.2. Flavor, packaging, brand, and color may be substituted with a comparable item when disclosed by the product or substitution terms. Allergy or ingredient concerns must be raised before ordering; we cannot guarantee an allergen-free environment unless expressly confirmed in writing.

10. Refund method, timing, and disputes

10.1. Approved refunds are issued to the original payment method unless law requires or the purchaser expressly accepts another method. We initiate approved refunds promptly and within any applicable legal deadline.

10.2. After we submit a refund, the bank, card network, Shopify, or payment provider controls posting time. It commonly takes 5-10 business days, but the provider may take longer. We can confirm submission but cannot accelerate the provider's posting process.

10.3. Before filing a chargeback or marketplace claim, contact us with the order number and evidence so we can investigate. This request does not waive a legal chargeback right or extend its deadline. We may submit order, communication, production, and delivery records to contest a duplicate, inaccurate, or fraudulent dispute.

11. Contact

11.1. Send claims and cancellation requests to hello@dopamineflowers.com or call or text +1 (808) 824-4422. Include the order number and the materials required by Section 3.2.