Return and Refund Policy

This policy explains when Blooms Point Gifts and Flower Shop will replace an order, refund it in full or in part, re-deliver it, or cancel it — and how to tell us that something has gone wrong. It applies to everything we sell: fresh flowers and bouquets, arranged and customised pieces, preserved and dried arrangements, funeral and sympathy work, balloons, cakes, chocolates, gourmet and fruit baskets, and any add-on bought alongside them.

It sits underneath our Terms and Conditions, which govern the order itself. Two further pages carry the detail this policy relies on and form part of it: the Substitution Policy sets out exactly what may change in an arrangement and what will not, and the Freshness Guarantee sets out the condition flowers should arrive in. If you disagree with a decision we make under this policy, the Dispute Resolution Policy explains what happens next.

Nothing in this policy takes away a right you have under Philippine law, and nothing in it is intended to. In particular:

• We do not operate a “No Return, No Exchange” rule. The implementing rules of the Consumer Act of the Philippines (Republic Act No. 7394) prohibit that notice from appearing in a contract of sale, on a receipt, in any document evidencing a sale, or anywhere in a business establishment — and it does not appear anywhere on this site.
• Goods we sell you carry an implied warranty that they are of merchantable quality and fit for their ordinary purpose. Under Article 68 of the Consumer Act that warranty runs for one year from delivery and may not be excluded or limited by anything we write.
• Where a product is defective, malfunctions or is lost through no fault of yours, the Internet Transactions Act of 2023 (Republic Act No. 11967) gives you the right to pursue repair, replacement, refund or another remedy. Which of those is appropriate depends on the product and the problem, and for cut flowers it is almost always replacement or refund rather than repair.
• You may complain to the Department of Trade and Industry, or take any other route the law gives you, whatever this policy says. The Dispute Resolution Policy sets out those routes and does not restrict them.

Cut flowers are an agricultural product. Two bouquets of the same name, built on consecutive mornings from the same market, are not identical — and that is the product working as intended rather than a fault. The following are normal and are not, on their own, grounds for a refund:

• Small differences in shade, stem length, bloom size or the exact shape of an arrangement compared with the photograph on the product page.
• The stage of opening, where it matches what the product page describes. Eustoma and tulips are sent with buds deliberately closed and open over the following days; lilies open one bloom at a time; tulips keep growing and lean towards the light after they are cut.
• Ordinary ageing over the days after delivery, and the shorter vase life that heat causes in a room without air conditioning.
• A substitution made within our Substitution Policy — a filler or foliage swapped, a different variety of the same flower at the same grade, a container of the same size in a different finish.

Substitutions are limited, and the limits are promises rather than preferences. We keep the overall size, the value, the colour palette, the flower type wherever it exists at all, the stem count whenever the product name states one, and the container, wrap and ribbon shown in the photograph. Where a change is one you would notice — the main flower is unavailable, or the palette has to move — we contact you before we build anything, and for funeral and sympathy work we call you whatever the size of the change.

You are entitled to a remedy — a replacement, a re-delivery, a refund in full, or a refund of part of the order — in any of the following situations. This list is descriptive rather than exhaustive: if something has gone wrong and it is not on it, tell us anyway.

• Damaged on arrival. Crushed, broken stems or heads, a split or leaking container, a deflated or burst balloon, a crushed gift box.
• Defective or not of the promised condition. Wilted, browning at the petal edges, visibly past their best, or in a state we would not have sent out. Food, cake, chocolate or fruit that arrives spoiled or past its date.
• The wrong product. A different arrangement, size, colourway or add-on from the one on your order.
• Missing items. An add-on, a card, a vase, a balloon or one product from a multi-item order that did not arrive. The remedy here is usually the missing item delivered, or a refund of that item.
• A material discrepancy from your order. Fewer stems than a stated stem count, a materially smaller arrangement, a different colour palette, or a substitution outside the limits in section 3.
• The card message was wrong or missing — not written, written incorrectly by us, or attached to the wrong order.
• Delivery failed or was incomplete through our fault. We did not attempt delivery, we delivered to the wrong address when yours was correct, we delivered outside the window you chose and outside anything we warned you about, or the order arrived so late that the occasion it was for had passed.
• The order was never fulfilled at all.

Where a remedy is due, you choose between the options that are actually available. In practice that is a replacement arrangement on the next window we can make — to the same address or a different one — a refund of the affected part of the order, or a credit against a future order if a replacement would arrive too late to be worth having. For a partial problem, such as one missing add-on in an otherwise correct order, the ordinary remedy is a refund or delivery of that part rather than of the whole order.

A change of mind is different from a fault, and we treat it differently. Where there is nothing wrong with the product and you simply no longer want it, we are not obliged to refund or exchange it, and generally will not once preparation has begun. That is the position under Philippine consumer law, which gives you remedies for defective, imperfect or misdescribed goods rather than a general right to return something you have changed your mind about.

What we do offer is a generous window to change the order before it is built, because that costs nobody anything. Section 6 of our Terms and Conditions and section 8 below set out when you can change or cancel free of charge.

Write to inquiries@bloomspointph.com — our official support channel — or call +63 935 856 1320. Support is answered every day, 7:00 AM–10:00 PM. Email is better for anything that needs a photograph, and it gives both of us a written record of what was said and when.

Please include as much of the following as you can:

• Your order number, from the confirmation email.
• The name and contact details of the person who placed the order.
• The delivery date on the order.
• What went wrong, in your own words — you do not need to use the categories in section 4.
• Photographs, where the complaint is about the product itself. A phone photo in ordinary daylight is all we need, and it is by far the most useful thing you can send us.
• What you would like us to do: a replacement, a refund, or something else.

A claim is not invalid because something on that list is missing. If you cannot take a photograph, or the recipient has already thrown the flowers away, tell us and we will work from what you can tell us.

When to tell us

For anything about the condition of fresh flowers, please tell us within 24 hours of delivery. That is an operational request, and the reason is evidence rather than administration: flowers change materially within a day, and after that neither of us can tell whether a problem was there when the rider handed them over. Telling us quickly is what lets us say yes without an argument.

For a non-perishable item — a preserved or dried arrangement, a vase, a balloon, a gift item — please tell us within a few days of delivery. For a defect that only becomes apparent later, tell us when you find it.

1. We acknowledge it. We aim to confirm we have your claim within one business day, and to tell you who is dealing with it.
2. We investigate. We look at your order record, the photographs, the delivery record and the notes from the branch that built and delivered the arrangement. We may ask you one or two follow-up questions; we try not to ask for the same thing twice.
3. We decide, and we tell you why. You get an answer in writing that says what we found and what we are offering. If we do not think a remedy is due, we say so plainly and give our reasons rather than simply declining.
4. We carry it out. A replacement is booked into the next window we can make, agreed with you. A refund is arranged as described in section 8.

If you disagree with the outcome, say so and we will look at it again — a claim is not closed because we answered it once. The Dispute Resolution Policy sets out how a disagreement is escalated inside the business and what routes are open to you outside it, including the seven-calendar-day internal redress period under section 24 of the Internet Transactions Act.

An approved refund goes back by the same route the money came in, wherever that is possible. What that means in practice depends on how you paid.

• Cash on Delivery. There is no payment to reverse, so there are two cases. If the order has not been paid for — because it was cancelled, or delivery failed — nothing is owed and nothing is collected. If you have already paid the rider in cash and a refund is due, we arrange it with you directly: a transfer to a bank account or e-wallet you nominate, or cash at one of our branches. We will never ask for your card number, your PIN, your online banking password or a one-time password in order to refund you.
• E-wallet, bank transfer and card. Nothing is charged on this site today — no card details are entered here and you are not redirected to a payment page. Where you have paid us by transfer or wallet against the reference we sent you, a refund is returned to the account or wallet the payment came from.
• Any online payment method we add in future. Refunds will be returned through the same provider that took the payment, subject to that provider’s process.

How long it takes. We start an approved refund promptly — normally on the working day we agree it with you. How long it then takes to reach you is not entirely ours to control: a bank or e-wallet transfer depends on the receiving institution, and a refund through a payment provider depends on that provider and on your card issuer. We will tell you when we have sent it and what reference to look for. We do not quote a fixed number of banking days here, because we would be quoting a timetable that belongs to somebody else.

We do not charge a restocking fee, an administrative fee or any other deduction on a refund made because something went wrong with your order.

Every delivery window has a cut-off, and the cut-off is the line that matters, because it is the point at which an arrangement starts being built for one particular delivery. The windows and their cut-offs are on the delivery information page.

• Before the cut-off. You can change the delivery date, the address, the window or the card message, or cancel the order outright for a full refund. No fee, no reason needed. Email inquiries@bloomspointph.com or call us.
• After the cut-off. The arrangement is being made to order from perishable stems for a specific delivery, so we cannot normally cancel it and we may not be able to change it. Ask anyway — if we have not started, or the change is one we can still make, we will make it.
• After preparation has begun. Where the flowers have been cut, conditioned and arranged for your order, a cancellation for change of mind will not usually be refunded, because the cost has already been incurred and the arrangement cannot be sold to anyone else. Where we can reduce the loss — by re-routing the order to a different address or a different date — we will offer that.

Delivery is charged per order and is shown before you confirm. Where a refund is due because the order was faulty, undelivered or delivered materially late through our fault, the delivery fee is refunded with it.

When the recipient is not there

Our rider looks for somebody who can receive on the recipient’s behalf — a guard, a receptionist, a neighbour, a family member — and we tell you who signed for it. If there is genuinely nobody, the arrangement comes back to the studio, goes into cool water, and we agree a second attempt with you. A second attempt is arranged with you rather than charged automatically.

When the address or contact details are wrong

We deliver to the address you give us. Where a delivery fails because the address was incorrect or incomplete, or because the contact number on the order does not reach anyone, we will contact you to arrange a redelivery. A redelivery to a corrected address may be chargeable, and we will tell you the amount before we make it rather than adding it afterwards. If the flowers cannot survive a further attempt, we will tell you honestly and discuss what to do rather than deliver something we would not want the recipient to receive.

Where the delivery failed because of something we got wrong — we misread the address, the rider did not attempt it, we sent it to the wrong place — that is our cost, not yours, and section 4 applies.

Late delivery

Traffic, weather and road closures affect every delivery in Metro Manila and we cannot legislate for them. A rider running late inside a busy day is not, on its own, a refundable fault. An order that arrives on the wrong day, or so late that the occasion it was bought for has passed, is.

Occasionally we have to decline or cancel an order. Where we do, you are refunded in full — including delivery — and we tell you why. The usual reasons are that we cannot deliver to that address on that date, the arrangement cannot be built in the time available, the flowers required are genuinely unavailable and no acceptable substitution exists, or the card message asks us to write something unlawful, abusive or threatening.

Where only part of an order is unavailable, we contact you before we build anything and you choose: wait for the item, take a substitution within the limits in section 3, or have that part refunded and the rest delivered.

Where a price or a product description on the site is obviously wrong, we will tell you before we accept the order rather than after it has been delivered. We do not cancel an accepted order to take advantage of a price that has since gone up.

If you pay us twice for the same order, or pay more than the order total, tell us and we will return the excess by the route described in section 8. Send the reference number and the date of each payment if you have them.

Some payment problems are not ours to solve, and we would rather say so than take a complaint we cannot act on. A charge you do not recognise on a card or an account, a transfer that left your bank and did not arrive, a wallet transaction that failed mid-way — those sit with your bank, your card issuer or your e-wallet provider, and they have their own dispute processes with their own timescales. We will give you whatever we hold about the order to support your claim with them.

Tell us. Reply to the person who answered you, or write to inquiries@bloomspointph.com asking for the decision to be reviewed. A different person looks at it.

The Dispute Resolution Policy sets out the whole process — what we do at each stage, how long it takes, the point at which our internal process is treated as exhausted under section 24 of the Internet Transactions Act of 2023, and the government and alternative dispute resolution routes open to you afterwards. Using our process does not stop you going to the Department of Trade and Industry or exercising any other right you have.