Returns & Refunds
Returns, Refunds & Cancellation Policy
Last Updated: August 2026
At Sunflower Floral Products, we take great care to ensure that every order is processed, packed and dispatched correctly. Our products are checked before dispatch to minimise the possibility of damage, incorrect items or other order-related issues.
This policy explains when a product may be returned, replaced or refunded and the process you need to follow.
· When Can a Product Be Returned or Replaced?
A return or replacement may be considered in the following circumstances:
You received a product that was damaged during transit.
You received a different product from the one you ordered.
The product received is materially different from the description or specifications provided on our website.
You received a product with a manufacturing defect.
We have specifically agreed to accept a return under the terms of your order.
· Reporting a Damaged or Incorrect Product
If you receive a damaged, defective or incorrect product:
Please contact us at @sunflowerfloralfoam.com.
For damaged, defective, incorrect or materially misrepresented products, please contact us within 24 hours of delivery so that we can promptly investigate and resolve the issue. Reports made shortly after this window may still be considered at our discretion, particularly where the defect was not immediately visible upon inspection. Please provide your order number, invoice details, photographs/videos of the product and packaging, and a brief description of the issue.
Our team will review the claim and may request additional information or photographs.
Please do not return the product until our team provides return instructions or approval.
Where the issue is confirmed to be our responsibility, we may, as applicable, arrange a replacement, provide a refund, or offer another appropriate resolution. Where a replacement is approved, we will endeavour to dispatch the replacement product within 7 business days of approval, subject to product availability.
· Products That Cannot Normally Be Returned
The following products are generally not eligible for change-of-mind returns:
Products that have been used, opened, altered or modified.
Products damaged due to improper handling, storage or use after delivery.
Custom-made, personalised or custom-printed products.
Products specifically manufactured or prepared against a customer's customised requirements.
Products returned without prior approval or return instructions.
Products that cannot reasonably be resold due to their condition after delivery.
This does not affect any rights available to a consumer under applicable law where a product is defective, damaged, incorrect or otherwise not as represented.
4. Custom and Personalised Products
Custom-made, personalised, printed or specially manufactured products are generally non-returnable and non-refundable once production or processing has commenced, except where the product is defective, damaged, incorrect, or otherwise covered by applicable consumer rights.
Customers are responsible for checking and approving artwork, specifications, quantities, colours and other customisation details before production where such approval is requested.
5. Return Authorisation For any approved return:
Our team will provide the applicable return instructions.
Please do not send products back without prior approval.
Products should be securely packed to prevent further damage during transportation.
The customer is responsible for the safe delivery of an authorised return unless otherwise agreed by us.
We recommend using a trackable courier service and retaining the shipment receipt and tracking details until the return has been received and processed.
A return being received by us does not automatically mean that a refund or replacement has been approved. The product may be inspected before the final resolution is determined.
6. Refunds
Where a refund is approved, the refund will generally be processed through the original payment method, subject to the applicable payment gateway and banking processes.
Approved refunds will normally be initiated within 7 business days of approval. The time taken for the amount to reflect in the customer's account may depend on the bank, card issuer or payment service provider.
Where applicable under the terms of the order, refund amounts may be adjusted for:
Original shipping charges;
Return shipping charges;
Applicable restocking charges; or
Other charges expressly applicable under this policy or the relevant order terms.
Where the issue is determined to be attributable to Sunflower Floral Products, we will not apply a restocking fee for the affected product.
7. Order Cancellation:
Orders may be cancelled only before dispatch.
Cancellation requests should be sent to [email protected] and are subject to the status of the order.
Cancellation requests for customised, personalised or custom-printed products will not be accepted once production or processing has commenced.
Once an order has been dispatched, cancellation may no longer be possible, and the order may be subject to the applicable return terms of this policy. Any refund arising from an approved cancellation will be processed in accordance with the Refunds section of this policy.
Orders that are specially prepared, processed or packed on an urgent or same-day basis may not be eligible for cancellation once preparation or processing has commenced. This does not affect any rights available to a consumer under applicable law where the product is defective, damaged, incorrect or otherwise not as represented.
8. Transit Insurance
For higher-value orders, customers may be offered the option to purchase transit insurance to provide additional protection against eligible loss or damage occurring during transportation.
Transit insurance, where offered, is optional unless specifically stated otherwise at the time of purchase. We recommend considering transit insurance particularly for high-value shipments, bulk orders or shipments where additional protection is desired.
Where transit insurance is purchased, any claim will be subject to the terms, conditions, exclusions, documentation requirements and claim procedures of the applicable insurance policy.
Customers opting for transit insurance should retain the invoice, shipment details, photographs of the packaging and damaged goods, delivery documents and any other documentation required by the insurer.
Transit insurance is intended to provide additional protection during transportation and does not affect a customer's rights in relation to products that are defective, incorrect, materially different from their description or otherwise covered by applicable consumer protection laws.
Where transit insurance is not purchased, any claim relating to loss or damage during transportation will be handled in accordance with the applicable order terms, carrier terms and applicable law.
9. Bulk and Business Orders
For bulk, wholesale, institutional or business-to-business orders, specific commercial terms agreed at the time of quotation or order may apply.
Where specific written commercial terms have been agreed for an order, those terms will apply to that order, subject to applicable law.
10. Customer Support
For any return, replacement, refund or cancellation request, please contact:
Email: [email protected]
Please include your order number/invoice number and relevant photographs or supporting information wherever applicable.
11. Grievance Redressal
For unresolved customer complaints or grievances, customers may contact our designated Grievance Officer:
Grievance Officer: Mr Sandeep Sharma
Designation: After Sales Customer Support Manager
Email: [email protected]
Contact Number: 011-46597921
Address: Vasant Kunj, New Delhi-110070
We will acknowledge grievances within 48 hours of receipt and redress them within 30 days, in accordance with applicable consumer protection regulations.
12. Governing Law
This policy shall be governed by and interpreted in accordance with the applicable laws of India.
Nothing in this policy is intended to exclude, restrict or waive any rights or remedies available to consumers under applicable Indian consumer protection laws.
Any dispute shall be subject to the jurisdiction of the competent courts at New Delhi, India, subject to applicable law.
13. Changes to This Policy
Sunflower Floral Products reserves the right to update or modify this Returns, Refunds & Cancellation Policy from time to time.