Refund policy
Cancellation & Refund Policy
Last updated: October 6, 2026
We want every delivery to be right. Because flowers are perishable and our baskets are made to order, our cancellation and refund rules depend on when you contact us. Please write to hello@brazilianflorist.com with your order number.
Changes and cancellations
- Scheduled orders (delivery date in the future): you may change the delivery date, address, message or product, or cancel for a full refund, up to 24 hours before the delivery date.
- Atelier gift baskets: changes and cancellations are free up to 48 hours before the delivery date, because the basket is made to order.
- Same-day orders: production starts shortly after your order is confirmed. You may cancel within 1 hour of placing the order, as long as production or delivery has not started. After that the order cannot be cancelled.
- Changes to the recipient's address after the florist has left for delivery are treated as a new delivery and may be charged.
If there is a problem with the delivery
Please contact us within 24 hours of the delivery date and, where possible, send a photo. We will replace the order or refund you, in full or in part, when:
- the order was not delivered;
- the order arrived damaged or wilted;
- the wrong product was delivered;
- a substitution was made that did not follow our Delivery Policy.
We cannot refund when:
- the recipient's name, phone number or address provided at checkout was incorrect or incomplete and we could not reach the recipient or you;
- the recipient refused the order or was unavailable after our contact attempts;
- a reasonable substitution was made according to our Delivery Policy;
- there are minor differences between the photo on the website and the arrangement delivered (flowers are a natural product and arrangements are hand-made locally);
- the flowers wilted after delivery because they were not cared for (we include care instructions with every order).
Refund method and timing
Refunds are issued to the original payment method. Our prices are charged in Brazilian reais (BRL). The amount you receive in your own currency may differ slightly from the amount you paid, because of exchange-rate changes and fees applied by your bank or card issuer, which are outside our control. Card refunds usually appear in 5 to 10 business days; PayPal refunds are usually faster; bank-transfer refunds are made to the originating account.
Your rights under Brazilian law
Brazilian Florist is operated by a Brazilian company and complies with the Brazilian Consumer Defense Code (Código de Defesa do Consumidor). Nothing in this policy limits the mandatory rights you have as a consumer under Brazilian law or under the consumer law of your country of residence.
Contact
hello@brazilianflorist.com