Cancellation & Refund Policy

Please read the following Cancellation & Refund Policy carefully before placing an order with ProFlowers Pakistan.

Can I Cancel My Order?

Orders for customized, personalized, made-to-order, or perishable products such as flowers, cakes, chocolates, and fresh gift arrangements cannot be cancelled once they have been processed or dispatched.

For standard non-perishable products, cancellation requests may be accepted if the order has not yet been processed or dispatched.

Please note that most orders are processed within a few hours of placement.

If your cancellation request is approved, the refund will be processed within 7-12 business days.

Important Notes:

• A cancellation fee of 5% may be deducted from the refund amount.

• Any promotional discounts, coupon benefits, delivery charges, payment gateway charges, or exempted amounts are non-refundable.

• Orders scheduled for same-day delivery may not be eligible for cancellation once processing has begun.

To request a cancellation or obtain further assistance, please contact us:

Email: info@proflowers.pk

Can I Return an Item?

Due to the perishable nature of flowers, cakes, chocolates, and other fresh products, returns are generally not accepted.

However, if you receive a product that is:

• Damaged

• Defective

• Incorrect

• Significantly different from the ordered item

You may report the issue to our Customer Support Team within 24 hours of delivery.

Upon verification of the complaint, you may choose one of the following resolutions:

Product Replacement

A replacement product may be delivered at no additional cost.

Store Credit

Store credit may be issued to your ProFlowers Pakistan account for future purchases.

Refund to Original Payment Method

Eligible refunds will be processed to the original payment method used during checkout.

Refund processing timelines may vary depending upon the payment provider and banking institution.

Situations Where ProFlowers Pakistan Is Not Liable

ProFlowers Pakistan shall not be liable for compensation, replacement, refund, or re-delivery in the following situations:

• Complaints reported after 24 hours of delivery.

• Incorrect or incomplete delivery address provided by the customer.

• Recipient unavailable at the delivery location.

• Recipient refuses to accept the delivery.

• Product quality deterioration caused by improper handling after delivery.

• Failed delivery due to incorrect phone number or unreachable recipient.

• Delays caused by weather conditions, traffic disruptions, public holidays, strikes, political events, or circumstances beyond our control.

Note:

Under the above circumstances, requests for refunds, re-delivery, replacement, or cancellation may not be entertained.

For assistance, please contact:

Email: info@proflowers.pk

Non-Refundable Scenarios

Refunds will not be provided under the following circumstances:

Wrong Address Provided

When flowers, cakes, gifts, plants, chocolates, or any other products are delivered to the address provided by the sender, regardless of whether the address was entered incorrectly.

Recipient Unavailability or Refusal

If the recipient is unavailable, unreachable, or refuses to accept the delivery.

Post-Delivery Handling Issues

If the product is damaged, mishandled, stored improperly, or altered after successful delivery.

Delivery Attempt Completed

If our delivery team successfully reaches the provided location and completes the delivery according to the provided instructions.

Seasonal or Substituted Products

Minor variations in flower colors, wrapping, containers, packaging, cake design, or decorative elements due to seasonal availability shall not qualify for refunds.

Refund Scenarios

Refunds may be approved under the following circumstances:

Order Cancellation Before Processing

If an order is cancelled before processing or dispatch.

Non-Delivery by ProFlowers Pakistan

If ProFlowers Pakistan fails to deliver the order for reasons attributable solely to us.

This excludes situations involving incorrect customer information, unavailable recipients, or force majeure events.

Verified Quality Complaint

If a quality-related complaint is reported within 24 hours of delivery and verified by our support team.

Depending on the situation, ProFlowers Pakistan may:

• Replace the product.

• Issue store credit.

• Provide a full or partial refund.

The final resolution will be determined solely by ProFlowers Pakistan after investigation.

Return Pick-Up Policy

Same-Day Delivery Products

Products such as flowers, cakes, chocolates, balloons, and fresh gift arrangements are perishable items and are not eligible for return pick-up.

Courier Delivered Products

For non-perishable products delivered through courier services:

• Return requests must be submitted within 24 hours of delivery.

• The product must remain unused and in its original condition.

• Approval of return requests will be subject to review by our support team.

Remote Areas

Return pick-up services may not be available in certain remote locations.

In such cases, customers may be required to arrange return shipping if instructed by our support team.

How Long Does It Take to Process a Refund?

Refund Approval

Refunds are generally approved and initiated within 7-12 business days after successful review and approval.

Refund Completion

The time required for funds to appear in your account depends on your payment provider, bank, or card issuer.

Typically, refunds may take between 7-12 business days after initiation.

Contact Us

If you have any questions regarding cancellations, refunds, replacements, or complaints, please contact us:

ProFlowers Pakistan

Email: info@proflowers.pk

Our customer support team will be happy to assist you.