DELIVERY, CANCELLATION, RESCHEDULING AND REFUND POLICY

1. OBJECT AND ACCEPTANCE

This Policy regulates same-day or scheduled deliveries, delivery attempts, rescheduling, cancellations, returns, substitutions, and refunds for products purchased on the digital platform of FLORERÍAS DE MÉXICO, S.A.S. DE C.V., hereinafter "FLORERÍAS DE MÉXICO".

This Policy is part of the Terms and Conditions of Use and Purchase. Before finalizing a purchase, the User must read and expressly accept the Terms and Conditions, the Privacy Notice, and this Policy. If not accepted, the Order cannot be completed.

2. PERISHABLE AND PERSONALIZED NATURE OF PRODUCTS

Most products sold by FLORERÍAS DE MÉXICO are perishable, artisanal, or personalized. Flowers, foliage, plants, food, chocolates, cakes, and similar products begin to lose shelf life upon preparation. Products with names, messages, photos, designs, colors, or features chosen by the User may not be resalable.

Therefore, the timing of a cancellation request is relevant. An Order that has not yet begun preparation does not incur the same costs as an Order already prepared, personalized, packed, assigned to a courier, or out for delivery.

3. SAME-DAY DELIVERIES

Same-day deliveries are made within an open delivery window. This means the Order may be delivered during the operational period available for the selected city and date, but not at a specific hour or minute.

Same-day delivery is subject to order cutoff times, payment confirmation, material availability, workshop capacity, courier availability, and traffic/weather conditions.

4. SCHEDULED DELIVERIES

For scheduled deliveries, Users can select available slots (morning, afternoon, night). A slot selection does not represent an exact time appointment. FLORERÍAS DE MÉXICO will endeavor to deliver within the confirmed interval.

5. PEAK DEMAND DATES

Peak dates include Valentine's Day (Feb 14), Mother's Day, Father's Day, Graduation seasons, Yellow Flower dates, Christmas, and New Year. During these periods, delivery windows may be extended and certain express services or photo validations may be suspended.

6. AVAILABILITY AND SUBSTITUTIONS

All Products are subject to availability. If a workshop lacks a specific flower or component, we may suggest a substitution of equal or greater value and quality. Minor substitutions of secondary elements may be made without prior authorization if they preserve the visual intent and value.

7. ORDER STATUSES

Order statuses include: New/Pending Payment, Payment to Validate, Confirmed, Received by Workshop, In Preparation, Ready for Pickup, Assigned/Out for Delivery, Delivered, Failed Attempt, and Rescheduled.

8. CANCELLATION BEFORE PREPARATION

Users may request cancellation as long as the Order has not begun preparation, personalization, or assignment for delivery. If payment was confirmed and no non-refundable costs exist, a refund will be processed.

9. ORDER IN PREPARATION

Once "In Preparation", cancellation for change of mind may not be possible. Customer support will review used materials and generated costs to offer potential partial refunds or rescheduling if viable.

10. ORDER "READY FOR PICKUP"

At this stage, the product is completed and main costs incurred. The purchase is no longer cancellable for change of mind, and standard refunds for withdrawal do not apply.

11. ASSIGNED OR OUT FOR DELIVERY

Orders assigned to a courier or out for delivery cannot be cancelled for change of mind. Users may request address changes or returns to workshop subject to additional costs.

12. DELIVERY ATTEMPT

The standard price includes one delivery attempt. Couriers can wait up to 15 minutes. Delivery can be made to the recipient, family member, reception, security, or authorized personnel.

13. ABSENT OR UNREACHABLE RECIPIENT

If delivery fails due to recipient absence or insufficient instructions, the attempt is marked as failed. Users may request a second attempt subject to additional charges and product freshness.

14. RECIPIENT REJECTION

If the recipient voluntarily rejects a Product that matches the contract, no full refund applies. Partial refunds of up to 50% may be authorized after reviewing generated costs.

15. ADDRESS CHANGES

Changes requested after confirmation may incur zone differences, new shipping costs, or rescheduling. If the error was ours, corrections are free of charge.

16. BANK TRANSFERS

Transfer purchases require uploading proof of payment. Orders remain pending until validated. CUT-OFF times must be respected to avoid rescheduling.

17. ELIGIBILITY FOR REFUNDS

Full or partial refunds may apply if we cannot fulfill the order, lack materials, charge incorrectly, deliver the wrong product, or items arrive damaged.

18. NON-ELIGIBILITY FOR REFUNDS

Refunds for change of mind generally do not apply once preparation is advanced, personalized, out for delivery, or if delivery failed due to User/Recipient factors.

19. QUALITY CLAIMS

Issues should be reported within 24 hours of delivery with order number, explanation, and photos. This is a recommendation to preserve evidence and does not limit legal rights.

20. AVAILABLE SOLUTIONS

Depending on the case, we offer: correction, missing item delivery, replacement, equivalent substitution, rescheduling, product change, credit/coupons, or partial/full refunds.

21. REVIEW TIMEFRAMES

Acknowledgement within 2 business days. Resolution typically within 2 to 15 business days after validating payment and operational evidence.

22. TOTAL REFUND PROCESSING TIME

Total time for funds to appear can range from 2 to 42 calendar days, depending on bank investigations, disputes, or international processing.

23. TIMEFRAME CALCULATIONS

Internal timeframes are in business days. Bank/Platform timeframes follow their own cycles and may include calendar days.

24. REFUND METHODS

Refunds are processed using the original payment method. If impossible, an alternative will be agreed upon. We never ask for passwords or bank PINs.

25. PAYPAL AND THIRD-PARTY PROCESSORS

Processing fees may only be deducted if the cancellation is requested by the User without any fault from the company and the fee is non-refundable by the processor.

26. PARTIAL REFUNDS AND DEDUCTIONS

Deductions consider flowers/materials used, personalization, labor, packaging, and shipping attempts. Up to 50% refund in cases of voluntary rejection.

27. RESCHEDULING

Subject to availability and freshness. If the product was already prepared and cannot be preserved, re-preparation costs will be informed.

28. COMPANY-FAULT CASES

No charges apply for second attempts, address corrections due to our error, or replacement of wrong products. Mandatory bonuses will be honored.

29. FORCE MAJEURE

Severe weather, authority closures, or accidents may delay delivery. We will inform and propose rescheduling or termination as appropriate.

30. CONTACT

Email: help@floreriasdemexico.com.mx

Website: https://www.floreriasdemexico.com.mx

WhatsApp: +52 427 224 3024

31. FINAL ACCEPTANCE

By confirming your purchase, you acknowledge conditions regarding delivery windows, attempts, availability, and refund times, while retaining all legal rights.

Last Updated: July 30, 2026.