Last updated: August 12, 2026
At Florist Mia, we are committed to your satisfaction. Because flowers and floral arrangements are perishable goods, our refund and return policy is designed to be fair while reflecting the nature of our products and service.
1. Right of Withdrawal — Perishable Goods Exemption
Under EU Consumer Rights Directive 2011/83/EU and Italian Consumer Code (Codice del Consumo, D.Lgs. 206/2005), the standard 14-day right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly, which includes fresh flowers and perishable floral arrangements.
By placing an order with Florist Mia, you acknowledge and accept this exemption.
2. When You Are Entitled to a Full Refund
You are entitled to a full refund in the following circumstances:
- Non-delivery: Your order was paid for but not delivered, and we were unable to reschedule to your satisfaction.
- Significant quality defect: The arrangement arrived in clearly unsatisfactory condition (wilted, damaged, or significantly different from what was ordered) — documented with photographic evidence submitted within 24 hours of delivery.
- Wrong delivery: The order was delivered to the wrong address due to our error.
- Cancellation by us: We cancelled your order due to inability to fulfil it (e.g. no available florist in the area, unavoidable stock issues).
- Order suspended and unresolved: Your order was suspended as per our Terms and we were unable to reach you within a reasonable time, or we could not agree on an alternative — in this case a full refund will be issued automatically.
3. Partial Refunds
A partial refund may be offered at our discretion in cases such as:
- Minor substitutions that partially altered the arrangement from what was described.
- Delivery on a date different from the one requested, where we were unable to reach you in time and delivery was attempted in good faith.
- Incomplete orders (e.g. missing add-on item).
4. When Refunds Are Not Available
Refunds will not be issued in the following circumstances:
- The recipient was not present at the delivery address and did not respond to the florist’s contact attempts, resulting in non-delivery.
- An incorrect delivery address was provided by the sender.
- The arrangement was refused by the recipient without valid reason.
- Flowers arrived in satisfactory condition but the sender changed their mind after delivery.
- Substitutions were made that maintained equivalent value and quality, in line with our Terms and Conditions.
- Complaints raised more than 48 hours after delivery.
5. Order Cancellation by the Customer
You may cancel your order free of charge within 2 hours of placing it, provided the order has not yet been assigned to a local florist.
After 2 hours or once the order has been assigned, cancellation may not be possible. If accepted, a partial refund may be issued minus any preparation costs already incurred.
To cancel, contact us immediately at info.miaflorist@gmail.com or via WhatsApp.
6. How to Request a Refund
To request a refund, please contact us within 48 hours of the scheduled or actual delivery via:
- Email: info.miaflorist@gmail.com
- WhatsApp or any messaging channel used in your previous communication with us
- Our contact page
Please include:
- Your order number
- A description of the issue
- Photographs of the arrangement, if the issue relates to quality or condition
7. Processing Time
Approved refunds will be processed within 5–10 business days and returned to the original payment method. We will notify you by email once the refund has been initiated.
8. Returns
Due to the perishable nature of flowers, physical returns are not possible or required. Any quality assessment will be conducted based on photographic evidence provided by the customer.
9. Contact
For any questions about this policy, please reach us at info.miaflorist@gmail.com.
