Return Policy

This Return Policy ("Policy") describes in full detail the conditions under which Herbalmobility ("we," "us," or "our") accepts returns, offers replacements, provides refunds, or offers other remedies for bouquets, floral arrangements, flower subscriptions, and related products and services ordered through our website herbalmobility.world (the "Site") or via our contact channels (email, telephone, or in person). Because flowers and fresh floral products are perishable, our return and refund options are necessarily more limited than for non-perishable goods. We ask that you read this Policy carefully before placing an order. By placing an order, you agree to the terms of this Policy. This Policy should be read together with our Terms of Use, which govern your use of our Site and services.

Scope and Applicability

This Policy applies to all orders for bouquets, floral arrangements, single stems, flower subscriptions, and custom or event-related floral orders (including wedding and event flowers) placed with us through the Site or through direct contact. It covers both one-time orders and recurring subscription deliveries. Special terms may apply to custom or event orders and will be communicated at the time of booking; in the event of a conflict between those terms and this Policy, the specific terms agreed for the custom or event order shall prevail to the extent of the conflict. This Policy does not apply to products or services offered by third parties, even if accessed through a link on our Site.

Nature of Our Products

Bouquets and floral arrangements are made from fresh, natural flowers and foliage. They are subject to natural variation in color, size, bloom stage, and fragrance. Seasonal availability may affect the exact varieties we use; we may substitute flowers of equivalent or greater value when necessary, and we will strive to match the style and color palette of your order as closely as possible. Because our products are perishable, they cannot be "returned" in the traditional sense once they have been delivered or picked up: they decline in quality over time and cannot be resold or restocked. This Policy is designed to address the specific circumstances in which we can offer a replacement delivery, partial refund, full refund, or other remedy, while being fair to both you and our business and consistent with the nature of perishable goods.

When You May Be Eligible for a Remedy

We stand behind the quality of our bouquets and arrangements. You may be eligible for a replacement, credit, or refund in the following situations, subject to the conditions below: (1) your order arrives significantly damaged (e.g., crushed, broken stems, severe wilting that is not attributable to normal transit or delay caused by you or the recipient); (2) your order is significantly not as described (e.g., wrong bouquet type, wrong size category, or missing key elements that were confirmed in your order); (3) the flowers are in an unusable condition upon delivery or pickup due to our error (e.g., quality issues that we could reasonably have prevented). You must contact us as soon as possible after delivery or pickup, ideally within 24 to 48 hours, and we may request photographs and a brief written description of the issue so we can assess the situation. Depending on the circumstances, we may offer a replacement delivery (or pickup) for the same or a comparable product, a credit toward a future order, a partial refund, or a full refund for the affected order. Each case is evaluated individually based on the evidence and our records. We cannot offer remedies for issues reported long after delivery (e.g., more than a few days) or for problems caused by improper care after delivery (e.g., lack of water, exposure to heat or direct sunlight, or physical damage after receipt). Normal variation in the appearance of natural flowers (e.g., slight differences in shade or bloom openness) does not qualify for a remedy.

Time Limits and Evidence

To be considered for a replacement, credit, or refund, you must contact us within a reasonable time after delivery or pickup. We consider 24 to 48 hours from the time of delivery or pickup to be reasonable for reporting obvious damage or significant errors. Reports made more than 7 days after delivery or pickup will generally not be eligible for a remedy unless we determine that exceptional circumstances apply. When you contact us, please provide: your name; the order date and, if available, order reference or confirmation details; the delivery or pickup date; a clear description of the issue; and, where possible, photographs showing the product and the problem. This information helps us process your request fairly and promptly. We may need to verify your order in our records before approving any remedy.

Delivery Issues

If you provided an incorrect or incomplete delivery address and the bouquet was delivered there or could not be delivered as a result, we are not responsible for the loss, and we generally will not provide a refund or replacement. Please ensure your delivery address and contact details (including phone number for the recipient or delivery person) are correct and complete at the time of order. If a delivery was attempted but the recipient was unavailable and the flowers were left in a manner that led to damage or loss (e.g., left in extreme heat or stolen), we will work with you to find a fair solution where possible, but we are not obligated to provide a full refund or replacement in all cases, especially if we followed the delivery instructions you provided. If we are unable to deliver due to circumstances beyond our reasonable control (e.g., severe weather, natural disaster, recipient refusal, or address inaccessible), we will contact you to discuss options, which may include rescheduling the delivery (if feasible), a credit toward a future order, or a refund depending on the situation and whether the flowers can be used or redelivered. If the failure to deliver is due to our error (e.g., we failed to attempt delivery within the agreed window without a valid reason), we will offer a replacement or full refund in accordance with this Policy.

Subscription Cancellation and Refunds

If you have a flower subscription with us, you may cancel at any time by contacting us through the Site, by email, or by phone. Cancellation will take effect at the end of your current billing or delivery period; you will not be charged for subsequent periods after cancellation. We do not refund subscription fees for deliveries that have already been made or for the current period once it has started, unless a specific delivery within that period was missed, damaged, or incorrect due to our error—in which case we will apply the same principles as for one-off orders and may offer a replacement delivery, credit for that delivery, or partial refund as appropriate. If you cancel and have already paid for a period that includes future deliveries, we will not issue a refund for those prepaid deliveries unless otherwise required by law or agreed in writing. If a scheduled subscription delivery was missed, damaged, or incorrect, please contact us promptly (within 24 to 48 hours of the scheduled or actual delivery date); we will investigate and, where we are at fault, offer a remedy as described in this Policy.

Custom and Event Orders

For custom bouquets, wedding flowers, event arrangements, or large or complex orders, we typically require a deposit or full payment in advance. The specific payment schedule and cancellation terms will be communicated at the time of booking and may be set out in a separate agreement or order confirmation. In general, cancellations with sufficient notice (e.g., more than 14 days before the event or delivery date) may qualify for a partial refund or credit after deduction of any costs we have already incurred (e.g., ordering specialty flowers or materials). Cancellations close to the event or delivery date (e.g., within 7 to 14 days) may not be eligible for a full refund due to the preparation and materials already committed; we will work with you to find a fair solution based on the circumstances. Cancellations with very short notice (e.g., within a few days of the event) may result in no refund if we have already completed preparation or incurred non-recoverable costs. Changes to the order (e.g., color palette, flower types, or quantities) may be possible up to a certain date; we will confirm the deadline when you place your order. Changes requested after that date may not be possible or may incur additional charges. For the avoidance of doubt, custom and event orders are subject to the same quality standards and remedy provisions as other orders; if the delivered product is significantly not as agreed or is damaged due to our error, we will work with you to provide a remedy consistent with this Policy and any specific terms agreed for the order.

How to Request a Return, Replacement, or Refund

To request a return, replacement, credit, or refund, contact us using the contact form on our Site, or by phone or email as provided on the Contact page. Include: your full name; the order date and, if available, any order reference or confirmation number; the delivery or pickup date and address (if applicable); a clear description of the product ordered and the issue (e.g., damage, wrong item, missing elements); and, if possible, photographs showing the product and the problem. We will acknowledge your request and respond within a reasonable time (typically one to three business days) and will inform you of the outcome and any next steps. If we approve a refund, it will be processed using the same payment method used for the original order, unless we agree otherwise with you. Processing times for refunds may vary depending on your bank or card issuer (often 5 to 10 business days). If we offer a replacement or credit, we will confirm the details (e.g., delivery date for a replacement or the amount and validity of a credit). We may require you to return or dispose of damaged or incorrect products in accordance with our instructions before processing a refund or replacement; because flowers are perishable, we often do not require physical return but may ask for photographic evidence or other verification.

Non-Refundable Situations

We generally do not offer refunds or replacements in the following situations: (1) you simply changed your mind after receiving the order; (2) the flowers have aged or wilted after several days of normal care (natural aging is expected); (3) the issue was caused by your or the recipient's handling or care after delivery (e.g., not placing stems in water, placing in direct sunlight, or damaging the arrangement); (4) you provided an incorrect or incomplete delivery address or contact information; (5) the recipient was unavailable and did not arrange for an alternative delivery option or safe place, and the flowers were left in conditions that led to damage or loss; (6) you did not contact us within a reasonable time (e.g., within 24 to 48 hours, or in any event within 7 days) after delivery or pickup; (7) the complaint relates to normal variation in natural products (e.g., slight color variation or bloom stage) that does not amount to a significant deviation from the order; (8) the order was placed for a wrong date or wrong recipient due to your error and we delivered as instructed. We reserve the right to refuse a refund or replacement if we reasonably believe the request is fraudulent, abusive, or not made in good faith. Repeated or pattern complaints without valid basis may result in our declining future orders from the same customer.

Limitation of Liability

Our liability for any order is limited to the amount you paid for that order (including delivery fees for that order). We are not liable for any indirect, incidental, special, or consequential damages arising from the use or inability to use the flowers or from any failure to deliver, including but not limited to disappointment, inconvenience, loss of enjoyment, or any loss arising from the use of the flowers for a particular event or purpose (e.g., wedding or business event). Nothing in this Return Policy excludes or limits our liability where such exclusion or limitation is not permitted by applicable law (e.g., for death or personal injury caused by our negligence or for fraud). For the avoidance of doubt, our obligation to provide a replacement or refund in the circumstances described in this Policy is separate from and in addition to any statutory rights you may have as a consumer; this Policy is not intended to limit those rights where they cannot be limited by contract.

Disputes and Chargebacks

We encourage you to contact us first if you are dissatisfied with your order so we can try to resolve the issue. If you initiate a chargeback or payment dispute with your bank or card issuer without first giving us a reasonable opportunity to address your concern, we may contest the chargeback and provide evidence of delivery and our terms. Chargebacks that are found to be invalid (e.g., where we have fulfilled the order in accordance with this Policy and our Terms) may result in your being liable for the order amount and any associated fees. We may also suspend or refuse future orders from customers who have engaged in invalid chargebacks or abusive behavior. If you have a genuine dispute, we are committed to resolving it fairly in accordance with this Policy.

Changes to This Policy

We may update this Return Policy from time to time. The updated version will be posted on this page with a revised effective date. Changes will not apply retroactively to orders already placed before the effective date of the change, unless we are required by law to do so or unless the change is favorable to you and we choose to apply it. We encourage you to review this Policy periodically. Your continued use of our Site or services after the posting of changes constitutes your acceptance of the updated Policy for new orders. If you do not agree to the updated Policy, you should not place further orders.

Contact Us

For any questions about this Return Policy, or to request a return, replacement, credit, or refund, please contact us using the contact information provided in the Contact section of herbalmobility.world (including our contact form, phone number, and email). We are committed to resolving legitimate concerns in a fair and timely manner and will work with you to reach a satisfactory outcome where you are entitled to a remedy under this Policy.