Return Policy - Scentaromaatelie

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Our Commitment to Quality

At Scentaromaatelie, we take great pride in the quality of our floral arrangements. Every bouquet is carefully crafted using fresh, high-quality flowers and is inspected before leaving our workshop. We understand that flowers are a special gift, whether for yourself or a loved one, and we are committed to ensuring your complete satisfaction with every order.

Because flowers are perishable products, we have established this Return Policy to help guide you through our satisfaction guarantee and the process for addressing any concerns with your order. Please read this policy carefully to understand your rights and options.

Satisfaction Guarantee

We stand behind the quality of our floral arrangements. If you are not completely satisfied with your purchase, please contact us within 24 hours of delivery, and we will work with you to make things right. Our goal is to ensure that every customer is delighted with their floral experience.

Our satisfaction guarantee covers:

Flowers that arrive wilted, damaged, or in poor condition
Arrangements that do not match the style or aesthetic of what was ordered
Missing items from your order
Delivery issues including late delivery or delivery to the wrong address (when correct information was provided)
Quality concerns that arise within 24 hours of delivery

We may request photos of the arrangement to help us understand and address your concern. This helps us improve our quality control and ensures we can provide the best resolution for your situation.

Perishable Nature of Flowers

Please understand that flowers are living, perishable products. The natural lifespan of cut flowers varies depending on the type of flower, environmental conditions, and care provided after delivery. While we guarantee the freshness and quality of our flowers at the time of delivery, we cannot be responsible for the natural wilting process that occurs over time.

To maximize the life of your floral arrangement, we recommend:

Keeping the arrangement in a cool location, away from direct sunlight and heat sources
Checking water levels daily and adding fresh water as needed
Removing any wilted or dead blooms to prevent bacteria growth
Avoiding placing flowers near ripening fruit, which releases ethylene gas that can shorten flower life
Trimming stems at an angle every few days to improve water absorption

Substitution Policy

Due to the seasonal nature of flowers and occasional supply variations, we may need to substitute certain flowers or foliage in your arrangement. When substitutions are necessary, we adhere to the following guidelines:

Substitutions will be of equal or greater value to the original flowers
We maintain the overall style, color palette, and aesthetic of the arrangement
We use our professional judgment to select substitutes that complement the original design
For highly specific requests or when certain flowers are essential, please contact us in advance to confirm availability

Substitutions made according to these guidelines do not qualify for returns or refunds, as the overall value and aesthetic quality of the arrangement is maintained.

Refund Policy

We offer refunds or replacements in the following circumstances:

Full Refund Eligibility

Order cancellations made more than 24 hours before the scheduled delivery date
Orders that could not be delivered due to our error or unavailability of products
Arrangements that arrive severely damaged or in unacceptable condition (with photo documentation)

Partial Refund or Store Credit

Order cancellations made less than 24 hours before the scheduled delivery date (up to 50% refund)
Minor quality issues that do not significantly affect the overall appearance of the arrangement
Substitutions that significantly differ from the original order (at our discretion)

No Refund Situations

Natural wilting of flowers after the 24-hour satisfaction period
Damage caused by improper care or handling after delivery
Orders that could not be delivered due to incorrect address or recipient unavailability (when multiple delivery attempts were made)
Change of mind after delivery has been completed
Custom orders that meet the agreed-upon specifications

How to Request a Return or Refund

If you need to request a return, replacement, or refund, please follow these steps:

Contact us within 24 hours of delivery by phone or email
Provide your order number and a description of the issue
If possible, include clear photos of the arrangement showing the concern
Allow up to 48 hours for our team to review your request and respond

We will review each request on a case-by-case basis and work with you to find a satisfactory resolution. Our options may include sending a replacement arrangement, providing a full or partial refund, or offering store credit for future purchases.

Replacement Arrangements

In cases where a replacement is warranted, we will arrange for a new delivery at no additional cost. Replacement arrangements will be of equal or greater value to the original order and will be delivered as soon as possible, typically within 1-2 business days depending on location and availability.

If a replacement is not possible or preferred, we will work with you on an alternative solution, which may include a refund or store credit.

Refund Processing

Once your refund request is approved, we will process the refund to your original payment method. Please note:

Refunds may take 5-10 business days to appear on your credit card statement
The timing depends on your financial institution's processing procedures
We will send you a confirmation email once the refund has been processed on our end

Event and Wedding Orders

For large event orders and wedding florals, different terms may apply. These orders typically require a deposit and have specific cancellation policies outlined in the event contract. Please refer to your event agreement or contact us for details on the return and cancellation policies for event orders.

Due to the custom nature and advance preparation required for event florals, cancellations or changes made within 14 days of the event date may not be eligible for a full refund. We encourage you to finalize all details well in advance and to communicate any changes as early as possible.

Delivery Issues

If your order was not delivered or was delivered to the wrong address, please contact us immediately. We will investigate the delivery and work to resolve the issue. Please note:

We are not responsible for deliveries to incorrect addresses if the address was provided incorrectly by the customer
If no one is available to receive the delivery, our drivers may leave the arrangement in a safe, sheltered location
We recommend providing a phone number for the recipient so our delivery team can coordinate if needed

Gift Orders

For orders sent as gifts, the original purchaser maintains all rights regarding returns and refunds. If you received flowers as a gift and there is an issue with the arrangement, please ask the sender to contact us, or reach out to us directly with the sender's permission.

Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically. Your continued use of our services after changes are posted constitutes your acceptance of the modified policy.

Contact Us

If you have any questions about our Return Policy or need assistance with a return or refund, please contact us:

Scentaromaatelie
13000 SD-244, Keystone, SD 57751, USA
Phone: +1 605-574-2523
Email: request@scentaromaatelie.world

Our customer service team is available to assist you during our regular business hours. We strive to respond to all inquiries within 24 hours.