Credit and Refund Policy

At Highland Flowers, we are committed to ensuring the satisfaction of our clients. We understand that there may be occasions when the flowers or roses delivered do not meet your expectations due to quality issues. Our Credit Policy is designed to address such concerns promptly and fairly.

Article 1) Eligibility for Credit Requests:

  • Credit requests must be submitted within three (3) days of receiving your shipment. Requests made after this period will not be considered.
  • To initiate a credit request, you must provide a detailed explanation of the issue, including the specific varieties and the quantity of stems in poor condition.
  • Supporting evidence in the form of photographs is required. These photographs should clearly show the damaged merchandise along with the packaging labels.

Article 2) Submission Process:

  • Credit requests can be submitted via email to or via text message to our dedicated support line.
  • In your request, please include the date of delivery and a description of the problem. Ensure that all necessary photographs are attached.

Article 3) Evaluation and Resolution:

  • Once a credit request is received, our quality assurance team will review the provided information and photographs.
  • We aim to respond to all credit requests within five (5) business days.
  • If the credit request is approved, the credit amount will be processed and applied to your account. This credit can be used for future orders, current invoices prior payment, or refunded to your original method of payment upon request.

Article 4) Non-Eligible Items:

  • Credit requests will not be accepted for items that have been altered or used in any way beyond their original condition upon delivery.
  • Requests based on subjective preferences (e.g., color variation, minor blemishes) that do not impact the overall quality and usability of the flowers will not be considered.

Article 5) Refund Processing:

  • If your refund request is approved, we will process the refund and credit the amount to your original method of payment. Please note that it may take additional time for the refund to appear on your statement, depending on your financial institution.

Article 6) Changes and Substitutions:

  • Highland Flowers retains the prerogative to enact alterations and substitutions. Occasionally, factors such as weather, seasonal variations, and market conditions may render certain flowers unavailable. In such instances impacting your chosen variety, the farm will uphold the style, theme, and color scheme of your arrangement, substituting solely with flowers of commensurate or superior value.

Article 7) Delivery Responsibility:

  • Your responsibility extends to accepting the delivery. The shipping carrier might opt to leave the package at the door at their discretion. Highland Flowers bears no responsibility for stolen packages or products damaged due to exposure to adverse weather conditions while left outside. Moreover, Highland Flowers cannot be held liable for shipping delays arising from weather conditions or mechanical issues beyond our control. Should you be unavailable to receive the delivery and the carrier opts to hold the package, you relinquish any entitlement to a refund or credit, without exceptions. In the event of a missed delivery, arranging for redelivery or pickup becomes your responsibility

Article 8) Correct Information Responsibility:

  • It is your responsibility to furnish accurate information for your delivery, encompassing, but not limited to, the event date. Should you furnish us with inaccurate information, we will be unable to dispatch replacements or facilitate a refund (if necessary), and any claims will be rejected.

Article 9) 5% Loss Rule:

  • Imperfections in Flowers: I acknowledge that not every blossom will be flawless and that a loss of 5-10% or less is within normal parameters. HIGHLAND FLOWER guarantees the overall quality and freshness of the flower shipment. All flowers require hydration post-shipping, and we kindly request that all customers promptly and meticulously prepare the flowers, allowing them to hydrate for 2 hours before unwrapping.

Article 10) Natural Variations:

  • As natural products, flowers inherently possess unique characteristics, such as spots and color divergences. Consequently, our guarantee does not extend to encompass natural variations and imperfections. Highland Flowers cannot assure that every stem will be uniform and devoid of flaws. It is expected that a few stems may not meet your selection criteria for inclusion in arrangements, constituting a natural aspect of the preparation and design process. During the preparation, including the trimming of leaves, stems, and excess foliage, it is normal for some stems to incur breakage or be discarded, aligning with standard floristry practices

Article 11) Additional Information:

  • For any questions or further assistance, please contact our customer service team at
  • We value your business and strive to resolve all issues to your satisfaction. Our goal is to ensure that you have a positive experience with Highland Flowers, and we appreciate your understanding and cooperation in adhering to this Credit Policy.


Cancellation and Changes to Orders Policy

At Highland Flowers, we understand that our clients’ needs may change, and there may be occasions when you need to cancel or modify your order. Our Cancellation and Changes to Orders Policy is designed to provide clarity and facilitate a smooth process for such requests.

Requesting Cancellations or Changes:

  1. Advance Notice Requirement:
    • To cancel or modify an order, including standing orders, you must submit your request at least seven (7) days prior to the scheduled arrival date of the shipment. This advance notice allows us to make the necessary adjustments without impacting our supply chain and other clients.
  2. Submission of Requests:
    • Requests for cancellations or changes must be submitted via email to or
    • Your request should include the order number, original delivery date, and a detailed description of the changes or the reason for cancellation.

Details to Include in Requests:

  1. Cancellation Requests:
    • Clearly state that you wish to cancel your order.
    • Provide the delivery date and the name of your flower shop.
    • Specify the reason for cancellation (optional but helpful for our records).
  2. Modification Requests:
    • Clearly state the changes you wish to make to your order.
    • Provide the delivery date and the name of your flower shop.
    • Specify the details of the changes, including quantities, varieties, and any other relevant information.
    • Indicate the period you wish the changes to be effective if applicable.

Processing Requests:

  1. Acknowledgment:
    • Upon receiving your request, we will acknowledge receipt within one (1) business day.
    • Our team will review the request and confirm the feasibility of the changes or cancellation.
  2. Confirmation:
    • Once the request is processed, we will send a confirmation email detailing the changes or confirming the cancellation.
    • If any issues arise during processing, our customer service team will contact you promptly to discuss alternatives.

Late Requests:

  1. Changes After the Deadline:
    • If a modification request is submitted after the seven-day advance notice period, the requested changes will take effect for the following week’s shipment.
    • Late requests may not be accommodated for the current shipment due to logistical constraints.
  2. Cancellations After the Deadline:
    • Cancellation requests made after the seven-day advance notice period may not be processed for the upcoming shipment. In such cases, you may still be responsible for the cost of the shipment.

Additional Information:

  1. Customer Support:
    • For any questions or further assistance, please contact our customer service team at or
  2. Commitment to Service:
    • We value your business and aim to accommodate your needs to the best of our ability. Our goal is to ensure that you have a positive experience with Highland Flowers, and we appreciate your understanding and cooperation in adhering to this policy.

Thank you for choosing Highland Flowers. We are dedicated to providing you with the highest quality products and services.