Flowers by RuizReturns & Floral Guarantee
Because flowers are perishable and custom work is made to order, we resolve quality concerns through a clear floral guarantee rather than ordinary product returns.
Effective and last updated July 16, 2026Freshness guarantee
We guarantee that flowers are prepared fresh and delivered in a condition consistent with the selected design and normal natural variation. With proper care, most arrangements should remain presentable for approximately seven to ten days, although lifespan differs by flower type and environment.
How to report a problem
Contact us within 24 hours of delivery. Include the order number, a description, photographs of the full arrangement and close-ups of affected stems, and confirmation that care instructions were followed. Keep the arrangement until our review is complete.
Available remedies
After review, we may provide care guidance, replace affected stems, remake or redeliver the arrangement, issue store credit, or refund part or all of the affected item. The appropriate remedy depends on the issue, timing, availability and delivery location. Refunds return to the original payment method and bank processing times apply.
Natural variation and exclusions
Normal differences in shade, opening stage, stem curve or exact flower placement are not defects. The guarantee does not cover neglect, heat or sun exposure after delivery, failure to add water, damage after a successful handoff, recipient unavailability, incorrect order information, or dissatisfaction with an accurately produced custom message.
Cancellations and changes
Request cancellation or changes as soon as possible. A full refund is available only before flowers, gifts or installation materials are allocated and production begins. Same-day orders, personalized goods and room-decor services may become non-cancellable shortly after confirmation. Approved changes can affect price and timing.
Non-returnable items
Fresh flowers, opened food gifts, custom ribbon, lettering, handwritten cards and installed decor cannot be returned for preference or change of mind. Unopened non-perishable add-ons may be eligible for return only when our team authorizes it in writing.
Room decor and events
Deposits, planning work, specially purchased materials and labor already performed may be non-refundable as stated in the event proposal. Damage or missing rented items can be charged separately. Venue access delays caused by the client or venue do not automatically create a refund right.
Chargebacks and contact
Please contact us first so we can investigate and resolve a concern. Filing a chargeback does not expand the remedies available under law or this guarantee and may delay our ability to provide a replacement. Use the Contact page for every claim.