Via Rose Refund, Cancellation and Return Policy

Last updated: October 11, 2025

At Via Rose, we aim to ensure your complete satisfaction with every order. Given the nature of our products, we have established the following policies to be clear and fair to all our customers.

1. Compensation and Refund Policy

• Damaged or incorrect products: If you receive a damaged product (such as wilted flowers upon arrival or a broken vase) or a product different from what you ordered, please contact us immediately within 3 hours of receipt, providing us with a clear photo of the product as evidence.
• Compensation procedure: After checking the condition, we will, at your option, either replace the product with a healthy one or refund the amount paid.
• Refund mechanism and duration:
  • Via wallet: The amount will be refunded immediately and directly to your Via Rose wallet so you can use it for future purchases.
  • Via original card: If you choose to refund to your original payment method (card), it may take up to two weeks (14 business days) for the refund to appear in your account, depending on your bank or payment provider's policies.

2. Cancellation Policy

• Cancel order: You may cancel your order and receive a full refund provided that the cancellation is made at least one (1) hour before the agreed delivery time.
• Orders placed for delivery: No order can be cancelled after it has been dispatched by the delivery person or within the last hour before the delivery time.

3. Rescheduling orders

• You may request to change the delivery date or address for your order, provided this is done at least 12 hours before the original delivery time.
• We cannot guarantee that we can reschedule orders placed on the same day of delivery, but we will do our best to assist you.

4. Return Policy

• Perishable products: Due to their delicate nature, perishable products such as fresh flowers, chocolates, and cakes Non-refundable and non-exchangeable After the delivery process is completed successfully and delivered in good condition.
• Non-perishable products: For other attached products (such as vases, gift cards, and toys), they may be returned within 3 days of receipt, provided they are in their original condition, unused, and in their original packaging. The customer is responsible for return shipping costs in this case.

5. Connection failure cases

• If the gift or flower cannot be delivered to the recipient for any reason beyond our control (such as failure to respond or providing incorrect information), an attempt will be made to contact the customer to arrange another delivery attempt at a later time.
• If the gift cannot be delivered on the second attempt, the order will be canceled and the full amount will be returned as credit to the customer's wallet on the platform.

For any questions regarding these policies, please feel free to contact our customer service team.