Return policy

I. Policy Overview

Thank you for choosing Il Garden. We are dedicated to providing our European customers with fresh, high-quality flower delivery services. As flowers are natural, perishable, and often custom-made products with a limited shelf life, our store's Return and Refund Policy differs from that of standard merchandise.

By placing an order, you acknowledge that you have read and agreed to this Return and Refund Policy.

II. Product Nature (Important)

The products sold by Il Garden possess the following characteristics:

Flowers are natural plant products subject to natural variations (in color, shape, and bloom stage).

Most bouquets are custom-made specifically for each order immediately upon placement.

The products are perishable and fragile items.

Delivery utilizes a "Next-Day Delivery" logistics model (with delivery occurring as early as the same day, and no later than the following day).

Consequently, flower orders are not eligible for standard "no-questions-asked" return policies.

III. Grounds for Refund or Compensation

Customers may request after-sales assistance under the following circumstances:

1️⃣ Severe Product Damage

If the flowers sustain significant damage during transit—for example:

The bouquet is severely crushed.

A large number of stems are broken.

The flowers show obvious signs of wilting or decay (outside of normal transit times).

Customers must contact us within 24 hours of the order being delivered.

2️⃣ Significant Discrepancy from Order

Including, but not limited to:

Receiving the wrong bouquet style.

The bouquet's specifications (size, volume, etc.) differ significantly from the order details.

Key floral components are entirely missing (excluding instances where reasonable substitutions have been made).

3️⃣ Delivery Issues (Attributable to Il Garden)

For example:

Failure to deliver within the promised timeframe (same-day or next-day).

Inability to successfully deliver the flowers due to a delivery error.

IV. Application Process

To ensure a prompt resolution, please follow these steps to submit your request:

Contact Customer Service within 24 hours of receiving your order.

Provide the following information:

Order Number

Recipient's Name

Description of the Issue

Clear Photographs (showing the outer packaging, the entire bouquet, and close-ups of the specific issue).

Requests submitted more than 24 hours after delivery may not be accepted, as the condition of fresh flowers naturally changes over time. V. Resolution Methods

Upon review and confirmation, Il Garden will provide one of the following solutions based on the specific circumstances:

✅ Free Redelivery (Preferred Solution)

✅ Partial Refund

✅ Full Refund (For severe or exceptional cases)

Refunds will be issued via the original payment method.

VI. Cases Ineligible for Refunds or Returns

Refunds will not be granted under the following circumstances:

Delivery failure caused by the customer providing an incorrect address or contact information

The recipient refuses to accept the delivery

Deterioration of the flowers' condition due to no one being available to sign for the delivery

Subjective reasons on the part of the customer (e.g., "I don't like the color" or "It looks different from what I imagined")

Natural variations in floral materials (seasonal substitutions are considered normal)

Quality issues reported more than 24 hours after delivery

VII. Floral Substitution Policy

As flowers are subject to seasonal availability and supply fluctuations, Il Garden reserves the right—when necessary—to:

Substitute floral materials with items of equal or higher value

Adjust the design while maintaining consistency in the overall style and color palette

Such substitutions do not constitute grounds for a refund.

VIII. Order Cancellation Policy

Orders may be cancelled with a full refund if the request is submitted more than 24 hours prior to the scheduled delivery date

Orders that have already entered the preparation or delivery process cannot be cancelled

Orders scheduled for same-day delivery are generally ineligible for cancellation

IX. Refund Processing Time

Once a refund has been approved, the funds will be returned to the original payment account within:

5–10 business days

(The exact timeframe depends on your bank or payment service provider)