Return & Refund Policy

1. Our Commitment to Quality

At Premium Roses Wholesale, we take pride in delivering fresh, high-quality Ecuadorian roses and floral products. Every order is carefully prepared and inspected before delivery or pickup.

Because fresh flowers are perishable products, our return and refund policy is designed to be fair to both our customers and our business while ensuring you are always satisfied with your purchase.

2. All Sales Are Final

Due to the perishable nature of fresh flowers, we do not accept returns. All sales are final once an order has been delivered or picked up.

However, we are committed to your satisfaction. If there is a problem with your order, we will work with you to find a resolution.

3. Eligible Refunds and Replacements

You may be eligible for a refund or replacement if:

• Your flowers arrived visibly damaged, wilted, or in poor condition at the time of delivery or pickup
• You received the wrong products
• Your order was significantly incomplete
• We were unable to fulfill your order

We are not responsible for flowers that deteriorate after delivery due to improper care, exposure to heat, lack of water, or other environmental factors beyond our control.

4. How to Request a Refund or Replacement

To request a refund or replacement:

• Contact us within 24 hours of receiving your order
• Provide your order reference number
• Include a photo of the damaged or incorrect flowers
• Describe the issue clearly

Requests submitted after 24 hours of delivery or pickup will not be eligible for refund or replacement due to the perishable nature of our products.

5. Resolution Options

Once we review your request and confirm the issue, we will offer one of the following resolutions at our discretion:

• Replacement: We will replace the damaged or incorrect items at no additional charge
• Store credit: Credit applied to your next order
• Partial refund: A partial refund for the affected portion of your order
• Full refund: A full refund in cases where we are unable to fulfill or replace your order

6. Refund Processing

Approved refunds will be processed to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or card issuer.

You will receive an email confirmation once your refund has been processed.

7. Cancellations

Orders may be cancelled for a full refund if cancelled at least 4 hours before the scheduled delivery or pickup time.

Cancellations requested less than 4 hours before the scheduled time may not be eligible for a full refund as preparation may have already begun.

To cancel an order, contact us immediately by phone or email with your order reference number.

8. Add-On Items

Non-perishable add-on items such as greeting cards, teddy bears, and balloons are subject to the same policy as fresh flowers when purchased as part of a floral order. Standalone purchases of non-perishable items may be eligible for return within 48 hours if unused and in original condition.

9. Contact Us

If you have a question or concern about your order, please contact us as soon as possible:

Premium Roses Wholesale
Ontario, California
Email: info@premiumroseswholesale.com
Phone: Available on our Contact page

We value your business and will always do our best to resolve any issue quickly and fairly.