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Return policy

Delivery, Return & Refund Policy — RoseRush



DELIVERY POLICY



  • All orders placed before our daily cut-off time will be processed for same-day delivery. Orders made after cut-off will be delivered on the next available delivery slot.

  • RoseRush delivers using our trusted delivery partners. Delivery coverage and fees will be shown at checkout based on the recipient’s location.

  • For locations with restricted access (condominiums, offices, guarded areas), our rider may be required to leave the item at the lobby, guardhouse, or reception if direct delivery to the door is not permitted.

  • Once your order is out for delivery, you will receive an update via WhatsApp or email.

  • Delivery times are estimations and delays may occur due to weather, traffic, high-volume days, or unforeseen circumstances.





RETURN, REPLACEMENT & REFUND POLICY



1. Order Cancellation



  • Order cancellations can only be made before the arrangement or delivery process has started.

  • Once the order is being prepared or dispatched, cancellation is no longer possible.



2. Eligibility for Return / Replacement / Refund


Since our products are fresh and perishable, we only accept return, replacement, or refund requests if:



  • The item received is damaged or wilted upon arrival.

  • The delivered product is incorrect or significantly different from what was ordered.

  • A delivery error occurred due to our mistake.



Not applicable:



  • Change of mind

  • Incorrect details provided by customer (address, date, recipient info)

  • Recipient unreachable or refuses delivery

  • Natural variation in flowers (size, tone, bloom level)



3. Timeframe for Reporting an Issue


All issues must be reported within 1 hour of receiving the item. Fresh flowers naturally degrade over time, so late reports may not be eligible.



4. Proof Required


To process a claim, please provide:



  • Clear photos or videos taken immediately upon receiving the product

  • Order number and customer name

  • A brief description of the issue


Incomplete or late submissions may result in rejection of the claim.



5. Replacement Policy



  • A free replacement will be arranged at the earliest available time.

  • Replacement items may vary slightly depending on flower availability, but we will always match or exceed the value of the original order.



6. Refund Policy



  • A replacement is not possible

  • The issue is confirmed to be caused by RoseRush

  • Clear evidence has been provided and approved


Approved refunds will be processed within 5–14 working days depending on payment method and bank processing time.





CONTACT & SUPPORT


For delivery issues, order updates, or refund requests, please contact us:

📩 WhatsApp: 01167061993

⏰ Operating Hours: 9:00 AM – 6:00 PM