Refund policy

At Prime Flowers, every box is cut to order on our farm in El Retiro, Colombia, and flown to your door. Because fresh flowers are a perishable, living product, they cannot be shipped back to us — but that does not mean you carry the risk. If your flowers do not arrive in perfect condition, you get a full replacement box or a complete refund, your choice.

Returns

Fresh cut flowers are non-returnable. Like all perishable goods and living plants, they deteriorate rapidly and cannot be resold or restocked. We never ask you to ship anything back, and there is no return shipping cost to you at any point.

Instead of returns, we resolve every issue with a replacement or a refund, as described below.

Refunds and Replacements

If your flowers arrive damaged, wilted, or not as described, email us at hello@primeflowers.shop within 24 hours of delivery and include:

  • Your order number
  • A photo of the flowers as received

We will send a full replacement box or issue a complete refund — your choice. No return shipping required, and you keep the original flowers.

The 24-hour window exists because transit damage has to be documented at arrival. Claims submitted after this window cannot be evaluated. Full details are in our Freshness Guarantee.

Cancellations

  • Before your order is cut: cancel any time up to the cutoff for your selected delivery date and receive a 100% refund. Email us with your order number.
  • After your order is cut and packed: the flowers have already been harvested for you and cannot be cancelled. If something is wrong on arrival, the Freshness Guarantee above applies in full.

Delivery Delays

Your flowers travel by FedEx International Priority and clear U.S. customs on the way. In the rare case that a shipment is delayed beyond its committed delivery date by the carrier or by customs, we will contact you proactively and offer either a refund or a rescheduled delivery, at your choice. You do not have to chase us for it.

What Is Not Covered

  • An incorrect or incomplete delivery address provided at checkout
  • Flowers left unattended outdoors or in extreme heat or cold after delivery
  • Reduced vase life caused by care after unboxing — no water, direct sunlight, heat sources, or strong air currents
  • Claims submitted more than 24 hours after the delivery timestamp
  • Normal aging beyond the arrival guarantee

How Refunds Are Issued

Approved refunds are issued to your original payment method. Once processed, funds typically appear within 5 to 10 business days, depending on your bank or card issuer. We do not charge restocking fees of any kind.

Contact

Prime Flowers LLC
Email: hello@primeflowers.shop
We respond within 1 business day.