Refund policy

If you have received a damaged or leaking product, please send us an email or WhatsApp message with the following details, within 24 hours of the delivery:

• Order Number.
• Details of your request or complaint.
• Images or videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request.
• In case the product is leaking/ broken, clear images or video of the non-sealed/ leaking/ broken products along with clear images or video of spillage (if any). Mono-carton and shipping carton packaging images too are needed.
• In case the product received is empty or product is missing in the package or a wrong product has been delivered- clear images or video of the empty/ faulty/ product missing/ or wrong product delivered, along with images or video of mono-carton and shipping carton packaging.

(Mono Carton refers to the FloraSoul box/packaging the individual product comes in.)

 

Once all the details are received, it will take our team upto 3 working days to revert on the complaint/ query/ issue. In case an exchange is approved for your complaint, you will be informed of the same with an authorization number and details of the reverse pick-up. In case of a product refund, once your request is approved the amount will be shared as a credit refund to your FloraSoul account within 10-15 days and this credit can be used to buy other FloraSoul products.

 

The product to be exchanged must be sent back to us packed in the same packaging as it was received in. The original invoice which shows the following details should be attached to the parcel.

• Name & Address of the customer
• Order number
• Contents of the package

In addition, please share the above document and an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email or WhatsApp.

 

Once the package is received at our warehouse, the exchange order will be processed within 24 hours. You will then be informed of the new consignment tracking details.

 

For any reason, if you are not satisfied with the product received, within 3 days of receiving the product please reach out to our Customer Care at +91-9805880098 or on WhatsApp. We will help you out on a case to case basis with the best possible solution.

 

Please note orders for Gift boxes are not normally eligible for exchange or refunds. FloraSoul is not responsible for any damages after delivery. No Cash Refunds are permitted.