Refund policy

RETURN AND EXCHANGE POLICY

Any purchase on Florajet.ca constitutes irrevocable acceptance of these terms and conditions.

1. Final Sale Policy (Perishable Products)

Given the highly perishable nature of our floral creations, standard physical returns are not accepted and all our products are sold as final sale. No exchange or refund is granted if the delivered product matches the order and is in good condition.

2. Quality Commitment and Substitution (Without Prior Notice)

Flowers are natural products whose availability depends on seasonal arrivals. If a variety shown on our website is unavailable or does not meet our strict freshness standards on the day of delivery, our florists will replace it with a variety of equal or greater value, while rigorously respecting the aesthetic and colour palette of your bouquet. In order to avoid delaying your shipment and to guarantee on-time delivery, please note that this substitution may occur without prior notice.

3. Replacement for Damage (Doorstep or Postal Exchange)

A free replacement is granted exclusively in the event of damage occurring during transport and validated by our customer service team.

Exchange procedure: For your convenience, the replacement is handled as a standard remote exchange. The delivery driver brings you the new bouquet and simultaneously retrieves the damaged one (equivalent to a return by post).

Mandatory condition: The damaged bouquet must be kept in its original packaging (unopened) to be accepted for retrieval. Any product that has been unpackaged or not returned to the delivery driver will immediately void the replacement.

4. Evidence and Arbitration (1-Day Deadline)

In order to process any damage claim, a clear photo of the product in its original packaging must be submitted to us within 1 day (24 hours) for flowers and chocolates, or 14 days for non-perishable accessories.

Please send this information by email to info@florajet.ca or contact us at 1-855-FLORAJET.

Final verdict: We systematically compare your photo with the proof-of-delivery photo taken by the driver at the time of drop-off. If the driver's proof photo confirms that the product was intact upon delivery, the claim will be denied.

5. Transport Fees for Exchange (Return Fees: $0)

In the event of a delivery damage confirmed by our teams, all costs related to the exchange (new delivery and retrieval of the original product) are entirely covered by Florajet.ca. Return and restocking fees: $0.

6. Refund Exception

A monetary refund may be granted solely in the event that we are technically unable to proceed with a replacement by an equivalent product.

Article 7 — Contract Formation, Automated Confirmations, and Limitation of Liability

To the fullest extent permitted by applicable law (including the Civil Code of Québec and the Consumer Protection Act, CQLR, c. P-40.1), the following provisions apply:

7.1 Automated Confirmations and Contract Formation: The sending of an automated confirmation email upon completion of a transaction confirms only the receipt of your request (the offer) and the initial processing of your payment. In accordance with the principles of contract formation set out in Article 1388 of the Civil Code of Québec, this automated email does not in any way constitute a legal and definitive acceptance of the sales contract by the merchant, nor an absolute guarantee of delivery. Florajet.ca reserves the right to cancel or refuse any order after the sending of this automated confirmation (including in cases of technical failure, system maintenance, pricing error, or geographic constraints).

7.2 Resolution of Delivery Failures and Restitution: In the event that an order cannot be fulfilled, Florajet.ca's primary obligation is to notify the Buyer and proceed with the cancellation of the transaction, accompanied by the issuance of a full refund, in compliance with the obligation of restitution set out in Article 1699 of the Civil Code of Québec (restitution of prestations) and Article 54.13 of the Consumer Protection Act. Although this refund order is issued immediately by our systems, banking processing times (5 to 10 business days) are beyond our control.

7.3 Limitation of Foreseeable Damages and Liability: Given the nature of our service, Florajet.ca cannot guarantee the emotional outcomes associated with a delivery. Except in cases of gross or intentional fault on our part (subject to Article 1474 of the Civil Code of Québec), our liability is strictly limited to the reimbursement of amounts paid. Furthermore, in accordance with Article 1613 of the Civil Code of Québec, which stipulates that a party is only liable for damages that were foreseeable at the time of the contract, Florajet.ca formally disclaims all liability for indirect damages, moral, emotional or psychological harm, health impacts, personal inconvenience, or disappointment on the part of the recipient. The Buyer assumes full responsibility if they announce a delivery to a third party solely on the basis of an automated acknowledgement of receipt.

GOVERNING LAW AND JURISDICTION

These terms and conditions are governed by and interpreted in accordance with the laws of the province of Québec and the applicable federal laws of Canada. Any dispute relating to the interpretation or performance of these conditions shall fall under the exclusive jurisdiction of the courts of the judicial district of Québec.

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Refund policy