Refund policy

At beyondROSE, we take pride in the quality of our flowers and service. If there’s an issue with your order, we’re here to help but you must contact us within 24 hours of delivery. Please provide clear photos that show the problem so we can properly assess the situation.

Refunds or replacements are only considered when we are clearly at fault. This includes cases where the wrong item was sent, the bouquet arrived significantly damaged, the flowers were in poor condition (such as wilted beyond recovery or mouldy), or the order was not delivered due to our mistake. However, we do not offer refunds for change of mind, personal taste, or situations outside of our control. This includes issues caused by extreme weather, incorrect delivery details provided by the customer, the recipient not being available at the time of delivery, or when the flowers have been left at a drop-off point as instructed.

Once we receive your report and supporting photos, our team will investigate and respond within 24 to 48 hours. If we are found responsible, we will offer either a full refund (if the order is unusable or undelivered), a partial refund of up to 50% (if the issue affects only part of the order), or a replacement product, depending on the situation. Refunds will be processed to your original payment method within 5 to 10 working days, depending on your bank.

Please note that refund requests submitted after 24 hours from the time of delivery will not be entertained, as we are unable to verify the condition of the flowers beyond this window. We appreciate your understanding and cooperation, and we’re committed to making things right whenever possible.