At EFAN’S Floral World, we take great care to ensure every bouquet, cake, and gift is freshly prepared, carefully packed, and delivered as ordered. Since many of our products are handcrafted, customised, and perishable, certain orders are subject to specific cancellation, refund, and replacement terms.

1. Delivery Attempts

First Delivery Attempt

Our delivery team will:

  • Contact the recipient and sender, where required
  • Wait for a reasonable period of approximately 5–10 minutes
  • Make a safe attempt to hand over the order

Second Delivery Attempt

We offer one free reattempt on the same day for deliveries within nearby zones, including Benaulim, Colva, Varca, and Betalbatim, subject to delivery availability.

For mid-range or long-distance locations, a reattempt fee of ₹50–₹200 may apply depending on the distance and location.

This fee covers additional travel and handling required to safely transport fresh and perishable products.

2. If Delivery Cannot Be Completed

If the recipient remains unavailable after the reattempt, we may offer one of the following options:

Option A: Leave the Order at a Safe Location

With the sender’s approval, the order may be left with:

  • A neighbour
  • Security personnel
  • Hotel, villa, or apartment reception
  • Another authorised person at the location

This will only be done where the location is considered safe and the product can be stored without compromising its quality.

Option B: Return the Order to Our Studio

If no suitable or safe alternative is available, the order may be returned to our studio.

As our products are fresh and perishable, the order will be considered fulfilled once a reasonable delivery attempt and reattempt have been made.

3. Cancellation & Refunds

Cancellations Before Dispatch

Cancellation requests may be accepted only if the order has not yet been prepared or dispatched.

For customised, made-to-order, or perishable products, cancellation will not be possible once preparation has begun.

No Cancellation After Dispatch

Once an order has left our studio for delivery, it cannot be cancelled.

Failed Deliveries

No refund will be issued where delivery cannot be completed due to:

  • Recipient unavailability
  • Incorrect or incomplete address provided by the customer
  • Recipient refusing to accept the order
  • Inability to access the delivery location
  • Other circumstances attributable to the recipient or sender

This is because fresh and customised products cannot be reused or resold.

4. Damaged Products

We take every precaution to ensure products reach you in excellent condition. If your order arrives damaged, please contact us immediately.

We may provide a free replacement if:

  • A bouquet arrives significantly damaged
  • A cake arrives smudged, tilted, or otherwise compromised
  • Packaging has been damaged during transit
  • Flowers arrive in an unacceptable wilted condition

Reporting a Damaged Product

To help us verify and resolve the issue quickly, customers must report the issue within:

  • 30 minutes of delivery for bouquets and gifts
  • 15 minutes of delivery for cakes

Please provide clear photos or videos of the product along with your order details.

Where possible, an eligible replacement will be arranged on the same day, subject to product availability, delivery distance, and operational feasibility.

5. Wrong Product Delivered

If the wrong bouquet, cake, gift, or size is delivered due to an error on our part, we will arrange a replacement with the correct product. The incorrect product may be collected where applicable.

6. Non-Returnable Products

Due to their fresh, perishable, and customised nature, the following products cannot be returned after delivery:

  • Bouquets and fresh flowers
  • Cakes
  • Floral décor
  • Gift hampers containing perishable products
  • Other customised or made-to-order products

7. Situations Not Eligible for Refund or Replacement

Refunds or replacements will generally not be provided for:

  • Change of mind after delivery
  • Recipient unavailability
  • Incorrect or incomplete delivery address provided by the customer
  • Recipient refusing to accept the order
  • Delayed collection of a self-pick order
  • Damage caused after delivery or by customer handling
  • Failure to report a product issue within the applicable reporting window

8. How to Report an Issue

If there is an issue with your order, please contact us through WhatsApp, phone, or SMS as soon as possible.

Please provide:

  • Order ID
  • Photos or video of the product
  • Delivery time
  • A brief description of the issue

Our team will review the issue and assist you with the appropriate resolution.

Important Note

Because our products are fresh, handcrafted, customised and often prepared specifically for each order, refunds and replacements are handled on a case-by-case basis in accordance with this policy.

EFAN’S Floral World reserves the right to determine the appropriate resolution based on the nature of the issue, product condition and circumstances of the order.