Refund / Replacement Policy

Fresh flowers and the 1-day reporting window

Flowers, cakes and many gift items are perishable or time-sensitive. If an order arrives damaged, materially incorrect, incomplete or not as reasonably expected, please contact Rosella within 1 day of delivery. This fast reporting window helps us assess the flowers in their delivery condition and resolve issues fairly.

How to request help

• WhatsApp Rosella on 0829507011 or email orders@rosellaflowers.co.za within 1 day of delivery.
• Include the order number, recipient name, delivery date and a short explanation of the issue.
• Send clear photos of the full arrangement, packaging, damaged area and any missing or incorrect item.
• Keep the flowers, packaging or affected item until Rosella has reviewed the request, where practical.

Possible outcomes

• Replacement of damaged flowers or incorrect items.
• Re-delivery of missing items where practical.
• A partial refund, store credit or full refund depending on the confirmed issue.
• A care instruction check if the concern relates to normal flower lifespan, heat exposure or post-delivery care.

What is not covered

• Change of mind after delivery.
• Non-defective fresh flowers, cakes, personalised items and custom gifts once they have been prepared or delivered.
• Incorrect delivery details supplied by the customer.
• Recipient unavailable, refused delivery, unreachable by phone or unable to accept the order.
• Natural variation in flower colour, bloom size, greenery, packaging or exact arrangement style.
• Damage after successful delivery, including heat, direct sunlight, lack of water, mishandling or delayed opening by the recipient.
• Issues reported after the 1-day window, unless Rosella agrees there is a clear quality or fulfilment issue.

Return costs and local corrections

Because most Rosella products are perishable and delivered locally, approved resolutions are usually handled by replacement, correction, re-delivery of a missing item, store credit or refund rather than a postal return. If Rosella approves a return of a non-perishable gift item, Rosella will confirm whether collection, drop-off or customer-paid return delivery is required before the return is accepted.

Statutory rights

Nothing in this policy is intended to remove any non-excludable rights customers may have under South African consumer law. The 1-day window is Rosella's required reporting period for fresh, perishable and occasion-based products so that quality concerns can be assessed quickly and fairly.

Questions can be sent to orders@rosellaflowers.co.za, WhatsApp 0829507011, or phone 0829507011.