Refund policy
At Secret Garden Rose, every arrangement is handcrafted using fresh, seasonal flowers. Because we work with perishable products, our return policy differs from standard retail items. We always aim to make things right while protecting the quality and integrity of our work.
Fresh Flower Guarantee
Flowers are natural products and may vary in bloom stage, color tone, and longevity. With proper care, most arrangements last 5–7 days. If your flowers arrive in unsatisfactory condition, please contact us within 24 hours of delivery so we can assist you promptly.
To Request a Replacement or Refund
Please provide:
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Your order number
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Clear photos of the arrangement
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A brief description of the issue
This helps us assess the condition and improve our quality control.
Eligible Issues
We will offer a replacement arrangement (preferred solution) or partial refund if:
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Flowers arrived damaged, wilted, or broken
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The order was incorrect due to our error
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Delivery was missed due to our mistake
Replacements are typically delivered within 1 business day, depending on availability.
Non-Refundable Situations
Due to the perishable nature of flowers, we cannot offer refunds or replacements for:
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Natural aging or wilting after delivery
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Issues reported more than 24 hours after delivery
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Incorrect delivery details provided by the customer
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Recipient unavailable to receive the order
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Weather delays, building access restrictions, or events beyond our control
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Minor variations in flower type or shade due to seasonal substitutions
Cancellations
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Orders cancelled 48+ hours before delivery → Full refund
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Orders cancelled within 24–48 hours → May be subject to a 20% restocking fee
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Same-day orders, and orders with cancel requests received on the date of delivery cannot be cancelled or refunded once preparation has begun.
Custom event work and large installations are subject to separate contract terms.
Refund Processing
Approved refunds are issued to the original payment method within 2–5 business days, depending on your bank.
Our Commitment
We are a New York–based floral studio and take pride in quality and service. If something isn’t right, we genuinely want to know — we’ll always try to find a fair solution.
646-357-3017
info@secretgardennyc.com