Refund & Cancellation Policy

Effective 2026-06-01. This Policy forms part of our Terms & Conditions of Sale and explains when and how you may cancel and obtain a refund. Because flowers are perishable, custom-prepared goods, statutory "cooling-off" withdrawal rights do not apply once preparation has begun.

1. Cancellations

• Before our team accepts the order: cancel for a full refund.
• After acceptance, before preparation begins: full refund minus the delivery fee.
• After preparation has begun / once made: we refund the delivery fee only, as the perishable goods have been produced for you — unless the delivery failed for a reason attributable to us or our team, in which case a full refund applies.

2. Failed or defective deliveries

If we cannot deliver on your chosen date for a reason on our side, or the flowers arrive materially not as described (judged against the door-step delivery photograph and the Substitution Policy), you are entitled to a re-delivery, a replacement, or a full refund, at our reasonable discretion after review.

3. What is not refundable

• Substitutions made in line with the Substitution Policy.
• Failures caused by inaccurate recipient details, an absent recipient after documented delivery attempts, or a refused delivery.
• Minor, reasonable variations in stems, tone or vase consistent with fresh, hand-made arrangements.

4. How to request a refund

Contact hello@fleurinelle.com (or WhatsApp support) within 48 hours of the delivery date with your order number. We review each request fairly, usually within 2 business days. Approved refunds are returned to the original payment method within 5–10 business days; timing depends on your bank.

5. Please contact us before a chargeback

We resolve the large majority of issues quickly. You agree to give us a reasonable opportunity to resolve a problem before initiating a chargeback. A chargeback raised on an order that was delivered, substituted or refunded in line with these policies is a breach of our Terms; we retain and submit transaction, consent and delivery-photo evidence to contest unwarranted chargebacks and may recover improperly reversed amounts.

6. Contact

TRYB International, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, New Castle County, Delaware, United States. hello@fleurinelle.com. +212 6 61 24 88 07.