Refund & Cancellation Policy

Order Cancellation

If you wish to cancel an order, please contact PetalWala as soon as possible. An order may be cancelled if preparation or processing has not started. Once flowers, cakes or other perishable products have been prepared, customised, dispatched or sent out for delivery, cancellation may not be possible.

Flowers, Cakes & Other Perishable Products

Due to their fresh and perishable nature, flowers, cakes and similar products cannot normally be returned or exchanged after successful delivery.

Damaged, Defective or Incorrect Product

If you receive a damaged, defective, incorrect or significantly different product, please contact PetalWala within 24 hours of delivery.

Please provide:

• Order details
• Clear photographs of the delivered product
• A brief description of the issue

After verification, depending on the circumstances, PetalWala may offer a suitable replacement, redelivery, partial refund or full refund.

Non-Delivery

If an order cannot be delivered due to an issue attributable to PetalWala or our delivery partner, we will review the matter and may arrange redelivery or an appropriate refund.

When Refund or Free Redelivery May Not Apply

• An incorrect or incomplete delivery address was provided.
• The recipient was unavailable at the delivery location.
• The recipient refused to accept the order.
• The recipient phone number was incorrect or unreachable and this prevented delivery.
• The product was damaged or improperly handled after successful delivery.
• A complaint about a perishable product is made more than 24 hours after delivery.

Product Appearance & Substitution

Flowers and other natural products may vary slightly in colour, shape or appearance from website photographs. If a particular flower, decoration or component is unavailable, PetalWala may use a suitable substitute of similar quality and value while maintaining the overall style and value of the order.

Refund Processing

Where a refund is approved, PetalWala will initiate it through the applicable or original payment method wherever possible. The time required for the amount to appear may vary depending on the bank or payment service provider.

Need Help?

Email: admin@petalwala.com