Refund policy

Effective Date: July 2026

This Return & Refund Policy explains how refunds and replacements are handled by Petalora. Because fresh flowers are perishable, our policy is designed around freshness and quality rather than standard returns.

1. Business Information

Store Name: Petalora
Website: https://petalora.myshopify.com/
Business Address: 9 Park Terrace, Gerlan, LL57 5DE, United Kingdom
Phone: +44 7568 735190
Email: petalora@gmail.com

2. Perishable Goods

As fresh flowers and plants are perishable, they are exempt from standard 14-day cancellation rights. This does not affect your legal rights if the goods are faulty, not as described, or of unsatisfactory quality.

3. Freshness Guarantee

We want you to love your flowers. If your order arrives damaged, wilted, or not as described, please contact us within 48 hours of delivery with photos. We will arrange a free replacement or a full refund.

4. Damaged or Incorrect Orders

If you receive the wrong item or a damaged order, contact us within 48 hours with your order number and photos. We will make it right at no extra cost to you.

5. Cancellations

You may cancel or amend your order up to 24 hours before the scheduled dispatch or delivery date. Once flowers have been arranged or dispatched, orders can no longer be cancelled.

6. How to Request a Refund or Replacement

Email us at petalora@gmail.com with your order number, a description of the issue, and clear photos. Our team will respond as quickly as possible.

7. Refunds

Approved refunds are processed to your original payment method within 7–10 business days. Please note that your bank or card provider may take additional time to post the refund.

8. Non-Refundable Situations

We are unable to offer refunds where flowers were left to wilt without care, where an incorrect address was provided, or where the recipient was unavailable to receive the delivery.

9. Contact Information

If you have any questions about refunds or replacements, please contact us:
9 Park Terrace, Gerlan, LL57 5DE, United Kingdom
Phone: +44 7568 735190
Email: petalora@gmail.com