burgess florist shop front

At Burgess Florist, we strive to ensure your complete satisfaction with every floral purchase. In the rare event that you’re dissatisfied with your flowers, here’s how we handle refunds and returns:

Under what circumstances we offer returns and refunds

  • Flowers that do not meet our high-quality standards (considered defective)
  • Arrangements that have been damaged during transit (considered defective)
  • Incorrect items delivered

Under what circumstances do you accept exchanges

You can opt for an exchange of a defective item instead of a refund

What are you required to do

  • Reach out to our customer service team within 12 hours of receiving your order, and let us know about any concerns you may have regarding the quality or condition of your flowers. We may request a photo of the flowers as part of our quality assurance process.
  • Defective items do not need to be returned to us. Incorrect items delivered will be collected by our courier at our expense.
  • Our contact form, phone number and whatsapp number are on the contact us page, and our phone number is repeated at the bottom of this page

Timeframe that we accept refunds and returns

Within 12 hours of the customer receiving the item

When can you expect your refund or replacement

Refunds and returns will be processed the same day if you contact us before 12:30 pm. They will be processed the next day if you contact us after 12:30 pm. You can request an EFT payment, or a replacement item. We will try our best to accommodate urgent matters. We are closed on 26 December every year, and refunds and returns on this date will be delayed by 24 hours. All flowers are subject to availability and if required a suitable replacement of equal value will be used. Contact us +27 82 571 0394 to discuss your specific requirements.