Overview
At Sassafraz Flowers, every composition is created with care and, in many cases, designed specifically for the recipient, occasion, event, or setting. Because flowers are perishable and much of our work is custom, our refund and return policies differ from those that apply to traditional retail goods.
Custom Floral Orders & Local Delivery
Custom floral compositions are prepared specifically for each order and are considered final once design, purchasing, or preparation has begun.
We carefully interpret the requested style, color palette, occasion, budget, and any preferences shared with us. Because flowers are seasonal and natural materials vary, individual varieties, shades, shapes, and textures may differ from photographs, inspiration images, or previous Sassafraz designs. When substitutions are necessary, we will make them thoughtfully and with the intent of preserving the overall character, quality, and value of the composition.
Variations inherent to floral design, seasonal availability, or the artistic interpretation of a custom request are not considered defects.
If Something Isn’t Right
We want every delivery to arrive in beautiful condition. If an arrangement is damaged, arrives in materially poor condition, or we have made an error with your order, please contact us within 24 hours of delivery.
We may ask for photographs so we can understand what occurred and determine the best way to make it right.
Depending on the circumstances, Sassafraz may offer a replacement, partial replacement, credit, partial refund, or refund. The appropriate remedy will be determined based on the nature of the issue and the condition of the delivered product.
Because flowers are perishable, we are generally unable to accept physical returns.
Changes & Cancellations
We are happy to accommodate changes whenever reasonably possible.
Orders canceled before flowers, vessels, specialty materials, artwork, gifts, or other custom elements have been purchased or production has begun may be eligible for a refund.
Once materials have been ordered, purchased, customized, prepared, or reserved specifically for your order, those costs are non-refundable. Design or consultation work already performed may also be non-refundable.
Requests to change the recipient, delivery location, delivery date, design direction, or scope are subject to availability and may result in additional charges.
Delivery
The customer is responsible for providing an accurate recipient name, address, phone number, delivery instructions, and any relevant access information.
If delivery cannot be completed because of an incorrect address, restricted access, an unavailable recipient, refusal of delivery, or circumstances outside our reasonable control, additional delivery or redelivery charges may apply.
Once an arrangement has been successfully delivered to the requested location or accepted by the recipient, venue, front desk, concierge, funeral home, event staff, or other authorized receiving party, Sassafraz cannot be responsible for subsequent handling, relocation, environmental conditions, or care.
Weddings, Events, Banquets & Larger Commissions
Events require advance planning, design time, purchasing commitments, reserved production capacity, and often specialty materials.
Deposits, retainers, design fees, and other payments may therefore become non-refundable according to the terms and timing stated in the individual proposal or event agreement.
Cancellation terms for weddings, corporate events, banquets, installations, and other large commissions will be outlined in the applicable service agreement. When an event agreement is in place, its terms take precedence over this general Refund & Returns Policy.
Amounts already committed to flowers, rentals, specialty materials, custom fabrication, artwork, outside vendors, transportation, or other event-specific expenses are generally non-refundable.
Custom Artwork & Specialty Elements
Artwork, personalized pieces, specialty vessels, candles, gifts, printed materials, and other items selected or created specifically for a client are generally non-returnable once commissioned, ordered, personalized, or purchased.
Minor differences between an original floral composition and artwork inspired by it are part of the creative process and are not considered defects.
Changes of Preference
Because our work is custom and artistic in nature, refunds are not generally available when a completed design is consistent with the agreed direction but a customer later prefers a different flower, color, style, scale, or creative interpretation.
The best way to ensure we understand your vision is to share important preferences, dislikes, allergies, color requirements, or other non-negotiable details before the design process begins.
Fresh Flower Care
The lifespan of fresh flowers varies by variety, season, environment, temperature, water quality, and care after delivery. We cannot guarantee a specific number of days that any individual bloom will remain at its peak.
Following the care instructions provided and keeping flowers away from excessive heat, direct sunlight, drafts, and freezing temperatures will help extend their life.
Refund Processing
If a monetary refund is approved, it will generally be returned to the original method of payment. Processing times may vary depending on the payment provider or financial institution.
Questions or Concerns
If there is a concern with an order, please contact Sassafraz promptly. We would much rather have the opportunity to understand the situation and address a legitimate issue thoughtfully. Our aim is always to deliver an outstanding result.