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 fulfilled, 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 2 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 2 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 within 2 hours of placement, provided the order has not yet been prepared. Once your order is in preparation, cancellations cannot be accepted.

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

8. Add-On Items

Non-perishable add-on items such as teddy bears and balloons are subject to the same policy as fresh flowers when purchased as part of a floral order.

9. Contact Us

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

Premium Roses Wholesale
1042 E 4th St, Ontario, CA 91764
Email: Premiumflorals@gmail.com
Phone: (909) 295-9678

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