Return, Exchange, Refund & Cancellation Policy

Pick and Click Flower Express
Operated by Pick and Click Flower Shop
Last Updated: November 14, 2026

At Pick and Click Flower Express, we are committed to delivering fresh, high-quality flowers and excellent customer service. Due to the perishable nature of our products, the following policies apply to retail, wholesale, and customized orders.

1. Returns and Exchanges

Returns or exchanges are generally not accepted for products delivered in satisfactory condition and according to the confirmed order due solely to a change of mind or personal preference.

Minor natural variations in flower color, size, shape, and blooming stage are expected.

Customers may request an appropriate remedy for defective, damaged, incorrect, or materially nonconforming products.

2. Reporting Product Concerns

Due to the delicate and perishable nature of fresh flowers, customers are requested to inspect their orders immediately upon receipt.

  • Retail orders: Report visible quality concerns within four (4) hours of delivery.

  • Wholesale orders: Report visible quality concerns, shortages, or incorrect items within one (1) hour of pickup or confirmed delivery.

Customers should provide their order number, concern details, and available photographs or videos.

Claims reported beyond these periods will be assessed individually based on available evidence and applicable consumer rights.

3. Wholesale Flower Handling

Wholesale buyers are responsible for proper transportation, hydration, storage, and handling after the flowers are handed over to them or their authorized representative.

Pick and Click Flower Express is not responsible for deterioration or damage proven to result solely from improper handling, transportation, or storage after handover.

4. Refund Eligibility and Investigation

All refund, replacement, and exchange requests are subject to prompt and fair investigation.

Our team will review order details, product condition, photographs or videos, delivery records, and other relevant circumstances.

Refunds, replacements, or other appropriate remedies will be provided following verification of valid claims, in accordance with applicable consumer rights.

Claims resulting solely from customer mishandling or improper storage may be declined.

5. Order Cancellation Policy

Due to the perishable nature of fresh flowers and the costs associated with sourcing, reservation, and preparation, voluntary cancellations are subject to the following conditions:

  • More than 3 days before delivery: 30% cancellation fee (70% refund).

  • 2–3 days before delivery: 40% cancellation fee (60% refund).

  • 1 day before delivery: No voluntary refund once flowers have been sourced, allocated, or prepared.

  • Same-day and next-day orders: Cancellation may be declined once sourcing or preparation has begun.

Customers may request delivery rescheduling instead of cancellation, subject to availability and confirmation.

Cancellation fees must be reasonable in relation to costs and losses incurred. These conditions do not affect legally required refunds or remedies under Philippine consumer protection laws.

6. Delivery Rescheduling

Customers may request delivery on another date or time instead of cancelling their orders.

Rescheduling is subject to flower freshness, availability, and delivery capacity.

Additional charges may apply for replacement flowers, preparation, storage, or redelivery, where disclosed and agreed upon.

All rescheduling requests require confirmation from our team.

7. Flower Availability and Substitutions

Flower varieties, colors, and materials may vary depending on seasonal availability.

Customers will be informed and asked to approve material substitutions before fulfillment.

Approved substitutions will maintain comparable quality, value, and the agreed overall design.

8. Customized and Special Orders

Customized bouquets, funeral arrangements, wedding flowers, event installations, and specially sourced products may have additional cancellation or modification restrictions due to advance preparation and procurement.

Applicable conditions will follow the agreed purchase terms and Philippine law.

9. Failed Delivery and Unavailable Recipients

Our delivery personnel will generally wait up to 15 minutes upon arrival.

If the recipient or sender cannot be contacted despite reasonable delivery attempts, the flowers may be returned to our shop.

Redelivery may be arranged subject to availability and additional disclosed fees.

Voluntary refunds may be declined where failed delivery results from incorrect customer information or recipient unavailability, subject to applicable law.

10. Delivery Delays

Delivery schedules may be affected by severe weather, road closures, traffic restrictions, or circumstances beyond reasonable control.

We will make reasonable efforts to notify customers and coordinate appropriate arrangements.

Customer remedies remain available where required by law.

11. Non-Perishable Products and Add-Ons

Artificial flowers, preserved arrangements, accessories, and gift items may be returned or exchanged where required by law for defects, incorrect fulfillment, or material nonconformity.

Change-of-mind returns are not automatically accepted unless expressly offered.

12. Refund Processing

All refund requests are subject to investigation and verification.

Once approved, refunds will be initiated within one (1) to three (3) business days.

The actual posting of funds may vary depending on the bank, card issuer, or payment provider.

Refunds will generally be processed through the original payment method where feasible.

Customers will be informed of the approved amount and processing details. Legally required refunds will not be unreasonably delayed.

13. Third-Party Marketplace Orders

Orders placed through GrabMart, Pick.A.Roo, Foodpanda, and other third-party marketplaces may also follow their respective complaint and refund procedures, without limiting applicable consumer rights.

14. Customer Service

For concerns, please contact:

Pick and Click Flower Express
Manila, Philippines

Website: https://pickandclickflowershop.com
Mobile: 0951 165 5462
Telephone: (02) 8631 4749

Our team will review complaints fairly and communicate an appropriate resolution.

15. Policy Compliance

This policy should be read together with our Terms & Conditions disclosed before checkout.

Nothing in this policy removes consumer rights that cannot legally be waived. Where mandatory Philippine law conflicts with a provision, applicable law shall prevail.