Credit and Refund Policy
At It’s Roses, we are committed to supporting our business customers and maintaining the quality of our wholesale flower orders. We understand that there may be occasions when flowers or roses delivered do not meet expectations due to quality issues. Our Credit Policy is designed to address such concerns promptly and fairly.
Article 1) Eligibility for Credit Requests
Credit requests must be submitted within three (3) days of receiving your shipment. Requests made after this period will not be considered.
To initiate a credit request, you must provide a detailed explanation of the issue, including the specific varieties and the quantity of stems in poor condition.
Supporting evidence in the form of photographs is required. These photographs should clearly show the damaged merchandise along with the packaging labels.
Article 2) Submission Process
Credit requests can be submitted via email to customerservice@hlandflowers.com or via text message to our dedicated support line.
In your request, please include the date of delivery, your order information, and a description of the problem. Ensure that all necessary photographs are attached.
Article 3) Evaluation and Resolution
Once a credit request is received, our quality assurance team will review the provided information and photographs.
We aim to respond to all credit requests within five (5) business days.
If the credit request is approved, the credit amount will be processed and applied to your account. This credit can be used for future orders, current invoices prior to payment, or refunded to your original method of payment upon request.
Article 4) Non-Eligible Items
Credit requests will not be accepted for items that have been altered or used in any way beyond their original condition upon delivery.
Requests based on subjective preferences, including minor color variations or blemishes that do not impact the overall quality and usability of the flowers, will not be considered.
Article 5) Refund Processing
If your refund request is approved, we will process the refund and credit the amount to your original method of payment.
Please note that it may take additional time for the refund to appear on your statement, depending on your financial institution.
Article 6) Changes and Substitutions
It’s Roses retains the right to make necessary changes or substitutions when product availability is affected by weather, seasonal variations, farm production, or market conditions.
If your selected variety becomes unavailable, we may offer a comparable flower, variety, color, or product of equal or greater value whenever appropriate for your wholesale order.
Article 7) Delivery Responsibility
The customer is responsible for ensuring that the delivery can be received at the business location provided.
The shipping carrier may leave the package at the delivery address at its discretion.
It’s Roses bears no responsibility for stolen packages or products damaged due to exposure to adverse weather conditions after delivery.
It’s Roses cannot be held liable for shipping delays arising from weather conditions, mechanical issues, or other circumstances beyond our control.
If you are unavailable to receive the delivery and the carrier holds the package, arranging redelivery or pickup becomes your responsibility.
Claims related to missed deliveries may not be eligible for refund or credit when the delivery issue results from the customer’s inability to receive the shipment.
Article 8) Correct Information Responsibility
It is your responsibility to provide accurate information for your order and delivery, including the delivery address, contact information, requested delivery date, and any relevant business or event information.
If inaccurate or incomplete information prevents successful fulfillment or delivery, we may be unable to provide replacements, credits, or refunds, and related claims may be rejected.
Article 9) 5% Loss Rule
Flowers are natural products, and not every bloom will be flawless. A loss of approximately 5–10% or less may fall within normal parameters for fresh-cut flower shipments.
HIGHLAND FLOWER guarantees the overall quality and freshness of the flower shipment.
All flowers require hydration after shipping. We kindly request that customers promptly and carefully prepare the flowers and allow them to hydrate for at least two (2) hours before making a final quality assessment.
Article 10) Natural Variations
As natural products, flowers inherently possess unique characteristics, including minor spots, color variations, differences in bloom size, and other natural variations.
Consequently, our guarantee does not extend to normal natural differences and minor imperfections.
It’s Roses cannot guarantee that every stem will be completely uniform or free from cosmetic variation.
It is expected that some stems may not meet a floral professional’s individual selection criteria for a specific design or project.
During normal professional preparation, including trimming leaves, stems, guard petals, and excess foliage, some breakage or removal may occur as part of standard floristry practices.
Article 11) Additional Information
For any questions or further assistance, please contact our customer service team at customerservice@hlandflowers.com.
We value your business and strive to resolve qualifying issues promptly and fairly.
Our goal is to support a reliable wholesale purchasing experience for our business customers, and we appreciate your understanding and cooperation in following this Credit Policy.
Cancellation and Changes to Orders Policy
At It’s Roses, we understand that the needs of floral businesses may change and that there may be occasions when you need to cancel or modify a wholesale order. Our Cancellation and Changes to Orders Policy is designed to provide clarity and facilitate a smooth process for such requests.
Requesting Cancellations or Changes
1. Advance Notice Requirement
To cancel or modify an order, including standing orders, you must submit your request at least seven (7) days prior to the scheduled arrival date of the shipment.
This advance notice allows us to make the necessary adjustments without disrupting our supply chain, farm planning, logistics, or other customer orders.
2. Submission of Requests
Requests for cancellations or changes must be submitted via email to customerservice@hlandflowers.com or sales@hlandflowers.com.
Your request should include the order number, original delivery date, business or flower shop name, and a detailed description of the requested changes or cancellation.
Details to Include in Requests
1. Cancellation Requests
Clearly state that you wish to cancel your order.
Provide the delivery date and the name of your flower shop or business.
Specify the reason for cancellation, if applicable.
2. Modification Requests
Clearly state the changes you wish to make to your order.
Provide the delivery date and the name of your flower shop or business.
Specify the requested changes, including quantities, varieties, box configurations, or any other relevant information.
Indicate the period you wish the changes to be effective if applicable.
Processing Requests
1. Acknowledgment
Upon receiving your request, we will acknowledge receipt within one (1) business day.
Our team will review the request and confirm the feasibility of the requested changes or cancellation.
2. Confirmation
Once the request is processed, we will send a confirmation email detailing the changes or confirming the cancellation.
If any issues arise during processing, our customer service team will contact you promptly to discuss available alternatives.
Late Requests
1. Changes After the Deadline
If a modification request is submitted after the seven-day advance notice period, the requested changes may take effect for the following shipment.
Late requests may not be accommodated for the current shipment due to sourcing, packing, farm, or logistical constraints.
2. Cancellations After the Deadline
Cancellation requests made after the seven-day advance notice period may not be processed for the upcoming shipment.
In such cases, you may still be responsible for the full or applicable cost of the shipment.
Additional Information
1. Customer Support
For any questions or further assistance, please contact our customer service team at customerservice@hlandflowers.com or sales@hlandflowers.com.
2. Commitment to Service
We value your business and aim to accommodate the operational needs of our wholesale customers whenever reasonably possible.
Our goal is to provide a reliable experience for florists, flower shops, event professionals, and other business customers, and we appreciate your understanding and cooperation in adhering to this policy.
Thank you for choosing It’s Roses. We are committed to providing our business customers with quality fresh-cut flowers and reliable wholesale service.
