The Bouqs Company primarily sells perishable goods (fresh flowers and plants), so traditional “returns” are uncommon. Instead, the policy is handled as a refund or compensation process when an order arrives with a problem. In general, sales are treated as final, but issues may qualify for compensation when the wrong item is delivered, the bouquet arrives in substandard condition, or the order is not delivered.
Timing matters. For delivery or quality concerns, a customer service request should be submitted within 3 calendar days of the delivery date. When reporting a quality issue (such as flowers arriving in poor condition), documentation may be required; a photo is typically requested to help the support team evaluate the condition and determine the appropriate resolution.
Resolutions can vary based on the situation and may include a replacement or store credit rather than cash reimbursement. Credits issued for replacement bouquets are generally not transferable and are not redeemable for cash. If a refund is approved, the posting time can depend on the payment method and bank processing timelines; when an order is canceled before it progresses too far, refunds may take several business days to appear on the original payment method.
Order changes and cancellations are also status-dependent. If an order has not begun preparation, cancellation may be available and can result in a full refund. Once an order moves into later stages (such as being prepped, shipped, or delivered), cancellation is typically not available. Same-day orders fulfilled by partner florists may have additional restrictions, and assistance may require contacting customer service rather than self-service cancellation.
Address accuracy is important for eligibility. Orders with incorrectly entered shipping addresses are generally not covered for responsibility by the company; in those cases, recovery may require contacting the recipient or the resident at the entered address. For the fastest outcome, customers should keep the order number, delivery date, and recipient details handy, submit the request promptly within the stated window, and include clear photos when quality is the concern.
