Refund policy

Last Updated: June 8, 2026

At Botanics House, we take immense pride in the artisanal hand-tied craftsmanship of our floral creations. Your satisfaction and piece of mind are our highest priorities. Because our products involve delicate floral materials and custom hand-wrapping, we have established a clear, transparent Return and Refund Policy to ensure a fair and premium experience for all our customers.

If you have any issues with your order, please reach out directly to our dedicated customer care team at care@botanicshouse.com with your order number.

1. RETURN POLICY

📦 When a Customer Receives the Wrong Product

If we made a mistake and sent you an item/style different from what you ordered:

  • Our Solution: We take full responsibility. Please contact us within 48 hours of delivery with clear photos of the received item and the shipping label.

  • Action: We will arrange a brand-new replacement shipment immediately at no extra cost to you, or issue a 100% full refund if you prefer. You will not be charged for return shipping.

💭 When a Customer Changes Their Mind (Remorse Returns)

We want you to love your botanical arrangement. However, because our hand-tied bouquets are meticulously prepared per order:

  • Return Window: You must request a return within 14 days of the delivery date.

  • Return Conditions: To be eligible for a change-of-mind return, the item must be completely unused, unaltered, and in the exact same condition that you received it. It must remain in its original layered matte wrapping with the signature satin bow intact, the gold FB foil seal unbroken, and all original tags and protective shipping boxes included.

  • Return Shipping: For change-of-mind returns, the customer is responsible for paying all return shipping costs. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

🚫 Non-Returnable Items

Certain types of items cannot be returned due to hygiene, safety, or customized nature:

  • Custom/Bespoke Arrangements: Any bouquets or floral designs that were customized or personalized at your specific request.

  • Perishable Floral Items: (If applicable) Live cut flowers or delicate botanical items designated as perishable at the time of purchase.

  • Sale Items: Items purchased during clearance or designated as "Final Sale" cannot be returned or refunded.

2. REFUND POLICY

❌ If the Package is Lost

We track every shipment with our global logistics partners.

  • If your tracking status shows "Delivered" but you haven't received it, please check with your local post office and neighbors first.

  • If a package is officially confirmed as lost in transit by the carrier (or failed to update tracking for more than 20 business days), we will issue a 100% full refund or ship an immediate replacement, depending on your choice.

💔 If the Product is Damaged

Our custom packaging is engineered to protect the delicate structure of our roses and baby's breath. However, if transit gets rough and your item arrives damaged:

  • What to do: Contact us at care@botanicshouse.com within 48 hours of delivery. You must provide clear photographs showcasing the damage to the flowers or wrapping, along with photos of the outer shipping box.

  • Our Solution: Once the damage is verified by our team, we will happily process a full refund or arrange an expedited replacement shipment immediately.

🕒 The Refund Process

Once your return is received and inspected by our studio, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the return conditions.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (PayPal, Credit Card, etc.) within 5 to 7 business days.