Order Cancellation
Orders may be cancelled before they are prepared or dispatched.
Once the order preparation process has started, cancellation requests may not be accepted as the products are prepared specifically for each order.
Refund Eligibility
Refunds may be issued in the following situations:
- Order cancelled before preparation
- Product unavailable
- Delivery failure due to operational issues
Approved refunds will be processed through the original payment method within a reasonable processing time.
Damaged or Incorrect Products
If a product arrives damaged or incorrect, customers must notify Oasis Floral Shop within the specified complaint period and provide the required supporting details as mentioned in the Return / Replacement Policy.
Non-Refundable Items
The following items are generally not eligible for refunds:
- Customized Shape
- Same-day prepared Order
Return / Replacement Policy
Due to the perishable floral foam, and related products, returns are generally not accepted. However, Oasis Floral Shop is committed to ensuring customer satisfaction and will review replacement requests under valid circumstances.
Replacement Conditions
A replacement may be considered in the following cases:
- The product delivered is damaged during transit
- The product delivered is significantly different from the order placed
- The product is in poor condition at the time of delivery
All complaints must be submitted within the specified time limit and with the required supporting proof as mentioned below.
Complaint Time Limit
Customers must report any issue within 4–6 hours of delivery. Complaints raised after this time period may not be eligible for replacement or refund.
Proof Requirement
To process a replacement request, customers must provide the following:
- Order details
- Clear photographs of the damaged product
- If multiple products are damaged, please send individual photos of each damaged item and one photo showing all items together
- Description of the issue
- Unboxing video (if available or packing boxes how it was packed)
- Shipping label photo
These details help us investigate the issue and resolve it quickly.
Resolution
After verification of the complaint, Oasis Floral Shop may provide one of the following resolutions:
- Product replacement
- Store credit
- Partial refund (where applicable)
The final resolution will depend on the nature of the issue and product availability.
Our goal is to ensure a positive and satisfactory experience for every customer.
Start Chat