Refund policy
At The Jawdropping Company, every order is carefully prepared and designed specifically for you. Due to the fresh, perishable and often customized nature of our products, our refund and cancellation policies differ from those of traditional retail products.
Please review the following policy before placing your order.
🌸 FRESH FLOWERS & PERISHABLE PRODUCTS
Fresh flowers are perishable and naturally vary in appearance and lifespan. Because of this, we generally do not accept returns of fresh floral arrangements after successful delivery or pickup.
If you believe there is a quality issue with your flowers or arrangement, please contact us within 24 hours of delivery or pickup.
Please include your order number, a description of the issue and clear photographs of the arrangementso we can properly assess your concern.
Where we determine that there is a genuine quality or fulfillment issue attributable to us, we may offer an appropriate resolution, which may include a replacement, partial refund, store credit or full refund, depending on the circumstances.
🎁 CUSTOM & PERSONALIZED ORDERS
Custom-made and personalized products are generally non-refundable once production has begun.
This includes personalized balloons, customized floral designs, gift boxes, money bouquets and other products created or sourced specifically for your order.
Customers are responsible for checking all names, messages, dates, colours, quantities and personalization details before submitting their order.
If we make an error that differs materially from the information you provided, please contact us so we can review and correct the issue where appropriate.
✏️ ORDER CHANGES & CANCELLATIONS
Need to make a change? Please contact us as soon as possible.
Orders may be cancelled for a full refund if cancellation is requested before we have purchased special materials, begun preparing the order, or incurred non-refundable costs specifically for your order.
Once preparation has begun or materials have been purchased, the order may no longer qualify for a full refund. Depending on the circumstances, a partial refund or store credit may be offered at our discretion.
Orders that have already been completed, dispatched for delivery or picked up cannot normally be cancelled.
🚚 DELIVERY ISSUES
Customers are responsible for providing complete and accurate delivery information.
Refunds will generally not be issued for unsuccessful deliveries caused by circumstances outside our reasonable control, including:
- Incorrect or incomplete delivery addresses
- Incorrect recipient contact information
- Recipient unavailability
- Restricted or inaccessible buildings
- Refusal of delivery by the recipient
If redelivery is possible, an additional delivery fee may apply.
If an order is not delivered because of an error attributable to The Jawdropping Company, please contact us so we can arrange an appropriate resolution.
🌷 SUBSTITUTIONS & NATURAL VARIATIONS
Flower availability changes seasonally and from day to day. As stated in our Disclaimer & Policies, we may substitute unavailable flowers, greenery, wrapping or decorative elements with suitable alternatives of equal or greater value, while maintaining the intended overall style and colour palette as closely as possible.
Approved substitutions and reasonable natural variations in flowers are not, by themselves, grounds for a refund.
🎈 BALLOONS
Due to their delicate nature, balloons are generally non-refundable after successful delivery or pickup.
Once balloons leave our care, we cannot be responsible for damage or reduced float time caused by improper handling, sharp objects, heat, cold, weather conditions or other environmental factors.
If your balloon order is damaged or defective at the time of delivery or pickup, please notify us immediately.
💵 MONEY BOUQUETS & CASH GIFTS
The cash incorporated into a money bouquet or cash gift remains part of the customer’s requested gift amount and is separate from our design, materials and service charges.
Any refund relating to the design/service portion of a money arrangement will be assessed according to the circumstances of the order.
Customized money arrangements are generally non-refundable once production has begun.
📸 REPORTING AN ISSUE
If there is a problem with your order, please contact us within 24 hours of delivery or pickup.
To help us assess the issue, please provide your order number, photographs and a brief explanation of your concern.
Please do not discard the product before contacting us, as we may need additional photographs or information to properly assess the issue.
💳 APPROVED REFUNDS
If a refund is approved, it will generally be issued to the original payment method. Processing times after a refund is issued depend on your bank, card issuer or payment provider.
Original delivery charges may not be refundable where the delivery service was successfully completed.
💕 OUR COMMITMENT
Your experience matters to us. If something isn’t right with an order, please contact us promptly and give us an opportunity to review the situation.
We will assess concerns fairly and work toward an appropriate resolution based on the circumstances of the order and this policy.
YOUR CONSUMER RIGHTS
Nothing in this policy limits or excludes any rights or remedies available to customers under applicable consumer protection laws.
CONTACT US
The Jawdropping Company
Surrey, British Columbia, Canada
Email: hello@thejawdroppingcompany.ca
Phone: +1 604-283-2585