Return Policy

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1. Our Satisfaction Guarantee

We take pride in the quality of our floral arrangements and want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please contact us within 24 hours of delivery.

2. Perishable Nature of Flowers

Due to the perishable nature of fresh flowers, we cannot accept returns of floral products. However, we will work with you to resolve any issues:

  • If flowers arrive damaged, we will replace them at no additional cost
  • If the arrangement differs significantly from what was ordered, we will make it right
  • If delivery fails due to our error, we will re-deliver or provide a full refund

3. Quality Issues

If you receive flowers that are not fresh or are damaged upon arrival:

  • Contact us within 24 hours of delivery
  • Provide photos of the arrangement showing the issue
  • We will offer a replacement or full refund at our discretion

4. Delivery Issues

Regarding delivery-related concerns:

  • Failed Delivery: If no one is available to receive the delivery, we may leave it in a safe place or attempt redelivery
  • Wrong Address: If you provide an incorrect address, additional delivery fees may apply for redelivery
  • Delayed Delivery: For time-sensitive occasions, please contact us immediately if your order has not arrived

5. Substitution Policy

Occasionally, certain flowers may be unavailable due to seasonal availability or supply issues. In such cases:

  • We may substitute with flowers of equal or greater value
  • The overall style and color scheme will be maintained
  • If you prefer no substitutions, please note this when ordering

6. Cancellations

Order cancellation policies:

  • Orders may be cancelled for a full refund if cancelled more than 24 hours before the scheduled delivery
  • Orders cancelled within 24 hours of delivery may incur a cancellation fee
  • Custom orders that have already been prepared cannot be cancelled

7. Non-Floral Items

For non-floral items such as vases or gift accessories:

  • Items may be returned within 14 days if unused and in original packaging
  • Return shipping costs are the responsibility of the customer
  • Refunds will be processed within 7 business days of receiving the returned item

8. How to Contact Us

For any return or refund inquiries, please contact us:

  • Address: 77 Campbell Street, Nelson South, Nelson 7010, New Zealand
  • Phone: +64211267863
  • Email: help@preciousspecial.cv

Please include your order number and photos if applicable when contacting us about quality issues.

9. Consumer Guarantees Act

This policy does not affect your rights under the New Zealand Consumer Guarantees Act. You are entitled to a remedy if goods are faulty or do not match their description.