Return & Refund Policy

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We understand that the ephemeral nature of flowers requires special consideration. This policy outlines our approach to returns, refunds, and cancellations, designed to balance the perishable nature of our products with our commitment to customer satisfaction.

1. The Nature of Floral Products

Fresh flowers are perishable natural products. While we take extraordinary care to ensure the quality and longevity of our arrangements, the lifespan of floral products is inherently limited and can be affected by various factors including temperature, handling, and care.

Important: Due to the perishable nature of our products, all sales of fresh floral arrangements are final once received and accepted by the customer or their designated recipient, except in cases outlined in Section 2.

2. Quality Guarantee

We stand behind the quality of our floral arrangements and botanical products. If you are not completely satisfied with your purchase at the time of delivery due to quality issues, please contact us immediately (within 2 hours of delivery) with photos of the arrangement as received.

Valid reasons for dissatisfaction that may qualify for a refund or replacement include:

Arrangements that are significantly different from what was ordered or shown online
Flowers that arrived damaged or wilted
Incorrect items delivered
Missing elements from the arrangement

3. Refund & Replacement Policy

When quality issues are confirmed, we offer the following solutions:

Issue	Our Solution
Minor quality issues (e.g., 1-2 stems with minor imperfections)	Partial refund or store credit of 20-30% of purchase price
Significant quality issues (e.g., multiple wilted flowers, damaged arrangement)	Full replacement or full refund
Completely incorrect order	Replacement with correct order or full refund
Missing items from arrangement	Delivery of missing items or partial refund reflecting their value

All refunds will be processed to the original method of payment within 5-7 business days of approval.

4. Non-Perishable Products

For non-perishable items such as vases, plant containers, and botanical accessories:

Returns accepted within 14 days of delivery
Items must be unused and in original packaging
Customer is responsible for return shipping costs unless the item is defective
A 15% restocking fee may apply

5. Cancellation Policy

5.1. Standard Orders

For standard floral arrangements and products:

Orders can be cancelled with a full refund if requested more than 48 hours before the scheduled delivery date
Cancellations within 24-48 hours of scheduled delivery will receive a 70% refund
Cancellations less than 24 hours before scheduled delivery will receive a 50% refund
Orders in process of delivery or already delivered cannot be cancelled

5.2. Custom and Event Orders

For custom arrangements, wedding flowers, and event florals:

Custom orders require a 50% non-refundable deposit at the time of booking
Cancellations more than 30 days before the event date: 50% refund of the remaining balance
Cancellations 15-30 days before the event date: 25% refund of the remaining balance
Cancellations less than 15 days before the event date: No refund

5.3. Subscription Services

For our floral subscription services:

Monthly subscriptions can be cancelled at any time but will remain active until the end of the current billing period
Quarterly and annual subscriptions can be cancelled with 14 days' notice before the next scheduled delivery
No partial refunds are provided for remaining subscription periods unless otherwise agreed upon

6. Delivery Issues

In cases where delivery issues occur:

If we are unable to deliver due to incorrect address information provided by the customer, a redelivery fee may apply
If the recipient is not available to accept delivery, the arrangement will be left in a safe location if possible, or returned to our studio for later collection
For deliveries that cannot be completed due to circumstances beyond our control (weather conditions, building access issues, etc.), we will contact you to reschedule

Note: For third-party courier deliveries, once the arrangement leaves our studio, we cannot be held responsible for courier delays, though we will assist in tracking and resolution where possible.

7. Workshop & Experience Bookings

For our floral workshop experiences and events:

Bookings can be rescheduled with 7 days' notice at no charge
Cancellations with more than 7 days' notice receive a full refund
Cancellations with 3-7 days' notice receive a 50% refund or credit toward a future workshop
Cancellations with less than 3 days' notice are non-refundable but may be transferred to another person

8. Contact Us

For all return, refund, or cancellation requests, please contact our customer care team promptly:

Email: info@cakedrstudioux.world
Phone: +64 9 549 9931
Address: 45 Queen Street, Auckland CBD 1010, New Zealand

Please include your order number and detailed information about your concerns, preferably with supporting photographs where applicable.