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Refund & Return Policy | Kech FLORA

Last Updated: May 31, 2025

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At Kech FLORA, customer satisfaction is our top priority. We are committed to providing high-quality floral products and services. However, we understand that issues may occasionally arise. Please read our policy below regarding returns, cancellations, and refunds.

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1. General Return Conditions

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Due to the perishable nature of flowers, we accept returns only under the following conditions:

  • The product was damaged, wilted, or unusable upon delivery

  • The product received was significantly different from what was ordered

  • The order was canceled in time before processing or delivery

📷 You must contact us within 24 hours of receiving the product, and provide clear photo evidence of the issue.

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2. Non-Returnable Items

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We cannot accept returns or offer refunds in the following cases:

  • Custom floral arrangements for weddings or events

  • Products that have been used, opened, or left unattended after delivery

  • Any order reported more than 24 hours after delivery without evidence

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3. Refund Policy

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If your case qualifies for a refund:

  • The refund will be issued to your original payment method

  • Refunds are processed within 5 to 10 business days

  • You will receive a confirmation via email once the refund has been initiated

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4. Cancellation Policy

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✅ Before Processing:

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  • Orders can be canceled up to 24 hours before the scheduled delivery time

  • You are eligible for a full or partial refund, depending on the order status

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❌ After Processing Has Started:

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  • Orders that are already being prepared or have been dispatched cannot be canceled

  • For event/wedding orders, cancellations must be made at least 3 business days in advance

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5. Delivery Issues

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  • If the recipient is unavailable at the time of delivery, we will contact you to reschedule

  • We are not responsible for delays caused by incorrect delivery details

  • If the product spoils due to missed delivery and lack of response, no refund will be issued

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6. How to Request a Refund or Report an Issue

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To file a return or refund request, please contact us:

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  • 📧 Email: contact@kechflora.com

  • 📞 Phone/WhatsApp: +212661849147

  • 🕐 Business Hours: Monday to Saturday, 9:00 AM – 21:00 PM

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Please include the following:

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  • Order number

  • Description of the issue

  • Photo(s) of the product if applicable

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7. Important Notes

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  • We reserve the right to update or change this policy at any time without prior notice

  • Please review this page before placing an order

  • Placing an order on our website means you agree to this policy

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